PawPlan Refund & Returns Policy

At PawPlan, we stand by the quality of our products and the care we put into every delivery. If something isn’t right with your order, we’ll do everything we can to fix it quickly.

Change of mind

Because our products include pet-health items such as flea, worm and wellness supplements, we can’t accept returns or issue refunds for change of mind once an order has shipped. This helps us maintain the highest safety and hygiene standards for all pets.

If your order hasn’t shipped yet, email support@pawplan.net.au and we’ll do our best to cancel or adjust it before it leaves our warehouse.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or not what you ordered, please contact us within 7 days of delivery:

• 🐾Email support@pawplan.net.au
• 🐾Include your order number
• 🐾Add a clear photo of the item(s)
• 🐾Briefly describe what went wrong

We’ll review your claim and arrange a replacement, credit, or refund where appropriate.

Late or missing deliveries

If your parcel hasn’t arrived when expected, please check your tracking first—couriers sometimes take an extra day or two. If it’s clearly lost or delayed beyond a reasonable time, contact us and we’ll help track it down or resend your order.

Refunds

Once approved, refunds are processed to your original payment method. Please allow up to 5–10 business days for the funds to appear, depending on your bank or payment provider.

Subscription orders

If you receive a damaged or incorrect item in a subscription delivery, the same refund and replacement policy applies. To change or cancel future shipments, log in to your PawPlan account or email us before your next billing date.

Our commitment

We’re a small Australian business built by pet lovers, for pet lovers. We’ll always handle refund and return requests with care, fairness, and a bit of common sense.