Refund policy

🐾 Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

🔁 Return Eligibility

To be eligible for a return:

  • The item must be in the same condition you received it — unused, unopened, with original tags and packaging;

  • Proof of purchase (e.g., receipt or order number) is required.

To start a return, please contact us at info@77Paws.com.au or via our online chat.
Returns sent back without prior approval may not be accepted.

⚠️ Damages and Incorrect Items

Please inspect your order as soon as it arrives.
If your item is damaged, defective, please contact us within 24 hours after your received the parcel. If your item is incorrect, please contact us within 7 days of receiving your order so we can evaluate and resolve the issue — including refunds or free replacement shipping, if appropriate.
In these cases, we will cover all return shipping costs.

🐾 Pet Toy Wear & Damage Policy

Pet toys, especially plush and fabric toys, are designed for play but are not indestructible. As such, they are considered consumable items and may become worn or damaged over time with normal use.

We are unable to offer refunds or replacements for toys that have been damaged as a result of chewing, tearing, or general play.

If you believe your item has a manufacturing defect (e.g. faulty stitching or damage upon arrival), please contact us immediately after you receive the order, with clear photos and your order details. We will assess the issue and, where appropriate, assist with a replacement or further support through the supplier.

For dogs that are strong or aggressive chewers, we recommend selecting toys specifically designed for heavy-duty use, as plush toys may not be suitable.

For your pet’s safety, we also recommend supervising play and regularly checking toys for signs of wear. Damaged toys should be removed promptly.

🚚 Return Shipping Cost (Customer-Initiated Returns)

If you are returning an item for reasons not caused by our error (e.g. change of mind, purchased the wrong item, pet didn’t like the product), the return shipping cost is the responsibility of the customer.

In these situations:

  • We do not offer refunds;

  • Instead, we will issue a store credit once the returned item is received and inspected;

  • Store credit does not expire and can be used on any future purchase.

❌ Non-Returnable Items

We do not accept returns or exchanges on:

  • Opened or used items

  • Fresh and Frozen food

  • Clearance items, free gifts, and gift cards

  • Custom or personalised items

  • Any item not in resellable condition

Please ensure all returned items are in their original, resale-ready condition.

🔄 Exchanges

The fastest way to exchange a product is to place a new order separately and return the original item under the return process above. Once your return is received and approved, we will issue store credit to your account.

🐶 Palatability Guarantee (Participating Brands Only)

Some of the food brands we carry offer a Palatability Guarantee, which allows you to return a product if your pet doesn’t like it.

This guarantee is only available for participating brands, and conditions may vary depending on the manufacturer’s policy.

If you'd like to return a food product under a palatability guarantee, please contact us first at info@77Paws.com.au to check whether the item qualifies and to receive return instructions.

Please note: Return shipping costs are the responsibility of the customer, unless the item is defective or sent in error.

💳 Refunds & Store Credit

Once we’ve received and inspected your return, we’ll notify you of the outcome.

  • If the return is due to our mistake (e.g., wrong item, defective product), a full refund will be issued to your original payment method;

  • If the return is not caused by our error (e.g., change of mind, incorrect purchase), we will issue a store credit only.

Refunds (when approved) are processed as soon as possible after return approval and return item is received. Please note that bank or card providers may take additional time to post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@77Paws.com.au.