Refund policy

Last updated: 27 July 2026

At CalmPaws AU, we want customers to feel confident when shopping with us. This policy explains our change-of-mind return process and your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, not of acceptable quality, not fit for its intended purpose or materially different from its description.

Your rights under the Australian Consumer Law are not limited by the 14-day change-of-mind period, original packaging requirements or any manufacturer’s warranty.

Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we accept eligible change-of-mind returns requested within 14 calendar days after delivery.

To qualify for a change-of-mind return:

The item must be unused, unworn and in its original condition.
The item must be clean and free from pet hair, marks, odours or damage.
The item must be returned with its original packaging, accessories and instructions.
Proof of purchase from CalmPaws AU is required.
You must contact us and receive return authorisation before sending the item.
Change-of-mind returns are subject to inspection. We reserve the right to decline a change-of-mind return that does not meet these conditions. This does not limit any rights available under the Australian Consumer Law.

Hygiene and Safety

For hygiene and safety reasons, we do not accept change-of-mind returns for pet products that have been used, worn, chewed, soiled or exposed to pet hair or bodily fluids.

This exclusion does not apply where a customer is entitled to a remedy under the Australian Consumer Law.

Faulty, Damaged, Unsafe or Incorrect Items

If an item arrives damaged, defective, unsafe, incorrect or materially different from its description, please contact us as soon as reasonably possible.

Provide:

Your full name;
Order number;
A description of the problem; and
Clear photographs or video where reasonably possible.

Photographs help us assess the issue quickly, but they do not remove your rights under the Australian Consumer Law.

Depending on the circumstances and the seriousness of the problem, the available remedy may include repair, replacement, refund or another remedy required by law.

Do not dispose of or return an item until we provide instructions, unless doing so is necessary for safety.

How to Request a Return

Before returning any product:

Email support@calmpawsau.com with your order number and reason for the request.
Wait for our return authorisation and instructions.
Send the item only to the return address provided in our instructions.
Keep your postage receipt and tracking information until the return is completed.

Because we work with multiple fulfilment partners, the correct return location may depend on the product. Items sent without authorisation or to an incorrect address may experience delays.

Do not send returns to our business correspondence address unless we expressly instruct you to do so.

Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as the customer remains responsible for the parcel until it reaches the authorised return location.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, CalmPaws AU will cover reasonable return shipping costs where required by law.

Original shipping charges are not applicable to standard orders because CalmPaws AU provides free tracked shipping across Australia.

Refunds

Once a returned item is received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. We aim to initiate the refund within 5–10 business days after approval.

Your bank, card provider or payment service may require additional time to display the refunded amount. Unless otherwise agreed with you, refunds will not be provided as store credit in place of a monetary refund where the Australian Consumer Law requires a refund.

Exchanges

Exchanges are subject to product availability. Where a direct exchange is not available, we may provide a refund or another applicable remedy.

Order Cancellations and Changes

We will make reasonable efforts to accommodate requests received within 12 hours of purchase. However, cancellation or amendment cannot be guaranteed once processing or fulfilment has begun.

If an order has already been dispatched, the applicable return process will apply after delivery.

Late or Missing Refunds

If we have confirmed that a refund was issued but it does not appear after the expected processing period:

Check your bank or payment account again.
Contact your card issuer, bank or payment provider.
Contact CalmPaws AU if you still need assistance.

CalmPaws AU
Operated by Paulo Roberto Sapienza
48 Livistona Street
Redland Bay QLD 4165
Australia

Email: support@calmpawsau.com
Phone: +61 452 522 976
Business hours: Monday to Friday, 9:00 am–5:00 pm AEST

We aim to respond within one business day.