Refund policy

Paws and Willow Refund Policy

At Paws and Willow, we are committed to providing high-quality pet furniture and bedding that you and your furry friends will love. However, we understand that sometimes things don’t go as planned. If you are not completely satisfied with your purchase, our Refund Policy is designed to ensure a smooth and fair resolution.

Eligibility for Refunds:

Refunds are available for items returned within 14 days of the delivery date.
To be eligible for a refund, the item must be unused, in its original condition, and in the original packaging.
Proof of purchase, such as an order confirmation or receipt, is required to process a refund.

We do not accept returns or provide refunds where the Product has been altered, modified, tampered with, or incorrectly assembled, whether by the customer or a third party.

Any such alteration voids all warranties (express or implied) and cancels any right to a refund, replacement, repair, or credit.

Non-Refundable Items:

Custom or personalized items
Gift cards
Sale items or items purchased with a discount code

How to Request a Refund:

Contact Us:

To initiate a refund, please contact our Customer Service team at  sales@pawsandwillow.com.au with your order number and reason for return.
Return Instructions: We will provide you with return instructions, including the shipping address for returning your item.

Shipping Costs:

Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Processing Your Refund:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment.

If your refund is delayed or missing, please check with your bank or credit card provider, as it may take additional time before your refund is officially posted.

 

Return inspection and Restocking Fee

If a product is returned and no manufacturing issue is found after inspection, the return will be treated as a change-of-mind return. In these cases, a 65% inspection and restocking fee will be deducted from the refund.

This fee covers return handling, inspection, repackaging, administration, and the inability to resell the item as new.

Exchanges:

We do not offer direct exchanges. If you need a different item, please return the original product for a refund and place a new order.

Contact Us:

If you have any questions or need further assistance, please reach out to our Customer Service team at sales@pawsandwillow.com.au