REFUND AND RETURN POLICY
Effective Date: January 2026
Paws Haven | Powered by AFL Group
1. OUR COMMITMENT TO YOU
At Paws Haven, customer satisfaction is our priority. We stand behind the quality of our products and are committed to ensuring you’re completely happy with your purchase. This Refund and Return Policy outlines your rights and our procedures in accordance with Australian Consumer Law.
Operator: AFL Group
ABN: 33 688 460 273
Contact: 1300 179 856
Email: info@pawshaven.com.au
Address: Sydney, New South Wales, Australia, 2000
2. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
2.1 Consumer Guarantees
All products purchased from Paws Haven come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:
- Replacement or refund for a major failure
- Compensation for any other reasonably foreseeable loss or damage
- Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure
2.2 Acceptable Quality
Products must be:
- Fit for the purpose they are commonly used
- Acceptable in appearance and finish
- Free from defects
- Safe and durable
- Match description, sample, or demonstration model
2.3 Major vs. Minor Failures
Major Failure occurs when:
- Product has a problem that would have stopped someone from buying it if they’d known about it
- Product is unsafe
- Product is significantly different from description or sample
- Product is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
Minor Failure:
- Problems that can be repaired in a reasonable time
- Does not substantially affect use of the product
3. CHANGE OF MIND RETURNS
3.1 Return Period
We offer a 30-day change of mind return policy from the date of delivery for most items.
3.2 Eligibility Criteria
To be eligible for a change of mind return, items must be:
✓ Within 30 days of delivery
✓ In original, unused condition
✓ In original packaging with all tags attached
✓ Accompanied by proof of purchase (order confirmation/receipt)
✓ Complete with all accessories, manuals, and components
✓ Free from damage, stains, odors, or signs of use
3.3 Non-Returnable Items
For hygiene, safety, and practical reasons, the following items cannot be returned for change of mind:
❌ Bedding & Sleep Products:
- Mattresses and mattress toppers
- Pillows (all types)
- Quilts and duvets (if opened)
- Bed sheets and pillowcases (if opened)
❌ Personal Care Items:
- Opened beauty or personal care products
- Underwear or intimate apparel
❌ Custom/Personalized Items:
- Made-to-order furniture
- Monogrammed or personalized products
- Custom upholstery or fabric selections
- Bespoke items made to your specifications
❌ Clearance/Final Sale:
- Items marked “Final Sale” or “Clearance – No Returns”
- End-of-line products (clearly marked)
❌ Other:
- Perishable goods
- Digital products or downloadable content
- Gift cards or vouchers
- Items purchased from third-party sellers
These items can still be returned if faulty or not as described.
4. RETURN PROCESS
4.1 Step-by-Step Guide
STEP 1: Contact Us
Before returning any item, you must obtain a Return Merchandise Authorization (RMA):
- Email: info@pawshaven.com.au
- Phone: 1300 179 856
- Online: Complete return form at www.pawshaven.com.au/returns
Provide the following information:
- Order number
- Item(s) to be returned
- Reason for return
- Photos (if applicable for damage/fault claims)
- Preferred resolution (refund, exchange, store credit)
STEP 2: Receive Authorization
- We’ll respond within 2 business days (usually sooner)
- You’ll receive a unique RMA number
- Return instructions and address provided
- Return shipping label (if applicable – for faulty items only)
STEP 3: Package Your Return
- Use original packaging where possible
- Include all accessories, manuals, tags, and components
- Print and include RMA number clearly on package
- Pack securely to prevent damage during transit
- Remove or cover old shipping labels
STEP 4: Ship Your Return
For Change of Mind Returns:
- You arrange and pay for return shipping
- We recommend tracked, insured service
- Keep proof of postage/tracking number
- Ship to address provided in RMA email
For Faulty/Incorrect Items:
- We provide prepaid return label
- Email label to print and attach
- Or arrange courier collection (if large item)
Return Address:
Paws Haven Returns Department
[Warehouse Address]
Sydney, NSW 2000
STEP 5: Processing Your Return
- We inspect items within 2-3 business days of receipt
- You’ll receive email confirmation of receipt
- Approval or denial notification sent
- Refunds processed within 5-7 business days of approval
4.2 Return Shipping Costs
| Return Reason | Who Pays Shipping |
|---|---|
| Change of mind | Customer |
| Faulty/defective item | Paws Haven |
| Incorrect item sent | Paws Haven |
| Not as described | Paws Haven |
| Damaged in transit | Paws Haven |
Important: We recommend using tracked and insured shipping. Paws Haven is not responsible for items lost or damaged during return transit unless we provided the shipping label.
