Returns & Refunds

Last updated: September 26, 2026

We want you to feel confident ordering from Plexia Paw. If there is a problem with your order, contact us and we will work with you to find the appropriate solution.

Change-of-mind returns

You may request a change-of-mind return within 30 days of delivery. To be eligible, the item must be unused, in its original condition and packaging, and include any accessories supplied with it.

To start a return, email us at plexia786@gmail.com with your order number before sending anything back. We will provide return instructions and, where applicable, the correct return address. Items sent back without prior return instructions may not be accepted.

For approved change-of-mind returns, return shipping costs are generally the customer's responsibility and original shipping charges are not refundable, unless required by law.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, materially different from what was ordered, or otherwise does not meet applicable consumer guarantees, please contact us as soon as reasonably possible with your order number and details of the issue. We may ask for photos or other information that reasonably helps us assess the problem.

Where the Australian Consumer Law applies, we will provide the remedy you are entitled to, which may include a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.

Exceptions for change-of-mind returns

For hygiene and safety reasons, opened or used grooming or hygiene products, used bedding, personalised items and gift cards generally cannot be returned simply because you changed your mind. This does not limit any rights you may have if an item is faulty, unsafe, incorrectly described or otherwise covered by the Australian Consumer Law.

Refunds

Once an approved return is received and assessed, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Your bank or card provider may take additional time to process the refund after it has been issued.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We will do our best to help, but once an order has entered fulfilment or has shipped, it may need to be handled through the return process.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Contact us

For return or refund questions, email plexia786@gmail.com and include your order number.

Plexia Paw is operated by Plexia Pty Ltd.