Refunds & Exchanges
Exchanges & Store Credit
At Natura Paws we handmake our products on Sydney’s Northern Beaches with a lot of care, and we want you (and your pet) to love them.
For eligible change-of-mind returns, choose a product exchange or store credit. We don’t offer change-of-mind refunds. If something isn’t quite right, get in touch within 30 days of delivery and let us know which option you prefer. Exchanges are subject to availability.
Change-of-Mind Return Conditions
- Items must be unused, unworn and in their original packaging
- Treats and supplements must be unopened and sealed
- Proof of purchase (order number or receipt) is required
- Store credit never expires and can be used anytime online
Our Treat Guarantee 🐾
Pets can be fussy! If your pet turns their nose up at one of our freeze-dried treats, let us know within 30 days and we’ll happily arrange a product exchange or store credit.
How to Arrange an Exchange or Store Credit
- Email gus@naturapaws.com.au with your order number and whether you prefer an exchange or store credit.
- We’ll confirm your return and send you instructions.
- Post the item back to: 6 Paxton St, Frenchs Forest NSW 2086, Australia.
- Once it arrives, we’ll arrange your exchange or issue store credit.
📦 Please note: for change-of-mind returns, postage for returns and exchanges (both back to us and out to you) is at the customer’s cost, unless the exchange is due to a fault or our error. Items sent back without contacting us first may not be accepted.
Change-of-Mind Return Exclusions
- Opened treats or supplements (unless covered by our Treat Guarantee)
- Custom or personalised items
- Gift cards
- Sale items
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or isn’t what you ordered, please email gus@naturapaws.com.au with a photo as soon as possible. We’ll make it right with a repair, replacement or refund, and we’ll cover the return postage.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. For a major failure, you can choose a refund or replacement. You do not have to accept store credit where you are legally entitled to a refund. The 30-day window, original packaging and unused condition requirements, and change-of-mind exclusions do not limit your consumer guarantee rights.
EU Customers – 14-Day Cooling-Off Period
If your order is delivered to the European Union, you have the legal right to cancel or return your order within 14 days for any reason. Items must be unused and in their original condition.
Questions? We’re always happy to help. Email us anytime at gus@naturapaws.com.au.