4.3 Return Timeframes
| Action | Timeframe |
|---|---|
| RMA request response | 2 business days |
| Return shipping | Your choice (tracked recommended) |
| Receipt acknowledgment | 1 business day |
| Inspection | 2-3 business days |
| Refund processing | 5-7 business days |
| Bank/card credit | 3-5 additional business days |
Total estimated time: 10-18 business days from when you ship the item back to receiving your refund.
5. REFUND OPTIONS & PROCESSING
5.1 Refund Methods
You can choose:
Option 1: Original Payment Method
- Refund to credit/debit card, PayPal, or payment method used
- Standard processing time applies
- No bonus applied
Option 2: Store Credit
- Issued as gift voucher/account credit
- 10% bonus value applied
- Example: $100 return = $110 store credit
- No expiry date
- Can be used for future purchases
- Transferable upon request
Option 3: Exchange
- For different size, color, or similar product
- Subject to stock availability
- Price difference charged/refunded accordingly
- We cover exchange shipping for faulty items
- Customer covers exchange shipping for change of mind
5.2 Refund Processing Times
From approval date:
| Payment Method | Processing Time |
|---|---|
| Credit/Debit Card | 5-7 business days + 3-5 bank processing days |
| PayPal | 5-7 business days |
| Afterpay | 5-7 business days (installments adjusted) |
| Bank Transfer | 3-5 business days |
| Store Credit | Instant upon approval |
5.3 Partial Refunds
A partial refund may be issued if:
- Item shows signs of use beyond reasonable inspection
- Item returned without original packaging
- Missing components or accessories
- Item returned after 30-day period (at our discretion)
- Damage caused after delivery (non-transit related)
You will be notified and must approve partial refund before processing.
5.4 Shipping Costs Refund
Change of Mind:
- Original shipping costs NOT refunded
- Return shipping costs paid by customer
Faulty/Incorrect Items:
- Full refund including original shipping costs
- Return shipping costs covered by us
Free Shipping Orders:
- If returning part of free shipping order, actual shipping cost may be deducted from refund
- If returning complete order due to fault, full refund including shipping value
6. FAULTY, DEFECTIVE, OR DAMAGED ITEMS
6.1 Reporting Faults
Immediately Upon Delivery (Visible Damage):
- Note damage on delivery receipt
- Photograph packaging and damaged item
- Contact us within 48 hours: info@pawshaven.com.au
After Delivery (Concealed Damage/Faults):
- Contact us as soon as fault is discovered
- Preferably within 7 days of delivery
- Up to 30 days still accepted for most items
- Warranty period for manufacturing defects (see Warranty Policy)
6.2 Required Information
Please provide:
- Order number and date of purchase
- Description of fault/damage
- Clear photos/videos showing the issue
- Photos of product labels/tags if applicable
- Explanation of what happened (if relevant)
6.3 Assessment Process
- Initial Review: We assess your claim within 2 business days
- Resolution Offered: Based on severity and ACL rights
- Return Arranged: If required, we provide prepaid label
- Inspection: Physical inspection upon receipt (if needed)
- Final Decision: Resolution provided within 3 business days of receiving item
6.4 Resolutions for Faulty Items
Major Fault – You choose:
- Full refund (including shipping costs)
- Replacement product (we cover shipping)
- Store credit with 10% bonus
Minor Fault – We offer:
- Repair (if economically viable)
- Replacement (if stock available)
- Partial refund for reduced value
- Full refund if repair/replacement unreasonable
6.5 DOA (Dead on Arrival) Policy
If product doesn’t work when first used:
- Report within 7 days of delivery
- Immediate replacement or full refund
- Express shipping for replacement (where available)
- No questions asked resolution
7. INCORRECT ITEMS RECEIVED
7.1 Our Mistake
If we sent you the wrong item:
- We sincerely apologize
- Report within 7 days of delivery
- We’ll arrange immediate collection
- Replacement shipped express (at no charge)
- OR full refund including all shipping costs
- Complimentary gift as apology (for inconvenience)
7.2 What to Do
- Don’t use or remove tags from incorrect item
- Keep in original packaging
- Contact info@pawshaven.com.au
- Provide order number and photo of item received
- We’ll arrange collection (usually within 2 business days)
8. EXCHANGES
8.1 Exchange Eligibility
Exchanges available for:
- Different size
- Different color
- Alternative product of equal or greater value
Requirements:
- Within 30-day return period
- Item meets return eligibility criteria
- Replacement item in stock
8.2 Exchange Process
- Contact us with exchange request
- Receive RMA number
- Return original item
- We ship replacement upon receipt and approval
- Price differences charged/refunded accordingly
