Last reviewed: 20 July 2026
Nothing in this policy excludes or limits rights available under the Australian Consumer Law.
Faulty, damaged or incorrect products
Contact PawReset promptly if a product arrives faulty, damaged, materially different from its description or incorrect. Include the order number, a description of the issue and clear photographs where practical.
Depending on the circumstances and the customer’s rights, the remedy may include repair, replacement, refund or another appropriate solution.
Change of mind
For eligible non-personalised products, contact us within 14 days of delivery before returning anything. The item must be unused, in original condition and suitable for resale. Customers are responsible for approved change-of-mind return postage unless PawReset agrees otherwise.
Original shipping charges are not normally refundable for a change-of-mind return.
Personalised and made-to-order products
We do not accept change-of-mind returns for products made or personalised to a customer’s instructions once production has started. This does not affect rights relating to faulty, damaged, incorrect or misdescribed products.
For products with a proof, production begins once the customer approves that proof. PawReset is not responsible for errors that were visible in an approved proof, except where the law provides otherwise.
Cancellations
Contact us immediately if an order needs to be cancelled. We will cancel and refund an order where possible, but a cancellation may not be available after a supplier accepts the order or personalised production begins.
How to request help
Email support@pawreset.com.au with:
- the order number;
- the customer’s name;
- the affected item;
- a clear description of the issue; and
- photographs where relevant.
Do not send a product back until PawReset provides return instructions.