Refund policy

Natura Paws 30-Day Return Policy – Store Credit + Satisfaction Guarantee

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.

If something’s not quite right, you have 30 days from the date of delivery to request a return. All approved returns are issued as store credit, which never expires and can be used anytime online.

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

To be eligible for a return:

  • 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: 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.

Returns sent without prior approval will not be accepted.

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

Exchanges

Want something different? Once your return is approved and received, we’ll issue store credit so you can place a new order.

We’re happy to exchange items, but return postage to and from you is at your own cost.

Damaged, Faulty or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at gus@naturapaws.com.au. We’ll fix the issue as quickly as possible and cover the return postage if needed.

Items That Can’t Be Returned

We’re unable to accept returns on:

  • 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

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.