Refund Policy

Last updated 28 September 2026.

Change of mind

We do not offer refunds, returns or exchanges if you simply change your mind, so please choose carefully and read the product details before you order.

If you are unsure whether something will suit your pet or your space, email us at pawsync11@gmail.com before you buy. We would much rather talk it through first than have you end up with the wrong thing.

Your rights under the Australian Consumer Law

Nothing in this policy takes away your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law.

You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Damaged, faulty or incorrect items

If your order arrives damaged, does not work as it should, or is not what you ordered, email us at pawsync11@gmail.com with your order number and photos of the item and the packaging it came in.

Please get in touch as soon as you can after the order arrives, so we can sort out a replacement quickly.

Orders that do not arrive

If 31 days have passed since you ordered and nothing has arrived, email us with your order number and we will chase it up.

Cancelling an order

If you need to cancel, email us as soon as possible. We can cancel an order that has not yet been sent. Once an order is on its way we are not able to stop it.

How to reach us

Email pawsync11@gmail.com. We are a small operation and we will get back to you as soon as we can.