Refund and Returns Policy

MyPaw Pet Food Refund & Returns Policy

Business Name: MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 331 Condamine Street, Manly Vale NSW 2093 Australia
Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

Last Updated: 10 August 2026

Our Commitment

At MyPaw Pet Food, we want our customers and their pets to be satisfied with every purchase.

If you receive a product that is faulty, damaged, incorrect, or does not meet the guarantees provided under Australian Consumer Law, please contact us so that we can assess the issue and provide an appropriate remedy.

This Returns & Refunds Policy explains our voluntary returns process and does not limit or exclude any rights you may have under the Australian Consumer Law (ACL).

Product Returns

We accept eligible product returns where the product meets the return conditions outlined in this policy.

For health, hygiene, food-safety, and product-quality reasons, opened pet food, treats, supplements, or other consumable products generally cannot be returned simply because you have changed your mind.

If a product is faulty, damaged, defective, incorrectly supplied, or otherwise covered by your rights under Australian Consumer Law, please contact us even if the product has been opened or used.

Change-of-Mind Returns

For change-of-mind returns, we may accept a return at our discretion provided that:

  • The product is unused and unopened;

  • The product is in its original condition;

  • The original packaging and seals are intact where applicable;

  • The product is suitable for resale;

  • The product has not been damaged after delivery; and

  • Proof of purchase is provided.

Because pet food and other consumable products are subject to health and hygiene considerations, we generally do not accept change-of-mind returns for opened consumable products.

Return Window

Eligible change-of-mind returns must generally be requested within:

14 days of receiving the order.

For faulty, damaged, defective, incorrect, or otherwise non-conforming products, customers should contact us as soon as reasonably possible after discovering the issue.

Nothing in this policy limits any applicable rights or remedies available under Australian Consumer Law.

Product Condition Accepted for Returns

For a change-of-mind return, the product must generally be:

  • Unused;

  • Unopened;

  • In original packaging;

  • Sealed and undamaged;

  • In resalable condition; and

  • Accompanied by proof of purchase.

We reserve the right to assess returned products before approving a change-of-mind return.

Products that have been opened, consumed, damaged, contaminated, or otherwise made unsuitable for resale may not qualify for a change-of-mind return.

This condition does not prevent customers from exercising their rights under Australian Consumer Law where a product is faulty, defective, unsafe, incorrectly supplied, or otherwise does not meet a consumer guarantee.

Product Exchanges

We may accept exchanges for eligible unopened and unused products within the applicable 14-day return window, subject to product availability.

For an exchange:

  1. Contact us before sending the product back.

  2. Provide your order number and the product you wish to exchange.

  3. We will confirm whether the product qualifies for an exchange.

  4. Return the product using the instructions we provide.

  5. Once the returned product has been received and assessed, we will arrange the approved replacement product.

If the replacement product has a different price, we may need to collect or refund the difference, where applicable.

For faulty, damaged, defective, or incorrectly supplied products, we will determine the appropriate remedy in accordance with Australian Consumer Law.

Return Method

Customers must contact us before sending a product back.

To request a return, contact:

Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Please include:

  • Full name;

  • Order number;

  • Product name;

  • Reason for the return;

  • Date the order was received; and

  • Photos or videos where the product is damaged, defective, or incorrect.

If your return is approved, we will provide return instructions and the appropriate return address or method.

Please do not send products to our business address without receiving return instructions first.

Return Shipping Costs

Change-of-Mind Returns

For approved change-of-mind returns, the customer is generally responsible for the cost of returning the product to MyPaw Pet Food.

Original shipping charges, if any, may not be refundable for change-of-mind returns.

Faulty, Damaged, Incorrect, or Non-Conforming Products

If the product is faulty, damaged on arrival, incorrectly supplied, or otherwise covered by an applicable consumer guarantee, MyPaw Pet Food will assess the issue and provide the appropriate remedy in accordance with Australian Consumer Law.

Where appropriate, this may include arranging or reimbursing reasonable return shipping costs.

Restocking Fee

Restocking fee: $0.00 / No restocking fee.

MyPaw Pet Food does not charge a restocking fee for approved returns.

This does not prevent us from declining a voluntary change-of-mind return where the product does not meet the conditions specified in this policy.

Refunds

Once an approved return has been received and assessed, we will process any applicable refund.

Refunds will generally be issued to the original payment method used to place the order.

Depending on the payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.

