Refund policy

🐾 Pawbella Returns & Refunds Policy

Last updated: July 2026

We totally get it sometimes things change. That’s why we’ve made our returns process as smooth, fair, and clear as possible.

This policy applies to Pawbella orders shipped within Australia and New Zealand.

This policy includes our voluntary change-of-mind returns policy. It does not limit or replace your rights under Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.

✅ 30-Day Change-of-Mind Returns

Changed your mind? No worries.

You can request a change-of-mind return within 30 days of delivery.

To be eligible for a change-of-mind return, your item must be:

- Unused, clean, dry, and in resaleable condition
- Free from pet hair, odours, scratches, chew marks, stains, damage, or signs of use
- Returned in the original box and protective packaging
- Returned with all parts, manuals, accessories, inserts, and packaging included
- Approved by Pawbella before being posted back

Please contact us before sending anything back so we can confirm your return instructions.

For pet health and hygiene reasons, we cannot accept change-of-mind returns for items that have been used by a pet or show pet hair, odours, scratches, chew marks, stains, damage, or other signs of use.

📦 Opened or Assembled Items

For change-of-mind returns only, items that have been opened or assembled but remain unused, clean, and free from pet hair, odours, scratches, chew marks, stains, damage, or signs of use may still be eligible for return.

The item must be returned with the original box, protective packaging, parts, manuals, and accessories.

Because opened or assembled items require extra inspection, repacking, and restocking, Pawbella may apply a 20% restocking and repacking deduction from the product purchase price.

This deduction applies only to voluntary change-of-mind returns. It does not apply to faulty, damaged, incorrect, unsafe, or not-as-described items where Pawbella is required to provide a remedy under applicable consumer law.

📝 How To Start A Return

To request a return, please email:

admin@pawbella.com.au

Please include:

- Your order number
- Your full name
- The item you would like to return
- The reason for your return
- Photos of the item and packaging, if requested

Please do not post your item back before contacting us. Returns sent without approval may be delayed, reduced, or declined if they do not meet our change-of-mind return conditions.

📦 Return Address

Approved returns can be sent to:

PAWBELLA
PO BOX 134
Coldstream VIC 3770
Australia

💸 Return Shipping Costs

For change-of-mind returns, return postage is the customer’s responsibility and is non-refundable.

We strongly recommend using tracked postage. Pawbella cannot refund a change-of-mind return that is lost in transit and not delivered back to us.

If Pawbella provides a return shipping label for an eligible change-of-mind return, the return shipping cost will be deducted from your final refund.

Original shipping charges, express shipping upgrades, courier redirection fees, duties, customs charges, and import fees are not refundable for change-of-mind returns unless required by law.

💳 How Refunds Work

Once your return arrives back to us, our team will inspect it within 2 business days.

If your return is approved, we will issue your refund to your original payment method.

For eligible unused change-of-mind returns, we will refund 100% of the product purchase price, excluding any non-refundable shipping or return costs.

For approved opened or assembled change-of-mind returns, a 20% restocking and repacking deduction may apply after inspection.

Once Pawbella processes your refund, your bank or payment provider may take additional time to return the funds to your account. Depending on your payment method and bank, refunds may take up to 10 business days to appear.

If an item is returned used, dirty, damaged, missing parts, missing packaging, or otherwise not in eligible condition for a change-of-mind return, Pawbella may reduce or decline the refund.

If a change-of-mind return is declined after inspection, we will contact you with the available options. Return shipping back to the customer may be at the customer’s expense.

🛑 Damaged, Faulty, Incorrect, Or Not-As-Described Items

Please inspect your order when it arrives.

If your item arrives damaged, faulty, incorrect, unsafe, or not as described, please contact us as soon as possible at:

admin@pawbella.com.au

Please include your order number and clear photos or video showing the issue.

These situations are handled separately from change-of-mind returns.

If your item has a fault or issue covered by Australian Consumer Law, the New Zealand Consumer Guarantees Act, or another applicable consumer protection law, Pawbella will provide the remedy required by law. Depending on the issue, this may include a repair, replacement, refund, or another suitable solution.

The 30-day change-of-mind return window, original packaging requirement, customer-paid return postage rule, and 20% restocking and repacking deduction do not limit your rights for faulty, damaged, incorrect, unsafe, or not-as-described items.

If a returned product is confirmed to have a fault or issue covered by applicable consumer law, Pawbella will reimburse reasonable return postage costs where required. Please keep your postage receipt.

🛒 Order Cancellations

Need to cancel your order? Please contact us as soon as possible at:

admin@pawbella.com.au

If your order has not yet been picked up by the courier or dispatched, we can usually cancel it and issue a full refund.

If your order has already been packed, picked up by the courier, or shipped, we may not be able to cancel it before delivery.

Where possible, we may be able to request a courier redirect back to us. If this is successful, we can issue a refund once the parcel is returned to us, minus any non-refundable shipping, courier, or redirection costs for change-of-mind cancellations.

🔁 Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to product availability and return eligibility.

For the fastest result, we may recommend placing a new order and returning the original item for a refund once approved.

🔍 Interactive Return Options Checker

Our Return Options Checker is provided as a guide to help customers understand the next step for a return request.

The checker applies to voluntary change-of-mind returns only.

Final return eligibility and refund amount are confirmed once the returned item is received, inspected, and approved by Pawbella.

The checker does not limit or replace your rights under Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.

Faulty, damaged, incorrect, unsafe, or not-as-described items are handled separately.

⚖️ Australian & New Zealand Consumer Rights

For Australian customers:

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For New Zealand customers:

Our goods are supplied subject to the New Zealand Consumer Guarantees Act and Fair Trading Act where applicable.

If a product does not meet a consumer guarantee, you may be entitled to a remedy under New Zealand law.

Nothing in this policy excludes, restricts, or modifies any consumer rights that cannot be excluded, restricted, or modified by law.

💌 Questions?

Need help with a return, refund, cancellation, damaged delivery, or warranty question?

Email us at:

admin@pawbella.com.au

We’ll help you sort it out.