If you find that an item is missing from your delivery, kindly contact us within 10 days from dispatch to resolve the issue. Please note that items may sometimes be shipped separately.

Please contact us within 7 days of receiving the item to arrange for it to be replaced. We will send a return postage label to get the item back to us and will send you the correct item. All products must be packed in original packaging and include any accessories, manuals, documentation, and registration that shipped with the product.

A refund will be generated if we do not have a replacement item.

Products generally offers a 12-month warranty which can be differed accordingly based on the manufacturer’s warranty period.

Contact Pawtal within 10 business days if the item arrives damaged. 

Please also mention a detailed description and provide images or a short video of the damaged product to proceed with a replacement or refund process.

To make a claim, please provide your order number or copy of the tax invoice. You must describe the issue exactly and give proof to help your case, and state whether you are requesting a replacement, repair, refund or credit.

The warranty for products is completely discrete and Pawtal entertains any claim only according to the product manufacturer’s policy.

All claims are analyzed before taking any decision. Any claim will not be entertained if the concerning product is not used as guided or damages caused from misuse.

If you change your mind of an order will be accepted within 14 days after the items are reserved or delivered.

The day you informed Pawtal through the Returns portal will be considered as the day lodged. Failing to lodge the request within 14 days will make the claim null and the change of mind request cannot be processed for the order. 

Change of mind is only accepted by sending an email to pawmemories@pawtal.com.au. No other requests lodged on support emails or any other email/platform will not be considered even if done within the time frame.

You hold the responsibility of returning the product back to Pawtal on the consent of the Returns team.

The change of mind request will be cancelled if the product is opened or not in its original packaging.

Once products are returned to the warehouse the Returns team will inspect the product and refund if there are no damages with the product or the packaging. 

• Manufacturers or company defect
• Faulty product
• Quality control issues

• Improper handling of the product (Negligent unpacking)
• Not following proper guidelines for installation
• Intentional or unintentional damage to the product
• Intentional or unintentional physical damage or cosmetic damages
• Any damage or error that is not due to faulty construction/manufacturing.
• Damage caused by unattended children or pets
• Commercial use of non-commercial equipment (unless stated by the manufacturer)
• Unsupervised use of the product

In case of damage or fault occurs due to the user’s negligence, we do not cover the shipping cost for repair or replacement of the product

In case of a faulty product or a manufacturer defect, you can claim either one of them,

• Replacement of the product or a part of the product that may be faulty
• Refund (As per seller’s guidelines)
• Partial Refund (to be finalised by our Returns team)

Should you find the same product on a competitors website where the price varies to Pawtal, email us at pawmemories@pawtal.com and Pawtal will review pricing.