Refund policy
At Pawliora, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be eligible to request a return in accordance with the conditions below.
1. Returns
We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused, unworn and in the same condition in which you received it;
- Have all original tags attached, where applicable;
- Be returned in its original packaging where reasonably possible; and
- Include proof of purchase or your order information.
To request a return, please contact us at help@pawliorastore.com before sending any item back.
Please do not send products to our business address unless our customer support team has specifically provided return instructions.
2. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, defective or different from what you ordered, contact us as soon as possible at help@pawliorastore.com, including your order number and, where appropriate, photographs showing the issue.
We will review the matter and provide an appropriate solution.
Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law (ACL). Consumer guarantees and other statutory rights continue to apply where required by law.
3. Change-of-Mind Returns
Where we accept a return because you have changed your mind, the item must satisfy the eligibility requirements outlined above.
Unless otherwise agreed by Pawliora or required by applicable law, customers are responsible for return shipping costs for change-of-mind returns.
Original shipping charges are generally non-refundable for change-of-mind returns.
4. Non-Returnable Items
Certain products may not be eligible for change-of-mind returns, including:
- Personalised or custom-made products;
- Items that have been used, worn, washed or damaged after delivery;
- Products returned without their original condition or essential components;
- Certain hygiene-sensitive pet products once opened or used; and
- Gift cards, where applicable.
This does not affect your rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under applicable law.
5. Exchanges
If you would like a different size, colour or product, please contact help@pawliorastore.com.
Exchange availability depends on current stock. In some circumstances, the quickest option may be to return the eligible item and place a new order separately.
6. Refunds
Once we receive and inspect an eligible return, we will notify you regarding the outcome.
If approved, the refund will be issued to your original payment method.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
7. Late or Missing Refunds
If you have received confirmation that your refund has been processed but have not yet received the funds, please first check with your bank or payment provider.
If you still require assistance, contact us at:
Email: help@pawliorastore.com
Phone: +61 405 308 620
8. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
We cannot guarantee cancellation once an order has entered processing or has been dispatched. If the order has already been shipped, you may need to follow the applicable return procedure after receiving it.
9. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where the ACL applies.
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot lawfully be excluded.
10. Contact Us
For questions about returns, refunds or your order, please contact:
Pawliora
Operator: Mounika Kallem
Email: help@pawliorastore.com
Phone: +61 405 308 620
Address: 1 Mary Ct, St Albans VIC 3021, Australia
Website: pawliorastore.com
Essa estrutura preserva expressamente os direitos obrigatórios do consumidor, algo importante porque a Shopify exige conformidade com as leis de proteção ao consumidor aplicáveis à loja e aos mercados