Refund policy

Return and Refund Policy

At Pawtex Oz, we want you to feel confident when ordering PawTex® coated webbing. Please read this policy before placing an order, especially for webbing sold by the metre or cut to your selected length.

This policy applies to purchases made through pawtex.com.au.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Change of Mind Returns

Because many Pawtex Oz products are sold by the metre and may be cut to your selected length, we generally cannot accept change-of-mind returns for cut-length webbing, custom quantities, or special orders unless the product is faulty, damaged, or not as described.

For standard products that have not been used, cut, altered, or damaged after delivery, you may contact us within 14 days of receiving your order to request a return.

To be eligible for a change-of-mind return, the item must be:

Unused and in original condition
Free from marks, damage, dirt, odour, or alterations
Returned with proof of purchase
Approved by us before being sent back

Change-of-mind returns are not guaranteed and are assessed case by case.

Faulty, Damaged, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is faulty, damaged, incorrect, or not as described.

Please email us at hello@pawtex.com.au with:

  • Your order number
  • A description of the issue
  • Clear photos of the product, packaging, and any damage
  • Any other details that may help us assess the issue

We may need to assess the item before confirming the appropriate remedy.

If the item has a major problem, you may be entitled to choose a refund or replacement. If the issue is minor, we may offer a repair, replacement, or another suitable remedy in line with Australian Consumer Law.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs. Original shipping costs are not refunded for change-of-mind returns.

If an item is confirmed to be faulty, damaged, or incorrectly supplied, we will cover or reimburse reasonable return shipping costs where required under Australian Consumer Law.

Please keep your postage receipt and tracking details.

Non-Returnable Items

Unless required under Australian Consumer Law, we do not accept returns for:

  • Webbing cut to your selected length
  • Custom or special-order items
  • Used, altered, marked, or damaged items
  • Items damaged due to misuse, incorrect storage, or normal wear and tear
  • Products purchased from another retailer or supplier

Refunds

Once your return has been received and assessed, we will notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method. Please allow time for your bank, card provider, or payment platform to process the refund.

Shipping fees are only refunded where required by law or where the issue was caused by Pawtex Oz.

Exchanges

Where possible, we may offer an exchange for an incorrect, faulty, or damaged item. Exchanges are subject to stock availability.

How to Start a Return

To request a return, contact us at:

Pawtex Oz
Email: hello@pawtex.com.au
Address: 65A Lara Way, Campbellfield VIC 3061, Australia

Please do not send items back without contacting us first, as unapproved returns may not be accepted.