Refund policy

At iPawPlay, your satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund procedures below. Please note that iPawPlay is based in Sydney, Australia.

1. 30-Day Return Policy

You have 30 days after receiving your item to request a return. To be eligible, the item must be in its original condition — unused, with tags, and in its original packaging. You must also provide proof of purchase.

2. How to Start a Return

To initiate a return, please contact us at contact@ipawplay.com. Returns must be sent to our address at:

6/354 Bay Street, Brighton-Le-Sands
Sydney NSW 2216
Australia

3. Approved Returns

If your return is accepted, we will provide detailed return instructions:

  • For defective or damaged products: we will issue a return shipping label.
  • For change-of-mind or sizing issues: the customer is responsible for return shipping costs.

4. Exchange Conditions

If you would like to exchange your item for a different size, color, or a different product:

  • You must return the original item at your own expense.
  • Once we receive the returned product and verify its condition, we will issue a store credit coupon equal to the product's value.
  • You may then use this coupon to place a new order for your preferred item.

5. Refund Policy Overview

Customer satisfaction is our top priority. Our Refund Policy ensures transparency on when and how refunds are issued after a return is approved.

6. Eligibility for Refund

Refunds are issued only after we receive and inspect the returned item. It must meet the following criteria:

  • Unworn or unused
  • In original packaging
  • Includes original receipt or proof of purchase

7. Refund Process

Once your return is received and approved, we will notify you by email. The refund will be issued to your original payment method within 5 business days.

Please note: your bank or credit card provider may take additional time to process the refund.

8. Refund Timeframe

  • Approval: 1–2 business days after inspection
  • Issuance: 5 business days after approval
  • Bank Processing: 2–7 business days depending on your provider

If more than 15 business days have passed since your refund was approved, please contact us.

9. Refunds for Damaged or Lost Orders

If your item was lost or damaged in transit, we will open an investigation with the courier. Once confirmed, we will offer a full refund or replacement. Please contact us within 7 days of delivery if your order was incomplete, damaged, or never arrived.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or issue refunds for:

  • Gift cards
  • Returned items not in original condition or missing parts (not due to our error)

11. Contact Us

If you have any questions about our Return, Refund & Exchange Policy, please contact us:

Email: contact@ipawplay.com
Address: 6/354 Bay Street, Brighton-Le-Sands, Sydney NSW 2216, Australia
Phone: +61 415 718 287
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Local Time)

Note: All returns, exchanges, and refunds are subject to inspection and compliance with our policy conditions.