8.3 Exchange Shipping Costs
| Reason | Original Item Return | Replacement Shipping |
|---|---|---|
| Change of mind | Customer pays | Customer pays standard shipping |
| Faulty/incorrect item | Free (we arrange) | Free (express where possible) |
| Size/color exchange | Customer pays | 50% off standard shipping |
8.4 Out of Stock Exchanges
If desired exchange item unavailable:
- We’ll notify you immediately
- Options: Wait for restock, choose alternative, or refund
- Store credit with 10% bonus available
9. RESTOCKING FEES
9.1 When Applied
Restocking fees may apply to:
| Item Category | Restocking Fee |
|---|---|
| Standard items (change of mind) | No fee |
| Large furniture (change of mind) | 15% |
| Bulky items over 30kg (change of mind) | 15% |
| Custom/made-to-order items* | 25% |
| Items returned after 30 days** | 20% |
*If we allow return on custom items
**At our discretion
9.2 No Restocking Fees
No restocking fees for:
- Faulty or defective items
- Incorrect items sent
- Items not as described
- Damaged in transit
- DOA products
10. CANCELLATIONS
10.1 Before Dispatch
If order not yet shipped:
- Contact immediately: 1300 179 856
- Full refund available
- Usually processed same business day
- Refund within 3-5 business days
10.2 After Dispatch
Once shipped:
- Standard return process applies
- You can refuse delivery
- Return shipping costs apply for change of mind
- Item must be returned unused in original packaging
10.3 Custom/Made-to-Order Cancellations
- 48-hour grace period after order placement
- Full refund if cancelled within 48 hours
- After 48 hours: 25% cancellation fee
- Once manufacturing starts: 50% cancellation fee
- Completed items: Standard return process only
11. SPECIAL CIRCUMSTANCES
11.1 Sale & Clearance Items
Regular Sale Items:
- Standard 30-day return policy applies
- Same return conditions
Final Sale/Clearance Items:
- Clearly marked “Final Sale” or “No Returns”
- Can only be returned if faulty
- ACL rights still apply
11.2 Gift Returns
With Receipt:
- Standard return policy applies
- Refund to original payment method or store credit
Without Receipt:
- Store credit only (at current selling price)
- Must provide proof of purchase from gift giver
- Subject to verification
11.3 Bulk/Business Orders
For orders of 10+ items or $5,000+:
- Contact our commercial team
- Special return arrangements may apply
- Discuss before ordering: info@pawshaven.com.au
11.4 Opened Bedding/Hygiene Products
If opened but claiming fault:
- Hygiene seal must be intact where applicable
- Detailed assessment required
- Photos of alleged fault necessary
- May require independent inspection
- Decision at our discretion
12. RETURN CONDITION REQUIREMENTS
12.1 Acceptable Condition
Items must be returned:
✓ Unused and in original condition
✓ With all original tags and labels attached
✓ In original packaging (where possible)
✓ With all accessories, components, hardware
✓ With instruction manuals and warranty cards
✓ Free from odors (smoke, perfume, pets)
✓ Clean and unstained
✓ In resalable condition
12.2 Unacceptable Returns
Returns may be rejected if:
❌ Item shows signs of use or wear
❌ Tags or labels removed
❌ Packaging destroyed or missing
❌ Components or accessories missing
❌ Item damaged after delivery
❌ Item soiled, stained, or has odors
❌ Assembled items (unless faulty)
❌ Modified or altered in any way
Rejected returns will be:
- Shipped back to you at your expense, OR
- Donated to charity (with your permission), OR
- Disposed of (you forfeit refund)
13. REFUND DENIALS & DISPUTES
13.1 Reasons for Denial
Refunds/returns may be denied if:
- Item not in acceptable condition
- Outside 30-day return period (change of mind)
- Non-returnable item category
- No proof of purchase
- Item not purchased from Paws Haven
- Return made in bad faith
13.2 Notification
If your return is denied:
- Email notification with detailed explanation
- Photos of returned item condition
- Opportunity to respond within 7 days
- Options for resolution discussed
13.3 Dispute Resolution
If you disagree with our decision:
Step 1: Contact our Customer Service Manager
- Email: info@pawshaven.com.au (Subject: Return Dispute)
- Phone: 1300 179 856
- We’ll review with senior management
Step 2: Independent Review
- Third-party assessment (if appropriate)
- Costs shared or waived depending on outcome
Step 3: External Dispute Resolution
- Contact your state/territory Consumer Protection Office
- Australian Competition & Consumer Commission (ACCC)
- See contact details in Section 18
14. WARRANTY CLAIMS vs. RETURNS
14.1 Difference
Returns Policy (This Document):
- 30-day change of mind period
- Initial faults discovered immediately
- ACL consumer guarantees
Warranty Policy:
- Covers manufacturing defects after 30 days
- Extended period (6-24 months depending on product)
