Refund policy

Returns:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to start a return

To start a return, you can contact us at help@pawmark.com.au.

Please note:

  • Customers are responsible for return shipping costs, unless the item is faulty or damaged.

  • Shipping costs are non-refundable.

  • Returns sent without first requesting approval will not be accepted.

If your return is accepted, we’ll provide return instructions and confirm the address to send your package.

Returns Address

All approved returns must be sent to our designated returns facility:

Australia Post Parcel Locker
Parcel Locker: 10315 94256
Address: 1195 Hay Street, West Perth, Western Australia
Australia, 6005

Please note: this address is for returns only and is not a retail location.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

If the return is due to our error, we will cover the return shipping cost.

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom or personalized products

  • Personal care goods (such as beauty or grooming products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.

Please contact us if you have questions about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (return shipping at customer’s expense), and once the return is accepted, place a new order for the replacement item.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Items must be returned unused, with tags, and in original packaging, along with proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and confirm whether your refund is approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since approval, please contact us at help@pawmark.com.au