Refund policy

RETURN AND REFUND POLICY

We want you to feel confident shopping with Paw & Loom. This policy applies in addition to any rights you may have under applicable consumer laws.

30-DAY CHANGE-OF-MIND RETURNS

You may request a change-of-mind return within 30 days after receiving your order.

To qualify, the item must be unused, undamaged and in its original packaging. You must also provide your order number or proof of purchase.

To request a return, email hello.pawandloom@gmail.com before sending anything. If your return is approved, we will provide the correct return address and instructions. Returns sent without prior approval may not be accepted.

Customers are responsible for change-of-mind return shipping costs. Original shipping charges, if any, are not refundable unless required by law. We recommend using tracked shipping because we cannot take responsibility for returns lost in transit.

DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS

Please inspect your order when it arrives. If an item is damaged, faulty, materially different from its description, or you receive the wrong item, contact hello.pawandloom@gmail.com as soon as possible.

Include your order number, a description of the issue, and clear photos or video where reasonably possible. After reviewing the issue, we may offer an appropriate remedy such as a replacement, repair or refund. Where required by applicable consumer law, we will cover reasonable return costs or provide another suitable return arrangement.

Your rights for faulty or misdescribed products are not limited to 30 days where applicable consumer law provides a longer period.

CANCELLATIONS

Orders may only be cancelled before processing or fulfilment begins. Contact us as soon as possible at hello.pawandloom@gmail.com. We cannot guarantee cancellation after an order has been submitted for fulfilment.

EXCHANGES

We do not offer direct exchanges for change-of-mind returns. Once an approved return has been completed, you may place a new order for the item you want. This does not affect your rights when a product is faulty, damaged or incorrect.

SALE ITEMS

Change-of-mind returns may not be available for items marked as final sale. This does not exclude or limit any rights relating to faulty, damaged, unsafe or misdescribed products under applicable consumer law.

UNITED KINGDOM CANCELLATION RIGHTS

If you are a consumer in the United Kingdom, you may have the right to cancel an eligible online purchase within 14 days after receiving it without giving a reason. After notifying us, you generally have another 14 days to return the item.

You are responsible for return shipping costs for a change-of-mind cancellation unless applicable law requires otherwise. Items may be inspected, and a deduction may be made where handling has reduced their value beyond what is reasonably necessary to inspect them.

REFUNDS

We will notify you after we receive and inspect an approved return, or after we approve another resolution.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after we process the refund for your bank or payment provider to display it.

If more than 15 business days have passed since we confirmed that your refund was processed, contact hello.pawandloom@gmail.com.

This policy does not exclude, restrict or modify rights that cannot legally be excluded, including rights under the Australian Consumer Law and other applicable consumer-protection laws.