Refund policy
Our Returns Policy at Be My Paw
At Be My Paw, we aim to make your experience nothing short of paw-some – from the moment you browse our products to when they arrive at your door. That’s why we’ve created a simple and straightforward returns policy to ensure peace of mind for you and your furry friend.
If things don’t go as planned, don’t worry – our dedicated customer service team is here to help make things right. Please note that, due to the high demand for our products, we work hard to fulfil your order as quickly as possible to avoid any delays. This means we are unable to accept change-of-mind purchases on personalised items.
We hope you’ll absolutely love your Be My Paw products, but if you’re unhappy with your purchase for any reason, we’re happy to accept returns within 14 days of your order, provided the item(s) are unused, in their original packaging, and in a resalable condition.
How to Start Your Return
Starting your return is easy! Simply email us at info@bemypaw.com.au with your order number and details of the item you’d like to return. We’ll guide you through the process as quickly as possible.
All returns are processed at our facility in Melbourne, Australia. Store credits issued for returns never expire, but they must be used in a single transaction.
Returns for Australian Customers
Before returning your item, make sure you’ve attached the return label provided when you initiated your return. If the return label is missing, we won’t know it’s from you, and this could cause delays.
If your return is for a refund, a $15 restocking and handling fee will be deducted. Each returned item undergoes a manual inspection to ensure it meets our high-quality standards, so every Be My Paw customer receives items in excellent condition.
Once your return is packaged and labeled, you can drop it off at any Australia Post location.
Returns for International Customers
We’re excited to have customers from all over the world, but unfortunately, we’re unable to offer free international returns at this time. If you’re returning an item from outside Australia, you will need to cover the cost of return shipping.
For the safest return, we recommend using a prepaid, traceable shipping service. This ensures we can track your package in case of any issues during transit. Please also include the following information with your return so we know it’s yours:
- Your Full Name
- Order Number
- Email Address
Please note: We are unable to refund the shipping fees paid on your original order.
Warranty/Guarantee
We take pride at Be My Paw in the amount of effort and time put into our products design and production. Our products are made from high quality and durable materials. That being said, they are not indestructible. We guarantee our gear at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send us an email and include details and a photo of the issue. Any warranty claims must be received within 30 days of purchase, otherwise we are unable to replace any items.
Please ensure that you inspect all items for wear prior to use.
Our warranty/guarantee does not cover normal wear and tear. Any claims after 60 days may not be valid, as the damage may be considered normal wear and tear.
We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
Exchanges & Replacements
We want to make sure you and your furry friend have exactly what you need! If you’re looking to exchange an item or receive a store credit, here’s how it works:
For Australian Customers:
- For exchanges, including upsizing or downsizing, a $15 reshipping fee will apply to cover shipping costs for the new item.
For International Customers:
- Send us a photo of the item you wish to exchange to confirm its condition.
- Ship the original item back to us and provide the return tracking number.
- Once your return is processed, we’ll ship your replacement item for a fee.
We only replace, exchange, or refund items that arrive defective, damaged, or not as described. If you believe your item falls into this category, please email us at info@bemypaw.com.au to start the process.
What Happens Next?
Once we’ve received your return, our team will inspect the item(s) to ensure they meet the conditions outlined above. We’ll then notify you by email when the inspection is complete. If everything checks out, we’ll process your refund, store credit, or exchange promptly.
Thank you for choosing Be My Paw – we can’t wait to make things right and help you and your furry companion get the perfect product!