Refund policy
Returns & Refund Policy
At The Paw Label, each personalised pet tag is carefully prepared and engraved specifically for you. Please review your order details carefully before completing your purchase.
Personalised & Engraved Items
Because our engraved pet ID tags are personalised and made specifically for your order, we do not accept returns, exchanges or refunds for change of mind on personalised products.
This includes situations where you have selected the wrong size, colour, font, engraving details or other personalisation option.
This does not exclude or limit any rights you may have under the Australian Consumer Law.
Please Check Your Engraving Details
Customers are responsible for ensuring that all names, phone numbers and other engraving information entered at checkout are correct.
Please carefully check spelling, numbers, capitalisation and other personalisation details before placing your order.
If your tag has been engraved correctly according to the information submitted with your order, we are unable to provide a refund or replacement due to an error in the information provided by the customer.
Order Changes & Cancellations
If you notice an error after placing your order, please contact us as soon as possible.
We will do our best to make changes where possible. However, because personalised orders may enter production shortly after being placed, we cannot guarantee that an order can be changed or cancelled once engraving or production has commenced.
Faulty, Damaged or Incorrect Items
We take care to ensure your order arrives as expected.
If you believe your item is faulty, damaged, incorrect or does not match what you ordered, please contact us with:
- Your order number
- A description of the issue
- Clear photographs showing the problem
We will assess the issue and work with you to provide an appropriate remedy.
Where required under the Australian Consumer Law, this may include a repair, replacement or refund.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
Where a product has a minor problem, we may choose to repair or replace the product within a reasonable time.
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Change of Mind
We are not required to provide a refund or replacement if you simply change your mind.
As our engraved products are personalised specifically for each customer, change-of-mind returns or exchanges are not available for personalised items.
Return Shipping
If we ask you to return an item because it is faulty, damaged, incorrect or otherwise covered by your rights under the Australian Consumer Law, we will provide instructions regarding the return.
Please do not send products back to us before contacting us.
Where we are responsible for the issue and are required to cover reasonable return costs under applicable consumer law, these costs will not be passed on to you.
Refunds
Where a refund is approved, it will generally be returned to the original payment method used for your purchase.
The time taken for the refund to appear in your account may vary depending on your bank or payment provider.
Proof of Purchase
We may ask you to provide proof of purchase, such as your order confirmation, order number or receipt, when making a return or refund request.
Contact Us
If you have a question or concern regarding your order, please contact us through our Contact page.
Please include your order number and relevant details so we can assist you as quickly as possible.