Refund policy

Returns

We want you to be totally wrapt with your purchase from Paw Lane, if you're not happy then we're not happy…fur real. If you have any worries about the pawsomeness of your products we’ll help to resolve any issues you might have. We have a furry simple 14 day return policy. Personalised items are excluded from returns as they have been made specifically for you and your pet.

Returns are accepted for a maximum of 14 days from receiving the product. You know the drill here, the returning product must be undamaged, unmarked, tags still attached, original packaging must be in it's original resaleable condition and the product must not have been soiled or washed. The returned purchases can be exchanged for a store credit only. We cannot process product exchanges. Return postage is to be paid by the customer. We encourage you to ensure you check the product descriptions and product sizing carefully prior to ordering your items. In the event you are returning a product, we strongly suggest you return it via registered/tracked post as Paw Lane will not be liable for products that are lost in the mail or for any reason do not arrive.

Refunds

Refunds are only given for items that are received damaged, significantly different than advertised on the website or not fit for intended purpose. Refunds will only be issued to the method that was used to pay for the order. In this instance, please supply photos so we can get a clear idea of what the issue is and help to resolve it. We have a strict quality assurance process which means all products are thoroughly checked prior to shipment to ensure you are getting the highest quality product without defects.

Returns for refunds will be subject to a 10% administration handling fee.

Items not eligible for return or refund

Any and all personalised items such as personalised collars/harnesses, pet tags with engraved personal info, personalised poop bag dispensers etc cannot be exchanged or refunded unless they have been received already damaged or faulty.

We cannot accept returns of items due to incorrect size choice. It is important that you accurately measure your pet and check the corresponding size guide for each individual product you are purchasing. Please note, our products are not all the same sizing dimensions so please double check the size guide and measurement instructions for each product you want to purchase. If unsure, please contact us prior to making your purchase.

We cannot accept returns if the item has been soiled and washed or if washing instructions have not been followed.

Items purchased on sale are final and are not eligible for refund or return.

Products colours disclaimer

We work hard to provide accurate images of all our product colours. Please note that actual colours may vary slightly due to different device screen settings, viewing on different devices, the degree of lighting you are looking at the product under, slight differences in product finishes over time and other factors. Paw Lane will not accept responsibility for any colour shade differences that are not factory faults. In purchasing from Paw Lane, you agree to accept there might be a small risk that there will be a slight variation between the actual colour and the representation on our website.

For any help or to initiate a return please reach out to our support team with your order number and the email used when the order was placed.