Pawfect Choice wishes to ensure that you have a pleasant experience with us. We make every effort to ensure that we carry the best range of products sourced from within Australia and overseas to meet you and your fur-babies every need!

This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Pawfect Choice is found to be defective, or it does not meet your needs, Pawfect Choice will happily repair or replace the product, or offer you a refund.

This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.

Please note: 

  1. We cannot issue credits or refunds unless you have first spoken to a Pawfect Choice representative, as we need to issue you with a returns number and address before you send us back any items. Without these, we will be unable to process your return and refund the cost of your item(s).
  2. Goods that have passed their expiry date will not be accepted for return or refund.
  3. All goods that carry a warranty or guarantee of the manufacturer shall be returned, exchanged or refunded when so agreed by the manufacturer.
  1. If a Product Claim is made for a customer error or change of mind and Pawfect Choice accepts that Product Claim, Pawfect Choice may charge the Customer an AUD $5.00 Restocking Fee, also the purchaser is required to pay all costs incurred with regard to shipping the product back to Pawfect Choice.  Except in cases where the product was shipped in our error or was considered to be faulty or defective on arrival.

What is the Pawfect Choice’s change of mind policy?

If you change your mind about a product you have purchased from us, you can return that product to us within 21 days of purchase. We will happily exchange or provide store credit of the original purchase price of that product provided the product and packaging is in its original condition and the product is re-saleable. Any gifts or bonus offers provided with the product must also be returned.

What is Pawfect Choice’s delivery refund policy?

If the product is defective or damaged in transit, please email photos of the damaged item to, include your invoice number and name, and we will work with you to resolve the issue. If you return the product within 21 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not, however, refund delivery charges if the product is returned simply because you have changed your mind or the product is unwanted.

Faulty or defective products

If you receive a faulty product from us (including if a product is defective or damaged in transit on delivery to you) return it to us within 21 days of purchase and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 21 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by the customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.

Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.

As part of any assessment, we look at the following:

(1) If there is a minor fault:

Where the product has experienced a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Pawfect Choice and/or the manufacturer can instead decide to replace the product or refund the purchase price.

(2) If there is a major fault:

Where the product has experienced a major fault, you may choose to receive a refund, replacement, or repair.

(3) If the product has been damaged through abnormal use:

Unfortunately, neither Pawfect Choice nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Pawfect Choice, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.

Any gifts or bonus offers provided with the product must also be returned.

What if my pet doesn’t like the food?

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

At Pawfect Choice, we believe your dog and cat will love their food so much that if they don’t … we’ll help you find a better option for your next order.

How do I return a product?

There is only one way for you to return a product:

Please email with: your name, contact details and invoice number & details to arrange return of the product by courier.

If you require further assistance please contact us by phone on (+61) 488 083 114 or write to Pawfect Choice 45 Coronation Avenue, Cronulla NSW 2230.

Any cost incurred by you in returning the product to Pawfect Choice will be borne by you.

Do I need to show receipts to return or refund a product?

For us to process a return or refund, we will require proof of purchase.

Send an email to for processing and include:

  • Your name, contact details, invoice number and description of the product being returned
  • Include proof of purchase in the courier package.

Procedure for Returns and Exchanges

  1. Please contact Pawfect Choice and let us know about the issues concerning the order.
    We can be contacted email:
  2. Please note: You will be required to provide images within 24 hours of delivery, when making a claim for the below.
    • faulty/defective item/s
    • items received (missing item/s claim)
    • damaged item/s, out of date item/s
  3. Upon receiving a return or exchange reference number, please label and post back the items to the below address:
    Pawfect Choice
    G130/27 Bay Rd
    Taren Point
    NSW 2229
  4. Once we receive your item/s, we will send you an acknowledgment. Providing the items arrive in its unused, original condition, including intact packaging as received from us. Refund, exchange or store credit will be processed.
  5. Items that are being returned (new/undamaged) are required to be returned in a padded parcel to protect the contents and be trackable.
  6. Refunds will be processed using the original tender type. Credit Card refunds will be processed against the original card details (the exact card used to make the original purchase). PayPal refunds will be refunded back to the original PayPal account. Bank deposit payments will be paid back to bank account as soon as BSB and Account details are supplied to us.

What are my rights under the Australian Consumer law?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Pawfect Choice is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Pawfect Choice will be borne by you.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Pawfect Choice adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.