Refund policy

REFUND & RETURNS POLICY — PAWDORA Last updated: September 2026

OVERVIEW At Pawdora, we take pride in curating quality products for your beloved pets. If you are not completely satisfied with your purchase, we're here to help. Please read this policy carefully before making a purchase.

Please note: Pawdora operates as a dropshipping store. Some products are fulfilled and shipped directly by our suppliers. Return eligibility and processes may vary slightly depending on the supplier and product.

RETURNS We accept return requests made within 30 days of the date your order was delivered. To be eligible for a return, items must be:

  • Unused and in the same condition as received
  • In their original packaging, with all tags, labels, and accessories intact
  • Accompanied by proof of purchase (order confirmation email or receipt)

Items that are used, damaged, or not in their original packaging will not be accepted for a change-of-mind return.

NON-RETURNABLE ITEMS The following items are not eligible for change-of-mind returns:

  • Perishable goods (e.g. food, treats)
  • Personalised or custom-made products
  • Items marked as final sale or non-returnable at the time of purchase
  • Items returned outside the 30-day return window

HOW TO REQUEST A RETURN To initiate a return, please contact us at hello@pawdorapets.com within 30 days of delivery with your order number and reason for return. We will review your request and provide return instructions if your item is eligible. Please do not send items back without first receiving approval — unapproved returns will not be accepted.

RETURN SHIPPING For change-of-mind returns, return shipping costs are the responsibility of the customer, regardless of location. We recommend using a trackable shipping service, as Pawdora is not responsible for items lost in transit during the return process. Original shipping charges are non-refundable for change-of-mind returns.

For returns due to a fault, defect, or error on our part, Pawdora will cover reasonable return shipping costs.

REFUNDS Once your return is received and inspected, we will notify you of the outcome within 2 business days. If approved, a full refund will be processed to your original payment method within 5–7 business days. Please note that your bank or payment provider may take additional time to process and post the refund.

AUSTRALIAN CUSTOMERS — CONSUMER LAW RIGHTS Our policy operates in addition to, and does not limit, your rights under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a remedy if a product has a major fault or defect, is not fit for its stated purpose, or does not match its description. Depending on the nature of the fault, your remedy may include a repair, replacement, or full refund. Pawdora will cover all return shipping costs for ACL-related claims. To exercise your rights under the ACL, please contact us at hello@pawdorapets.com.

NEW ZEALAND & UNITED STATES CUSTOMERS — CONSUMER RIGHTS Customers in New Zealand and the United States may have rights under their respective local consumer protection laws. Nothing in this policy is intended to limit those rights. If you believe you have received a faulty or incorrectly described product, please contact us at hello@pawdorapets.com and we will work with you to find an appropriate remedy.

DAMAGED OR INCORRECT ITEMS If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with your order number and photos of the item. We will arrange a full remedy at no cost to you.

CONTACT US For all return and refund enquiries, please contact: Pawdora 📧 hello@pawdorapets.com 📍 Melbourne, Victoria, Australia