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 45 days providing the item(s) unused with the original packaging.
HOW TO START YOUR RETURN?
Please email us at:
support@pawezy.com.au - Australian Customers
support@pawezy.com - International Customers
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.
IMPORTANT NOTES: If there’s a price difference between sizes or products, or if you’re adding extra items, we’ll simply charge the difference.
*Due to the personalised nature of some items, we are unable to offer refunds or exchanges for personalised products unless they are faulty or incorrect. These are custom-made just for your fur baby, and once processed, cannot be resold.
AUSTRALIAN CUSTOMER EXCHANGE/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..! We’ll happily cover the return shipping for Australian customers.
- Exchanges (Upsizing or Downsizing): A $10 AUD reshipping fee applies
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
While we can’t offer free international returns at the moment, our team is here to make things easy. If you’d like to return or exchange an item, just reach out to us first. We’ll guide you through the process and do everything we can to assist you promptly.
UNITED STATES
- Exchanges (Upsizing or Downsizing): A $15 USD reshipping and handling fee applies.
- Refunds: Refunds are subject to a $15 USD restocking and handling fee, which will be deducted from your total refund.
UNITED KINGDOM
- Exchanges (Upsizing or Downsizing): A £15 GBP reshipping and handling fee applies.
- Refunds are subject to a £15 GBP restocking and handling fee, which will be deducted from your total refund.
NEW ZEALAND
- Exchanges (Upsizing or Downsizing): A $15 NZD reshipping and handling fee applies.
- Refunds are subject to a $15 NZD restocking and handling fee, which will be deducted from your total refund.
EUROPE, ASIA, UAE & CANADA
- Exchanges (Upsizing or Downsizing): A $15 USD reshipping and handling fee applies.
- Refunds are subject to a $15 USD restocking and handling fee, which will be deducted from your total refund.
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. Please include the following in your email:
- Your order number
- Details of the fault/damage
- Photos/Videos 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!
Once we receive your email, we’ll assess your claim and do our best to resolve it promptly. If your item is deemed faulty, we’ll organise a replacement, refund, or store credit — whichever suits you best.