Refund policy
Refund & Return Policy
At The Pet EmPawium, we aim to provide quality products and clear customer service. Please read our refund and return policy carefully before making a purchase.
Change of Mind
We do not offer refunds, returns, or exchanges for:
- Change of mind
- Incorrect product selection by the customer
- Ordering the wrong size, colour, variant, or item
- Customer preference after delivery
Please ensure all order details are correct before completing your purchase.
Damaged, Faulty, or Incorrect Items
If you receive an item that is:
- Damaged (in transit)
- Faulty
- Defective
- Incorrect compared to your order
Please contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Once reviewed, we may offer:
- A replacement
- Store credit
- A refund where required under Australian Consumer Law
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return unless faulty or damaged.
Shipping Costs
Shipping costs are non-refundable unless the item is faulty or sent incorrectly by us.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Competition and Consumer Commission and Australian Consumer Law. Customers are entitled to a replacement or refund for major product failures and compensation for any other reasonably foreseeable loss or damage.
Contact Us
For any refund or return enquiries, please contact us at:
- Email: thepetempawium@gmail.com