At Pawezy, we want your experience with us to be nothing short of amazing - which is why we've made our returns policy as simple as possible. If for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again! Due to the high demand for our products, we aim to fulfil your order as soon as we receive it to avoid any delays. This means, we do not accept change of mind purchases on personalised items.
We truly hope that you will absolutely love your PAWEZY products! However, in the event that you are unhappy with your purchase, we will happily accept your return within 30 days providing the item(s) unused with the original packaging.
HOW TO START YOUR RETURN?
Just have your order number in your email with the item you want to return and we will begin the return process ASAP.
All Australian returns are sent to and processed in our facility in Melbourne, Australia. There is no expiry on store credits, however they must be used in one transaction.
AUSTRALIAN CUSTOMER RETURNS
Before you return your item, please make sure you have attached the return label that was provided when you finished your return. If there is no label, we won’t know it’s you..! If it’s a refund, we subtract $15 to help cover the restocking/handling fee because each item requires manual inspection to meet our standards and ensure every customer receives items in excellent condition. Once your item has been packaged and the label attached, it’s good to go! Please drop it off at any Australia Post location.
INTERNATIONAL CUSTOMER RETURNS
Unfortunately, we can’t offer free international returns at the moment, so this cost will need to be covered by you. Pro tip - a prepaid, traceable service is best, so if anything happens to your order, we can track it.. (If it gets lost, it’s not your fault!) Please remember to include your sender information (Full Name, Order Number and Email Address) so we know who you are. (Please note, we do not refund the shipping amount you originally paid on your order).
FAULTY/DAMAGED ITEMS
Unfortunately, sometimes items that are not 100% can slip through, we get it. Don’t worry, we’re here to help! If you think your item is not quite right, please email our customer service team (support@pawezy.com.au) Please include the following in your email:
- Your order number
- Details of the fault/damage
- Photos that clearly show the fault/damage
Here are a couple of quick points on how an item is deemed faulty or not acceptable quality:
- There is a manufacturing fault..Of course.
- The product has been damaged during transit..Not your fault!
EXCHANGES/REPLACEMENT (IF APPLICABLE)
For all our loyal Australian customers, if you’re looking for an exchange or store credit, we’ll happily cover the cost of the return shipping for you. Please note that for exchanges, including upsizing and downsizing, a $10 reshipping fee may apply to cover our shipping costs.
For our awesome international customers, we’ve got you covered too! Here’s how it works:
1. Send us a photo of the item you wish to exchange to confirm its condition.
2. Ship the original item back to us and provide the return tracking number.
3. Once the return is in motion, we’ll ship your exchange item for free to ensure you get your replacement as quickly as possible.
We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item, please send us an email at support@pawezy.com.au This does not include items purchased incorrectly due to consumer error.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item(s).