Refund policy

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.

To start a return, you can contact us at info@bypawplanet.com 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@bypawplanet.com


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, so that we can evaluate the issue and make it right.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@bypawplanet.com.

Refunds and Returns Policy

We want you to love your purchase. If something is not quite right, we make returns simple and fair.

Your rights are protected

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you can choose a refund or a replacement and claim compensation for any other reasonably foreseeable loss or damage. If the issue is not a major failure you are entitled to a repair a replacement or a refund within a reasonable time.

If your item is faulty or not as described

Tell us as soon as you can and we will take care of it.

  • Major failure. You choose refund or replacement.
  • Minor problem. We repair replace or refund within a reasonable time.
  • For approved faulty claims we cover reasonable return shipping.

Change of mind returns

We get it. Sometimes it just is not the right fit. That is why we offer a simple 15 day change of mind return.

  • Request your return within 15 days from delivery.
  • Item must be unused and include all original packaging and accessories so we can put it back on the shelf.
  • Return shipping for change of mind is at the customer’s cost and original shipping is not refundable.
  • If original packaging is missing or damaged or the item shows handling beyond what is needed to check it we will refund 70 percent of the product price.
  • Custom or personalised items can only be returned if faulty.

How to start a return

Email us at info@bypawplanet.com. Include your order number clear photos and a short description of the issue. We will reply with easy step by step instructions and the return address.

Refund timing

Once your return arrives and passes inspection we aim to process refunds within 5 business days back to your original payment method.

Helpful tips

Keep your order confirmation and delivery proof. Re pack the item carefully to avoid damage in transit.

We are here to help and we want every order to feel perfect. If you have any questions just reach out and our team will look after you.