Refund policy

At iPawPlay, we want you and your pet to be 100% satisfied. This Return & Refund Policy explains how we handle returns and refunds for orders placed on ipawplay.com.

1. Returns Window

We offer a 30-day return policy, which means you have 30 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, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. How to Start a Return

To start a return, you can contact us at contact@ipawplay.com. If your return is accepted, we will send you instructions on how and where to send your package.

Note: Items sent back to us without first requesting a return will not be accepted.

3. Damaged, Wrong Products or 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.

For faulty or damaged products, iPawPlay covers the return shipping costs and will provide a full refund or replacement at no extra cost to you.

4. Change of Mind (Exchanges)

We accept returns for change of mind within 30 days. For change-of-mind returns, the customer is responsible for the return shipping fees. 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.

5. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • Inspection Time: 1–2 business days.
  • Approval: If approved, you’ll be automatically refunded on your original payment method within 5 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

6. Contact Information

For any questions regarding returns, please reach out to our support team:

Email: contact@ipawplay.com
Phone: +61 415 718 287
Business Address: 6/354 Bay Street, Brighton-Le-Sands, Sydney NSW 2216, Australia