Refund policy

Returns & Refund Policy

1. Overview

At SoulPaws Collection, we are committed to providing high-quality products and a positive customer experience. This Returns & Refund Policy is in addition to your rights under the Australian Consumer Law (ACL).

Under the ACL, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. ()

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, unsafe, or not as described, you are entitled to a remedy under Australian Consumer Law.

Where a product has a major failure, you may choose:

A full refund; or
A replacement product

Where a product has a minor issue, we may:

Repair the item; or
Replace the item within a reasonable time

We may request evidence (such as photos) to assess the issue before providing a resolution. ()

3. Change of Mind

We do not offer refunds or returns for change of mind unless otherwise stated.

This includes situations where:

You no longer want the product
You ordered the wrong item
You found the product elsewhere

Under Australian Consumer Law, businesses are not required to provide refunds for change of mind purchases. ()

However, if we choose to offer a goodwill return, conditions may apply (such as the item being unused and in original condition).

4. Return Conditions

To be eligible for a return (where applicable):

The item must be unused, in original condition and packaging
Proof of purchase must be provided
The request must be made within 14 days of receiving the item

We reserve the right to decline returns that do not meet these conditions.

5. Return Process

To request a return or refund, please contact us at:

📧 support@soulpaws.com.au

Please include:

Your order number
Description of the issue
Photos (if applicable)

We will respond within 2–3 business days with next steps.

6. Shipping Costs

If the item is faulty or incorrect: we will cover return shipping costs
For change-of-mind returns (if accepted): the customer is responsible for return shipping

Shipping costs are non-refundable unless required by law.