Refund Policy
Last updated: 4 October 2026
We want you and your pet to love what you order. If something isn't right, here's how we'll fix it. Nothing in this policy limits your rights under the Australian Consumer Law.
Faulty, damaged or not as described
If your item arrives faulty, damaged, or isn't what we described, you're entitled to a repair, replacement or refund under the Australian Consumer Law. Email us at pawrorra@gmail.com with your order number and a photo of the problem. We'll cover any return shipping, and for low-value items we may not need the item back at all.
Wrong item received
If we sent the wrong item, contact us and we'll send the correct one at no cost to you.
Change of mind
You can return an item within 30 days of delivery if it's unused, in its original packaging, and in resaleable condition.
- Please email us before sending anything back. We'll give you the return address and instructions, as items sent without contacting us first may not reach us.
- You pay the return shipping for change-of-mind returns. We recommend a tracked service.
- For hygiene reasons, opened poop bag packs and used grooming or bath brushes can't be returned for change of mind.
- Original shipping charges aren't refunded for change-of-mind returns.
Refunds
Once we've received and checked your return, we'll refund you to your original payment method within 10 business days. Your bank may take a few extra days to show it.
Contact
Email pawrorra@gmail.com and we'll get back to you within 2 business days.