Refund policy
PawPorter – Free 30-Day Returns & Refunds
Website: https://PawPorter.space
Customer Support: support@PawPorter.space
1. Introduction
At PawPorter, customer satisfaction is an important part of our commitment to providing a positive shopping experience. We understand that choosing the right pet travel accessories requires confidence, especially when purchasing products intended for the comfort and convenience of your furry companions.
Our Return & Refund Policy has been established to provide customers with a clear, fair, and straightforward process for requesting returns and refunds.
We offer a free 30-day return policy for eligible purchases, allowing customers to shop with greater peace of mind.
This policy applies to products purchased directly through our official website, https://PawPorter.space, and should be read together with our Terms of Service and Shipping Policy.
Nothing in this policy excludes, restricts, or modifies consumer rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation, including the Australian Consumer Law.
2. Our 30-Day Return Policy
Customers may request a return within 30 calendar days of receiving their order.
To begin the return process, please contact our customer support team at support@PawPorter.space within the 30-day return period.
Our team will review your request, explain the applicable procedure, and provide return instructions.
For eligible returns under this policy, PawPorter does not charge return processing fees or restocking fees. Authorized return shipping will also be arranged at no cost to the customer.
The return period begins on the date the product is delivered to the customer or an authorized recipient.
If an order contains multiple items delivered separately, the applicable return period for each item begins when that item is received.
3. Return Eligibility
For voluntary returns, including change-of-mind requests, products should generally meet the following conditions:
The return request is submitted within 30 calendar days of delivery.
The product is in good condition and has not been damaged through misuse.
The item is returned with its original accessories, components, and packaging where reasonably available.
The product has not been materially altered or excessively used.
Proof of purchase or sufficient order information can be provided.
Customers may reasonably inspect an item to determine whether it meets their needs. However, products returned because of a change of mind should remain suitable for resale.
Pet carriers, backpacks, and travel accessories should be returned reasonably clean and free from significant pet hair, stains, odors, or damage resulting from use.
These conditions apply to voluntary returns and do not limit any statutory remedies available for faulty, unsafe, misdescribed, or otherwise noncompliant goods.
4. Free Returns
PawPorter offers free return shipping for eligible returns submitted within the 30-day return window.
Once a return request is approved, we will provide an appropriate return shipping arrangement, such as a prepaid shipping label or another agreed return method.
Customers should not purchase return postage independently unless instructed to do so by our customer support team.
If return postage must be purchased under an arrangement approved by PawPorter, we will explain how reimbursement will be handled.
We do not charge restocking fees for approved returns.
Our goal is to make the return experience as simple and transparent as possible.
5. How to Request a Return
To request a return, please follow the steps below.
Step 1: Contact Customer Support
Send an email to support@PawPorter.space with the subject line "Return Request – Order Number."
Step 2: Provide Order Information
Include your full name, order number, email address associated with the purchase, and a brief explanation of the return request.
Step 3: Provide Supporting Information if Necessary
For damaged, defective, or incorrect products, photographs may help our team assess the issue more efficiently.
Step 4: Receive Return Instructions
Our customer support team will review your request and provide instructions regarding the designated return destination and shipping arrangements.
Step 5: Return the Product
Pack the product securely, include all reasonably available accessories, and follow the supplied return instructions.
Step 6: Refund Review
After the returned product is received, we will assess the return and communicate the outcome of the request.
For returns involving statutory consumer guarantees, appropriate remedies will be provided in accordance with applicable law, regardless of whether the ordinary voluntary return conditions are satisfied.
6. Damaged or Defective Products
If your order arrives damaged, defective, or otherwise unsuitable for its intended purpose, please contact us as soon as reasonably possible.
We recommend inspecting your order shortly after delivery.
When contacting us, provide your order number, a description of the issue, and photographs if available.
Depending on the circumstances and applicable consumer protection requirements, an appropriate remedy may include a repair, replacement, refund, or another legally required solution.
Customers are not required to accept store credit in place of a monetary refund where applicable law entitles them to a refund.
PawPorter will not charge customers for return shipping when a return is required because of a defect or another issue for which the business is legally responsible.
7. Incorrect Items Received
If you receive an item that is different from what you ordered, please contact support@PawPorter.space.
Provide your order number and a brief description of the incorrect item.
Our team will review the discrepancy and arrange an appropriate solution, which may include sending the correct product or issuing a refund.
Customers will not be responsible for return shipping costs associated with an incorrectly supplied product.
We aim to resolve such issues fairly and with minimal inconvenience.
8. Change-of-Mind Returns
We understand that customers may occasionally change their minds after purchasing a product.
Under our voluntary 30-day return policy, eligible change-of-mind returns are accepted when requested within 30 days of receiving the product.
Items should be returned in good condition and should not show excessive use or damage.
For approved change-of-mind returns, authorized return shipping is free, and no restocking fee applies.
If a product does not qualify for a voluntary return because of its condition, we will explain the reason.
Any additional rights under applicable consumer law remain unaffected.
9. Refund Processing
Once an eligible return has been received and assessed, PawPorter will arrange the applicable refund.
Refunds will generally be issued to the original payment method used to place the order.
We aim to initiate approved refunds promptly after the return has been completed and assessed, normally within 10 business days.
The time required for the refunded amount to appear in your account may vary depending on your bank, card provider, or payment service.
If a refund has been approved but has not appeared within a reasonable period, please contact us for assistance.
Where applicable law requires an earlier or different remedy, those legal requirements take precedence.
10. Exchanges
If you would like a different product, size, or design, please contact our customer support team.
Exchange availability depends on the relevant product and inventory.
Where a direct exchange is unavailable, customers may request an eligible return and place a separate order for their preferred replacement product.
For defective or incorrectly supplied products, exchanges and replacements will be handled in accordance with applicable consumer protection laws.
11. Order Cancellations
If you need to cancel an order, please contact support@PawPorter.space as soon as possible.
We will attempt to accommodate cancellation requests before the order has been processed for shipment.
Once an order has entered the shipping process, cancellation may no longer be possible.
If the order has already shipped, customers may use the applicable return procedure after delivery.
Cancellation requests do not affect any additional rights customers may have under applicable law.
12. Lost or Undelivered Orders
If your order has not arrived within the expected delivery period, please contact our customer support team.
We will review the available shipping information and work toward an appropriate resolution.
Where a product is not delivered and a refund or replacement is required under applicable law, PawPorter will provide the appropriate remedy.
Customers should not be required to resolve a delivery failure directly with a shipping carrier when the seller remains legally responsible.
13. Return Shipping Instructions
Please do not send returned products directly to our listed business address unless our customer support team specifically instructs you to do so.
Our business contact address is:
96B Glebe Point Rd, Glebe NSW, Australia.
The designated return destination may differ depending on the product and the shipping arrangement.
For accurate return instructions, contact:
support@PawPorter.space
Unapproved return shipments may cause delays in identification and processing.
14. Consumer Rights
PawPorter respects applicable consumer protection laws, including the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
Customers may be entitled to a refund or replacement for a major failure and compensation for other reasonably foreseeable loss or damage. For a failure that does not amount to a major failure, customers may be entitled to an appropriate remedy under applicable law.
Our voluntary 30-day policy provides additional benefits and does not replace, limit, or override statutory consumer guarantees.
15. Contact Information
For return requests, refund inquiries, or assistance with your purchase, please contact:
PawPorter
Website: https://PawPorter.space
Email: support@PawPorter.space
Phone: 0466 209 837
Business Address: 96B Glebe Point Rd, Glebe NSW, Australia
Thank you for choosing PawPorter. We appreciate the opportunity to support your adventures with your furry companions.