Refund Processing Time

For approved returns, refunds will generally be processed within:

3–5 business days after the returned product has been received and assessed.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

Refunds for Faulty or Defective Products

If a product has a fault or does not meet an applicable consumer guarantee, we will assess the issue and provide an appropriate remedy under Australian Consumer Law.

Depending on the circumstances, the remedy may include:

  • Repair;

  • Replacement;

  • Refund; or

  • Another remedy available under Australian Consumer Law.

The appropriate remedy may depend on whether the issue is considered a major or minor failure and the circumstances of the individual case.

Damaged Products

If your order arrives damaged, please contact us as soon as possible.

Please provide:

  • Order number;

  • Product name;

  • Description of the damage; and

  • Clear photographs of the product and packaging.

Where possible, retain the original packaging until we have completed our assessment.

We will investigate the issue and provide an appropriate resolution.

Incorrect Products

If you receive an item that is different from what you ordered, please contact us promptly.

We may request photographs of the product, packaging, shipping label, and order confirmation to help us investigate.

If we supplied the incorrect product, we will work with you to arrange an appropriate resolution.

Products Damaged After Delivery

We generally cannot accept responsibility for damage caused after successful delivery where the damage results from improper storage, handling, misuse, contamination, or failure to follow the product’s storage instructions.

However, this does not limit any rights you may have under Australian Consumer Law.

Pet Food and Consumable Products

For health, safety, and hygiene reasons, opened or partially consumed pet food, treats, supplements, and other consumable products generally cannot be returned for a change-of-mind refund.

If you believe a consumable product is faulty, contaminated, damaged, incorrectly supplied, expired, or otherwise does not meet applicable consumer guarantees, contact us immediately.

We may request photographs, batch information, expiry information, or other details to assist with our assessment.

Products That Cannot Be Returned for Change of Mind

Unless required by Australian Consumer Law, change-of-mind returns may not be accepted for:

  • Opened pet food;

  • Partially consumed products;

  • Opened treats or consumables;

  • Opened supplements;

  • Products that are damaged after delivery;

  • Products that are contaminated or unsuitable for resale; or

  • Products returned outside the applicable return period.

Sale and Promotional Items

Sale and promotional products remain subject to applicable Australian Consumer Law.

A discounted price does not remove a customer’s rights where a product is faulty, defective, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

Any special return conditions for promotional offers will be clearly communicated at the time of purchase.

Proof of Purchase

We may require reasonable proof of purchase before processing a return or refund.

Acceptable proof may include:

  • Order confirmation;

  • Tax invoice;

  • Receipt;

  • Order number; or

  • Other reasonable evidence of purchase from MyPaw Pet Food.

Refund Exclusions

We will not refuse a refund or other remedy where Australian Consumer Law requires us to provide one.

For voluntary change-of-mind returns, refunds may be declined where:

  • The return request is outside the applicable return window;

  • The product has been opened or consumed;

  • The product is not in its original condition;

  • The product has been damaged after delivery;

  • The product is contaminated or unsuitable for resale;

  • The customer cannot provide reasonable proof of purchase; or

  • The return does not meet the conditions of this voluntary returns policy.

Australian Consumer Law

MyPaw Pet Food complies with applicable Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded, restricted, or modified where doing so would be unlawful.

If a product has a major failure, customers may have rights to reject the product and choose a refund or replacement, as well as compensation for certain reasonably foreseeable losses.

For a minor failure, we may have the right to provide a repair or replacement within the requirements of Australian Consumer Law.

Nothing in this policy is intended to remove or reduce your statutory rights.

Return Assessment

Returned products may be inspected after they are received.

For voluntary change-of-mind returns, approval depends on whether the product satisfies the conditions set out in this policy.

For faulty, damaged, defective, or incorrect products, our assessment will consider the nature of the issue and the consumer guarantees applicable to the purchase.

Failed or Unclaimed Deliveries

If an order is returned to us because the customer provided an incorrect address, failed to collect the parcel, or otherwise caused the delivery to be returned, please contact us.

Depending on the circumstances, additional shipping charges may apply if the customer requests that the order be reshipped.

Any refund will be assessed in accordance with this policy and applicable Australian Consumer Law.

How to Request a Return or Refund

To request a return, exchange, or refund, contact our customer service team:

Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Please provide your order number and a clear description of the reason for your request.

We will review your request and provide the next steps.

Contact Information

MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 331 Condamine Street, Manly Vale NSW 2093 Australia
Email: Support@mypawpetfood.com.au
Phone: +61 468 108 568

Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

We are committed to handling returns, exchanges, and refunds fairly and transparently while protecting the rights of our customers under Australian Consumer Law.