- See separate Warranty Policy for details
14.2 Which Applies?
| Timeframe | Reason | Policy |
|---|---|---|
| Within 30 days | Any reason | Returns Policy |
| Within 30 days | Faulty | Your choice: Returns OR Warranty |
| After 30 days | Faulty | Warranty Policy |
| After 30 days | Change of mind | Not applicable* |
*Unless special circumstances at our discretion
15. REFUND TRACKING & CONFIRMATION
15.1 Return Status Updates
Track your return at: www.pawshaven.com.au/return-status
Status indicators:
- Return Requested (RMA issued)
- Item in Transit
- Return Received
- Under Inspection
- Approved/Denied
- Refund Processed
- Completed
15.2 Notifications
You’ll receive emails at each stage:
- RMA authorization
- Return received confirmation
- Inspection results
- Refund processed notification
- Completion confirmation
15.3 Refund Confirmation
Once refund processed:
- Confirmation email with transaction details
- Refund amount and method
- Estimated credit date
- Reference number for bank/payment processor
16. MULTIPLE ITEM RETURNS
16.1 Partial Order Returns
You can return some items from an order:
- Each item assessed individually
- Shipping cost allocation applies
- Free shipping threshold may affect refund
Example:
- Ordered 3 items totaling $250 (free shipping)
- Return 1 item worth $80
- Remaining order $170 (under free shipping threshold)
- Proportional shipping cost deducted: ~$8
16.2 Complete Order Returns
Returning entire order:
- Single RMA can cover all items
- Full refund including original shipping (if faulty)
- Original shipping not refunded (if change of mind)
17. RESPONSIBILITIES & LIABILITIES
17.1 Your Responsibilities
You are responsible for:
- Initiating returns within specified timeframes
- Packaging items securely for return
- Obtaining proof of postage/tracking
- Maintaining items in returnable condition
- Providing accurate information
- Covering return shipping (change of mind)
17.2 Our Responsibilities
We are responsible for:
- Honoring ACL consumer guarantees
- Processing returns efficiently
- Clear communication throughout process
- Fair assessment of returned items
- Timely refunds
- Covering return shipping (faulty items)
17.3 Limitations
We are NOT liable for:
- Items lost/damaged during return transit (unless we provided shipping label)
- Returns without RMA numbers (may be refused)
- Items returned to incorrect address
- Refund delays by banks/payment processors
- Consequential damages beyond product value
18. CONSUMER PROTECTION CONTACTS
If you have unresolved issues:
NSW Fair Trading
Phone: 13 32 20
Web: www.fairtrading.nsw.gov.au
Australian Competition & Consumer Commission (ACCC)
Phone: 1300 302 502
Web: www.accc.gov.au
Australian Consumer Law Information
Web: www.consumerlaw.gov.au
19. POLICY MODIFICATIONS
AFL Group reserves the right to modify this Refund and Return Policy at any time.
