Paw Yes Refunds & Returns Policy

Last updated: May 2026

At Paw Yes, we want you and your dog to be absolutely stoked with your order. This Refunds & Returns Policy explains your rights under Australian Consumer Law (ACL) and how we handle returns, refunds, and replacements.

Change of Mind

Due to hygiene and safety reasons, we cannot accept returns or exchanges for change of mind on:

  • Dog toys

  • Tug toys

  • Rope toys

  • Any item that has been used, worn, or handled by a pet

Please choose carefully and read product descriptions before purchasing.

Faulty, Damaged, or Incorrect Items

Under the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product has a major fault.

You may request a refund or replacement if your item:

  • Arrives damaged

  • Is faulty or defective

  • Is significantly different from the description

  • Is not what you ordered

To help us resolve the issue quickly, please contact us within a reasonable timeframe with:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

Email: hello@pawyes.com.au

Allergies, Sensitivities & Play Style

We cannot offer refunds for:

  • Allergic reactions

  • Sensitivities to materials

  • Damage caused by chewing, rough play, or misuse

All dogs play differently — please supervise your dog and choose toys suited to their size and play style.

Lost or Delayed Parcels

Once your parcel is lodged with the carrier, delivery times are outside our control.

We cannot offer refunds for:

  • Postal delays

  • Parcels marked as “delivered” by the carrier

  • Incorrect addresses provided at checkout

If your parcel is lost in transit, we will assist you in lodging an investigation with the carrier.

For full details, see the Shipping Policy.

Returns Approval

Returns are only accepted when:

  • The product is faulty, damaged, or incorrect

  • We have approved the return in writing

Unauthorised returns cannot be processed.

If a return is approved, items must be sent back in their original condition and packaging where possible.

Refund Method

Approved refunds will be issued to the original payment method, such as:

  • PayPal

  • Stripe

  • Squarespace / Stripe Payments

Refund processing times may vary depending on your bank or payment provider.

Custom or Handmade Items

Custom items or handmade products may have natural variations. These are not considered faults.

Refunds are only available if the item is faulty or incorrect.

Contact Us

For refund enquiries, concerns, or to lodge a claim, contact:

Paw Yes — Customer Support
Email: hello@pawyes.com.au
Location: Queensland, Australia

We aim to respond within 2–5 business days.

Thank you for supporting Paw Yes — where every parcel is packed with colour, chaos, and joy.