Refund policy

Return and Refund Policy

At Paw One, we want you and your puppy to be completely happy with your kit. If something isn't right, we're here to help.

Our 30-day guarantee

We offer a 30-day guarantee on all kits from the date your order is delivered. If you change your mind, you're welcome to return any unused item in its original, unopened condition for a refund or exchange within this period.

Hygiene and used items

For health and hygiene reasons, we're unable to accept returns on items that have been opened or used, including pee pads, chew toys, treat balls, lick mats, snuffle mats, bowls, collars, leads, bedding and similar products, unless they are faulty. This protects the health and safety of every puppy we send a kit to.

Faulty or damaged items

If any item arrives faulty, damaged or not as described, please email us at hello@pawone.com.au within 7 days of delivery with your order number and a photo of the item. We'll arrange a replacement or refund straight away, at no cost to you. This is in addition to your rights under the Australian Consumer Law.

How to start a return

To start a return, email hello@pawone.com.au with your order number and the reason for your return. We'll reply with instructions. Please don't send items back to us before contacting us, as we're unable to process unannounced returns.

Refunds

Once we've received and inspected your returned item, we'll let you know if your refund is approved. Approved refunds are processed to your original payment method within 5 to 10 business days. Please note that AfterPay refunds are processed through AfterPay and may take additional time to appear.

Return shipping

For change-of-mind returns, return postage is at your own cost, and we recommend using a tracked service as we can't be responsible for items lost in transit. For faulty, damaged or incorrect items, we'll cover return shipping.

Sale items and gift cards

Gift cards are non-refundable and never expire. Items purchased on sale or with a discount code can be returned under the same conditions above, with any refund issued for the amount actually paid.

Questions?

We're real puppy people and always happy to help. Email us anytime at hello@pawone.com.au