Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us first at support@pawnest.com.au with your order number and the reason for your return. Do not send any item back before contacting us — once your return is reviewed and approved, we will email you the correct return address and step-by-step instructions for your specific item. Items sent back to us without first requesting a return cannot be accepted.

Faulty, damaged, or incorrect items. If your item arrives faulty, damaged, or is not what you ordered, please contact us within a reasonable time and we will make it right. Depending on the situation, we will arrange a replacement or a refund at no cost to you, and in many cases you will not need to send the item back. Your rights under the Australian Consumer Law are not affected by this policy.

Change-of-mind returns. If you simply change your mind, you may request a return within the 60-day window provided the item is unused and in its original condition. For change-of-mind returns, you are responsible for the cost of return shipping, and any original shipping charges are non-refundable.

You can always contact us with any return question at support@pawnest.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pawnest.com.au.