- Changes effective upon posting to website
- Material changes communicated via email to registered customers
- Continued use constitutes acceptance
- Your statutory rights under ACL are not affected
Last Revision: January 2026
Next Review: July 2026
20. CONTACT INFORMATION
Returns & Refunds Department
Paws Haven
Powered by AFL Group
ABN: 33 688 460 273
📞 Phone: 1300 179 856
📧 Email: info@pawshaven.com.au
🌐 Website: www.pawshaven.com.au
🏢 Address: Sydney, New South Wales, Australia, 2000
Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM AEST
Saturday: 10:00 AM – 4:00 PM AEST
Sunday & Public Holidays: Closed
Response Times:
- Phone: Immediate during business hours
- Email: Within 24 business hours
- Returns processing: 2-3 business days
Live Chat: Available on website Mon-Fri 9am-5pm
21. FREQUENTLY ASKED QUESTIONS
Q: Can I return an item without the original packaging?
A: We prefer original packaging, but it’s not always essential. The item must still be in new, unused condition. Partial refund may apply if packaging is missing.
Q: How long do refunds take?
A: 5-7 business days to process after we receive and approve your return, plus 3-5 additional business days for your bank/card company to credit your account.
Q: What if my item arrives damaged?
A: Contact us within 48 hours with photos. We’ll arrange free return and send a replacement immediately or process a full refund.
Q: Can I exchange an item for a different product?
A: Yes, subject to availability and price difference. Contact us to arrange.
Q: I’ve lost my receipt. Can I still return?
A: If you ordered online, we have your order details. For store purchases (if applicable), we may offer store credit at current price.
Q: What’s the fastest way to get a refund?
A: Choose store credit option – it’s instant upon approval and includes a 10% bonus.
Q: Can someone else return an item on my behalf?
A: Yes, with RMA number and order details. Refund will be to original payment method.
Q: Do I need to return accessories that came with the product?
A: Yes, all components, accessories, manuals, and packaging must be returned for a full refund.
Q: Can I return a gift someone bought for me?
A: Yes, with proof of purchase. You’ll receive store credit or we can refund the original purchaser.
Q: What if the item goes on sale after I bought it?
A: Contact us within 14 days of your purchase. We’ll provide store credit for the difference if item purchased within 14 days of sale price.
Q: Are sale items returnable?
A: Yes, unless marked “Final Sale” or “Clearance – No Returns.” Standard 30-day return policy applies to regular sale items.
Q: What happens if I refuse delivery?
A: Item returns to us. If change of mind, return shipping and 15% restocking fee apply. If fault or error, full refund.
22. RETURN CHECKLIST
Before Returning Items:
Contacted Paws Haven and obtained RMA number
Checked item is within 30-day return period
Confirmed item is in original, unused condition
All tags and labels still attached
Original packaging available
All accessories and components included
Printed RMA number on package
Photographed item before packing (recommended)
Packed securely to prevent transit damage
Used tracked shipping method
Kept proof of postage/tracking number
Noted expected refund processing timeframe
23. TIPS FOR SUCCESSFUL RETURNS
Increase your chances of hassle-free returns:
✓ Act Quickly: Don’t wait until day 30
✓ Keep Everything: Packaging, tags, accessories
✓ Inspect on Delivery: Check items immediately
✓ Report Damage Fast: Within 48 hours
✓ Take Photos: Before and after unboxing
✓ Read Product Descriptions: Ensure it meets your needs before ordering
✓ Contact First: Always get RMA before returning
✓ Use Tracking: Protect yourself with proof of return
✓ Be Honest: Accurate reason for return speeds processing
✓ Keep Communications: Save all emails and references
24. ENVIRONMENTAL COMMITMENT
At Paws Haven, we’re committed to sustainability:
- Returned items in perfect condition are restocked
- Items with minor packaging damage sold as “open box” discounts
- Damaged items responsibly recycled where possible
- Partnerships with charities for donatable returns
- Packaging materials reused when appropriate
You can help:
- Only order what you need
- Check measurements and descriptions carefully
- Keep packaging for potential returns
- Consider store credit option (reduces shipping environmental impact)
This Refund and Return Policy is part of our Terms and Conditions and should be read in conjunction with our Privacy Policy, Shipping and Delivery Policy, and Warranty Policy.
Your statutory rights under Australian Consumer Law are not affected by this policy. Where this policy provides greater rights than ACL, you may choose to rely on those terms.
Thank you for shopping with Paws Haven. We appreciate your business and are committed to ensuring your complete satisfaction.