Returns Policy

 

Last updated: 02/03/2025

 

At Hand & Paw, we are committed to providing high-quality products and customer satisfaction. If you are not completely happy with your purchase, we offer a 30-day return policy, subject to the conditions outlined below.

 

1. Change of Mind Returns

We accept change of mind returns within 30 days of receiving your order, provided the following conditions are met:

✔️ The item must be unused, unworn, in its original condition with all tags attached.

✔️ It must be returned in its original packaging along with a receipt or proof of purchase.

✔️ The customer is responsible for return shipping costs unless the item is faulty or incorrect.

To request a return, please contact us at contact@handandpaw.com.au. Returns must be sent to our Perth, Australia warehouse.

⛔ Items sent back without prior return authorisation will not be accepted.

 

2. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect, please inspect your order immediately upon receipt and contact us at contact@handandpaw.com.au.

✔️ We will evaluate the issue and provide a replacement, repair, or refund in accordance with Australian Consumer Law (ACL).

✔️ Customers may be required to provide photo or video evidence of the issue.

✔️ In cases where a return is required, we will provide a prepaid return shipping label at no cost to you.

3. Non-Returnable Items

The following items cannot be returned for hygiene, safety, or legal reasons:

• Personalized or custom-made items (e.g., engraved bottles).

• Used or damaged products (unless deemed faulty upon arrival).

• Gift cards or store credits.

• Sale or clearance items (unless faulty).

If you have any concerns about an item, please contact us before purchasing.

4. Exchanges

To exchange an item, you must return the original product following our return process. Once the return is approved, you may place a new order separately for the desired item.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the refund status.

✔️ Approved refunds will be processed within 10 business days to the original payment method.

✔️ Refunds may take additional time depending on your bank or payment provider.

✔️ If you haven’t received your refund within 20 business days, please contact us at contact@handandpaw.com.au.

6. European Union – 14-Day Cooling-Off Period

For customers shipping to the European Union, you have 14 days from receiving your order to return it for any reason, as per EU regulations.

✔️ Items must be unused, in original packaging, with proof of purchase.

✔️ Standard return conditions apply.

7. Consumer Guarantees – Australian Consumer Law (ACL)

Your rights under the Australian Consumer Law (ACL) remain unaffected by this policy.

✔️ You are entitled to a refund, repair, or replacement if the product is faulty, unsafe, or not as described.

✔️ Hand & Paw complies with all ACL obligations.

For any return, refund, or warranty inquiries, please reach out to us at contact@handandpaw.com.au.