Refund & Returns Policy

Effective Date: January 2025

Thank you for shopping at Lil Paws to Big Paws Dog Grooming. We want you to be completely satisfied with your purchase. If you’re not happy for any reason, we offer a straightforward returns process to support you.

1. Returns Eligibility

  • You may return any unused, unopened, and undamaged product purchased from our website within 7 days of the delivery date.
  • Items must be returned in the same condition they were received, including all original packaging and tags.
  • Personalised or customised products are not eligible for return unless they are faulty or damaged upon arrival.

2. Change of Mind

We do not offer refunds or exchanges for change of mind. Please choose carefully, read product descriptions thoroughly, and reach out with any questions before purchasing.

3. How to Return an Item

To arrange a return, simply follow these steps:

  1. Email our customer service team at tracy@lilpawstobigpaws.com.au with your order number and reason for return.
  2. We’ll provide you with return instructions and the appropriate return address.
  3. Pack your item securely in its original packaging and send it back using a trackable shipping method.

Note: Customers are responsible for all return shipping costs unless the item is faulty or an error was made with your order.

4. Refunds

  • Once we receive and inspect your return, we’ll notify you by email of the outcome.
  • If approved, a refund will be issued to your original payment method within 10 business days.
  • Processing times may vary depending on your bank or payment provider.

Note: Shipping fees are non-refundable unless the return is due to our error (e.g., incorrect or defective item).

5. Exchanges

If you’d like to exchange an item for a different size, colour, or style, please follow the returns process above and place a new order for the desired item on our website.

6. Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery. You’ll need to provide:

  • Your order number
  • Clear photos of the item and packaging
  • A description of the issue

Once we verify the issue, we’ll offer a repair, replacement, or refund in accordance with your rights under the Australian Consumer Law.

7. How to Make a Claim

Email us at tracy@lilpawstobigpaws.com.au with the required information. Please do not return items without contacting us first.

8. Important Notes

  • All items must be returned in original condition if requested.
  • We are not responsible for damage caused by misuse or mishandling.
  • We cannot process returns for lost or stolen parcels once marked as delivered by the carrier.

By shopping with us, you agree to the terms of this Returns Policy.

Lil Paws to Big Paws Dog Grooming

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