Refund policy

Eligibility for return

To be eligible for a return, items must be in the same condition as when received—unopened, unused, and in their original packaging. You will also need to provide the receipt or proof of purchase.

Return window

Our return policy is valid for 30 days. You have 30 days from the date of receiving your item to request a return.

Return process

To initiate a return, contact us at hellopaws@laftpet.com.au. If your return is accepted, we will provide a return shipping label and instructions on how and where to send your package. Items sent back without prior authorisation will not be accepted.

Shipping fees

Shipping fees from the original order are non-refundable. Customers are responsible for the cost of returning items, except in cases where there was an error on our part. Please note that return shipping may be more expensive than the initial shipping cost.

Return responsibility

We cannot be held responsible for any loss, theft, or damage of the return parcel. Please include your name, address, order number, and return number in the parcel to prevent delays in processing your return.

Change of mind

Due to strict health policies, we do not offer refunds for change of mind. Please make your selections carefully and double-check your order before submitting.

Gift cards

Gift cards or voucher codes are non-returnable and non-refundable.

Sale items

Sale items cannot be returned or exchanged unless deemed faulty.

Contact for returns

For any return-related questions, please contact us at hellopaws@laftpet.com.au.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and make it right.

Refunds

Once we have received and inspected your return, we will notify you of the approval status of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hellopaws@laftpet.com.au.