Refund policy

🐾 Paws and Pines Return & Refund Policy

At Paws and Pines, your satisfaction is our top priority. If something isn’t right with your order, we’re here to help! Please read our policy below for details on how we handle returns and refunds.

✅ When Are Returns or Refunds Accepted?

We accept returns or issue refunds under the following conditions:

  1. Item Arrived Damaged or Faulty
    If your product arrives defective or damaged, please contact us within 7 days of delivery with clear photos or a short video showing the issue.
  2. Wrong Item Received
    Received the wrong color, size, or product? Let us know within 7 days of receiving your order. We'll arrange a replacement or issue a refund.
  3. Order Not Delivered
    If your parcel hasn’t arrived within 30 days from dispatch, and tracking shows no delivery, we’ll offer a full refund or resend the item — whichever you prefer.

🚫 What Can’t Be Returned or Refunded?

Unfortunately, we cannot accept returns or provide refunds for the following:

  • Change of mind after purchase
  • Items marked as "delivered" by the courier but claimed not received
  • Incorrect address provided at checkout
  • Delays due to external factors like customs or courier disruptions

📦 Return Process

If your case meets the above conditions, here’s what to do:

  1. Contact us at: sales@pawsandpines.com.au
  2. Include your order number and a description of the issue
  3. Attach photos or videos showing any damage or error

Once approved, we’ll guide you through the next steps — whether that’s a replacement, refund, or return.

💸 Refunds

Refunds are processed to your original payment method within 5–10 business days once approved. You'll receive a confirmation email once it’s completed.

🔁 Returns (if applicable)

If a return is needed:

  • We’ll provide instructions via email
  • Return shipping costs may apply unless the issue was our fault
  • Items must be returned unused, in original packaging (where possible)

We appreciate your trust and support!
For any questions or concerns, contact us anytime at sales@pawsandpines.com.au 🐕✨