Refund policy

We want you to be happy with your purchase from Pawlux. If you're not fully satisfied, we're here to help — within reason. Please read the following carefully, as our policy is strictly applied.

📦 Change of Mind Returns

We accept returns due to change of mind within 30 days of delivery, under the following strict conditions:

  • The item must be in brand new, unused condition, with original packaging fully intact and all tags still attached.
  • Tags must not be removed or cut off. Items without original tags cannot be returned.
  • The product must not show signs of wear, use, washing, or damage.
  • The item must be returned in its original packaging, or equivalent packaging that allows for safe resale.
  • Customers are responsible for both the original shipping fee and the return shipping cost.

Returns that do not meet the above conditions will not be accepted or refunded.

🔁 How to Request a Return

Please contact us at info@pawlux.com.au within 14 days of receiving your order. Include:

  • Your full name and order number
  • Reason for return
  • Confirmation that the item is unused, with all packaging and tags intact
  • Clear photos if necessary

Once approved, we will provide return instructions. Please allow 3–5 business days after we receive your item for inspection and refund processing.

❌ Items Not Eligible for Return

  • Used or damaged products
  • Items missing original tags or packaging
  • Hygiene-sensitive items (e.g. pet beds, grooming tools, opened pet food)
  • Sale items marked as “Final Sale”

⚠️ Damaged, Incorrect, or Faulty Items

If your item arrives damaged, incorrect, or with missing parts, please contact us within 14 days of delivery. Email info@pawlux.com.au with your order number and clear photos.

We will offer a replacement or refund in line with Australian Consumer Law.

🛠 Warranty – Electronics

Electronic products are covered by a 3–6 month warranty, depending on the brand.

  • Warranty covers manufacturing defects only.
  • Used electronics cannot be returned or refunded, unless a major fault is confirmed under Australian Consumer Law.
  • Proof of purchase is required for all warranty claims.

💳 Refunds

If your return is approved after inspection, a refund for the product (excluding shipping fees) will be issued to your original payment method within 5 business days.

Please allow extra time for your bank or credit card provider to finalise the transaction.

🚚 Shipping Policy

  • Original shipping charges are non-refundable.
  • Return shipping is the customer’s responsibility, except in cases of confirmed faulty or incorrect items.