Refund policy
Return and Refund Policy
At StarFam Paws, we want you to be satisfied with your purchase. This policy explains how returns, refunds, replacements and product issues are handled.
Change-of-Mind Returns
We are not required to provide a refund, replacement or exchange if you simply change your mind, order the wrong item, find the item cheaper elsewhere, or decide you no longer want the product.
In some circumstances, we may choose to accept a change-of-mind return. Please contact us before returning any product. Any change-of-mind return that we agree to accept may be subject to conditions, including that the item is unused and in its original condition and packaging.
Acceptance of a change-of-mind return is at our discretion and does not affect any rights you may have under the Australian Consumer Law.
Faulty, Damaged, Incorrect or Not-as-Described Products
If your product arrives damaged, faulty, incorrect, or does not match its description, please contact StarFam Paws as soon as reasonably possible.
Please provide your order details and, where appropriate, photos or other information showing the problem. This will help us assess the issue and arrange the appropriate remedy.
Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement, refund or another remedy.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that you may have under the Australian Consumer Law.
Returns
Please contact us before returning any product. Do not send a product to an address shown on the parcel or packaging unless we have instructed you to do so.
Because we work with different fulfilment partners, return instructions and return locations may vary depending on the product. Once your return request has been reviewed, we will provide the appropriate instructions where a return is required.
Return Shipping Costs
Return shipping arrangements will depend on the reason for the return and your rights under the Australian Consumer Law.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will handle reasonable return costs as required by law.
For an approved change-of-mind return, the customer may be responsible for return shipping costs unless we advise otherwise.
Refunds
Once a refund has been approved, it will be issued to the original payment method where appropriate. Processing times may vary depending on your bank or payment provider.
Cancellations
If you wish to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or dispatched.
Contact Us
If you have questions about a return, refund, replacement or your order, please contact us at: