Effective Date: 1 December 2024
Hyvemind Trading t/a PawDrop
Suite 3164, 18-24 Adelphi Street, Rouse Hill NSW 2155
Email: hello@pawdrop.com.au | Phone: 1300 241 091
1. Introduction
At PawDrop, we want you to be completely satisfied with your purchase. If you are not entirely happy, you may be eligible for a refund in accordance with Australian Consumer Law and the terms outlined below.
2. Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
The product must be unused, in its original condition, and in its original packaging.
The request for a refund must be made within 14 days of receiving the product.
3. Process for Refunds
To initiate a refund, please follow these steps:
Contact Us: Email hello@pawdrop.com.au with your order details, including your name, order number, and reason for the refund request.
Return the Product: We will provide instructions on how to return the product. Return shipping costs are the responsibility of the customer unless the product is faulty or damaged.
Inspection and Approval: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund request. If rejected a detailed reason and evidence will be provided and we encourage open dialogue to deliver an outcome both parties are satisfied with.
4. Refund Method
Approved refunds will be processed using the same payment method used for the original purchase. Please allow up to 7-10 business days for the funds to be credited back to your account.
5. Restocking Fee
A $25 restocking fee may apply to all refund requests unless the product is faulty, damaged, or if you are entitled to a remedy under Australian Consumer Law. The restocking fee covers administrative and handling costs.
6. Exclusions from Refunds
Refunds will not be granted in the following situations:
Change of mind: If you simply change your mind, refunds may not be applicable unless the item is unused and returned within 14 days, and a restocking fee may apply.
Damaged Products: Products damaged due to misuse, neglect, or improper use will not be eligible for refunds.
Custom or Personalised Products: Customised or personalised products are not eligible for refunds unless faulty or damaged.
7. Consumer Guarantees
This Refunds Policy does not exclude any rights you may have under the Australian Consumer Law (ACL). If a product is faulty, defective, or not fit for its intended purpose, you may be entitled to a refund, repair, or replacement under the ACL.
8. Return Shipping
Customers are responsible for all return shipping costs, unless the product is faulty, damaged, or if you are entitled to a remedy under Australian Consumer Law. We recommend using a trackable shipping service to ensure your item is returned safely.
9. Changes to This Policy
We reserve the right to modify this Refunds Policy at any time. Any updates will be posted on our website, and the effective date will be revised accordingly.
10. Contact Us
If you have any questions about this Refunds Policy, please contact us at:
Email: hello@pawdrop.com.au
Phone: 1300 241 091
Address: Suite 3164, 18-24 Adelphi Street, Rouse Hill NSW 2155
