Refund policy

Last updated: 31 July 2026
This policy applies to purchases made directly through nopawpets.com.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund or replacement. If a problem is minor, we may provide an appropriate remedy within a reasonable time.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.
Change-of-Mind Returns
In addition to your legal rights, Nopaw offers change-of-mind returns requested within 30 calendar days after delivery, subject to the following conditions:
  • the product is unused, unworn and in resalable condition; 
  • all original components, instructions, labels and packaging are included; 
  • you provide reasonable proof of purchase; and
  • you contact us and receive return instructions before sending the product.
For an approved change-of-mind return, you are responsible for the return shipping cost. Original shipping charges, if any, are not refundable unless required by law.
Change-of-mind returns may be refused for personalised products, sealed hygiene products that have been opened, or products that cannot safely be resold for health or hygiene reasons. These exclusions do not apply when a product is faulty, unsafe, incorrectly described or otherwise covered by a statutory consumer guarantee.
Faulty, Damaged, Unsafe or Incorrect Products
If a product is faulty, damaged on arrival, unsafe, materially different from its description, or not the product you ordered, contact support@nopawpets.com as soon as reasonably possible.
Please provide:
  • your order number;
  • a description of the problem; and
  • photographs or video where reasonably helpful.
Photographs may help us assess the problem quickly, but we will not use an unreasonable evidence requirement to deny a valid legal right.
Depending on the circumstances and applicable law, the available remedy may include a repair, replacement, refund or other appropriate solution. Where the product does not meet a consumer guarantee, Nopaw will bear reasonable return costs when required by law.
You are not required to contact the manufacturer or fulfilment partner instead of Nopaw.
Order Cancellations
To request cancellation, email support@nopawpets.com immediately with your order number. 
We will cancel and refund an order if we receive the request before the order enters processing or dispatch. Because orders may begin processing quickly, cancellation is not guaranteed after an order is placed. If the order has already been dispatched, the applicable return process will apply after delivery.
How to Request a Return
Email support@nopawpets.com with your order number and reason for return.
  1. Wait for our return authorisation and return instructions.
  2. Send the product to the address specified in those instructions. The authorised return address may vary by
  3. product and fulfilment location.
  4. Keep your shipping receipt and tracking information until the return is completed.
Do not send a return to our registered office, a manufacturer, or an address shown on the original parcel unless we specifically authorise that address in writing. Unauthorised returns may be delayed or lost.
Return Shipping
  • Change of mind: the customer pays return shipping.
  • Faulty, damaged, unsafe, incorrect or misdescribed product: Nopaw will cover reasonable return costs where required by applicable law.
We recommend using a tracked service for change-of-mind returns. We are not responsible for a return parcel lost before it reaches the authorised return address, except where the loss is caused by a return method arranged by us or where applicable law provides otherwise.
Inspection and Refunds
After an authorised return is received, we will inspect it and notify you of the outcome. Approved refunds will be sent to the original payment method, normally within 5-10 business days after approval. Your bank or payment provider may require additional time to display the refund.
For change-of-mind returns, we may make a reasonable deduction for loss in value caused by handling beyond what is necessary to inspect the product, where permitted by law.
Sale Items
Sale and promotional items remain covered by applicable consumer guarantees. A discounted price does not remove your rights in relation to faulty, unsafe, incorrect or misdescribed products.
Change-of-mind returns for sale items are accepted only if they otherwise satisfy the change-of-mind conditions in this policy.
Contact
Returns and refunds: support@nopawpets.com