Refund policy

Australian Consumer Law
This section applies where you acquire the product as a “consumer” for the purposes of the Australian Consumer Law.

PAWK Pet Co Pty Ltd (we, us or our) products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

Should you wish to claim under the Australian Consumer Law, please contact us as soon as possible so that we can work with you to achieve a prompt resolution.

Our Quality Guarantee
PAWK Pet Co Pty Ltd’s (we, us or our) purpose is to provide superior quality, Australian grown and made pet treats for Australian households.

In addition to the rights afforded to you at law, including under the Australian Consumer Law, we provide a Quality Guarantee on the terms set out below and in our Terms and Conditions at [https://pawk.com.au/policies/terms-of-service]. 

If you have concerns regarding the quality of your product, please follow the below steps:

  1. Contact us via enquiries@pawk.com.au and provide details of your concern with the product. Please include photos if your concern relates to visible defects / issues with the product.
  2. Comply with any request from us for further information to help our team understand your experience and what has gone wrong.
  3. If requested, return any remaining product to PAWK Pet Co Pty Ltd in accordance with the instruction provided at the time by a PAWK Pet Co Pty Ltd representative.
  4. Subject to the outcome of any necessary investigation, PAWK Pet Co Pty Ltd (at our choice) shall issue a refund or provide a replacement product.

This Quality Guarantee is offered on all PAWK Pet Co Pty Ltd products.

To claim under the Quality Guarantee, you must make your claim as soon as possible after discovering the ‘issue’ with the product.  Further, the product must still be within its applicable shelf life at the time of claim.

PAWK Pet Co Pty Ltd must be satisfied (acting reasonably) that there is a genuine concern with the quality of the product.

Any exchange will be for a product of equivalent value. If you would prefer to exchange for a product with a price variation the following will apply:

  • If the new product is at a higher price, you will be required to pay the difference in value.
  • If the new product is of a lesser value, we will refund the difference in value.