Refund policy

Natura Paws 30-Day Return Policy – Exchanges or Store Credit

At Natura Paws, your satisfaction means the world to us – and your pets’ too! We proudly handcraft our products on the Northern Beaches of Sydney with care, quality, and nutrition in mind.

Changed your mind? You have 30 days from the date of delivery to request an eligible return for your choice of a product exchange or store credit. We do not offer refunds for change-of-mind returns. Store credit never expires and can be used anytime online.

This policy does not limit your rights under the Australian Consumer Law or other applicable laws, including any right to a refund.

Our Freeze-Dried Pet Snacks Guarantee 🐾

We stand by the quality of our freeze-dried treats. If you or your pet aren’t satisfied, simply get in touch within 30 days and we’ll happily arrange store credit or a product exchange. We want tails wagging and whiskers twitching!

Return Conditions

For change-of-mind returns:

  • Items must be unused, unworn, and in original packaging

  • Proof of purchase (receipt or order number) is required

  • For hygiene reasons, opened or used food/treats cannot be returned unless covered by our satisfaction guarantee

Return Process

To start a return, please email gus@naturapaws.com.au with your order number and details. We’ll review your request and guide you through the next steps.

If approved, we’ll provide:

  • Instructions for sending the product back

  • Return shipping address

📦 Please note: For change-of-mind returns, return shipping costs (including exchanges sent back to you) are the responsibility of the customer. We do not cover the cost of postage unless the return is due to a product fault or our error.

Please contact us for approval before sending a change-of-mind return.

Return Address:
6 paxton st, Frenchs forest, NSW, Australia, 2086

Exchanges or Store Credit

Want something different? Tell us whether you would prefer a product exchange or store credit when requesting your return. Once your eligible return is approved and received, we’ll arrange your chosen option. Exchanges are subject to availability; store credit can be used to place a new order.

For change-of-mind exchanges, return postage to and from you is at your own cost.

Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty or incorrect item, please contact us at gus@naturapaws.com.au. We’ll assess the issue and arrange the appropriate remedy, including covering reasonable return postage for a confirmed fault or our error.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you can choose a refund or replacement and may be entitled to compensation for other reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy within a reasonable time, as required by law. You do not have to accept store credit instead of a refund where you are legally entitled to one.

The 30-day change-of-mind window, unused condition, original packaging requirements and exclusions below do not limit your consumer guarantee rights.

Items That Can’t Be Returned

For change-of-mind returns, we’re unable to accept:

  • Perishable items (e.g. treats or supplements that have been opened)

  • Custom or personalised items

  • Gift cards or sale items

  • Personal care products

  • Flammable or hazardous materials

These exclusions do not affect your statutory rights or our Freeze-Dried Pet Snacks Guarantee above. If you're unsure, just reach out.

EU Customers – 14-Day Cooling-Off Period

If your order is being 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 here to help.
Email us anytime at gus@naturapaws.com.au.