Refund policy
Returns & Refunds
We want you to be happy with your Freepaw purchase. This policy sits alongside your rights under the Australian Consumer Law (ACL) — it does not replace or limit them.
Your rights under Australian Consumer Law
Our goods 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
If your Freepaw arrives faulty, damaged, is not as described, or does not do what we said it would, you can choose a repair, replacement or refund. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, email us within 30 days of delivery with your order number and a photo of the issue. We will arrange a replacement or a full refund, and we cover the cost of return postage.
Change of mind
We are not legally required to provide a refund if you simply change your mind, but we accept change-of-mind returns within 30 days of delivery where:
- the item is unused and in its original condition and packaging, and
- you cover the cost of return postage.
Once we receive the item and confirm its condition, we will refund the purchase price to your original payment method. Original shipping charges are not refunded on change-of-mind returns.
How to make a claim
Email us at walkfree@freepaw.com.au with your order number and a description of the problem, including photos for faulty items. We will respond within 2 business days with return instructions.
Refund timing
Approved refunds are processed within 5 business days of us receiving the returned item, or of approving a faulty-item claim. Your bank or card provider may take a further 3–10 business days to show the funds in your account.