Refund policy
RETURN & REFUND POLICY
Last updated: 14 September 2026
At PawNow, we want you and your pet to receive the right products in good condition. This policy explains when returns, replacements and refunds may be available.
1. CANCELLATION
Customers may request cancellation as soon as possible after placing an order.
Once an order has been prepared, dispatched or handed over for delivery, cancellation may no longer be possible.
If an eligible cancellation is accepted after payment, the applicable refund will be processed to the original payment method.
2. PET FOOD, TREATS AND OTHER CONSUMABLE PRODUCTS
For health, hygiene and safety reasons, opened, used or tampered pet food, treats, litter and other consumable products are generally not eligible for return or refund.
Unopened products may be considered for return only where PawNow has specifically approved the return and the product is in its original, sealed and unused condition.
3. WRONG PRODUCT
If you receive a product that is different from the product you ordered, please contact PawNow as soon as possible after delivery.
After verification, PawNow may arrange a replacement or refund, as applicable.
4. DAMAGED OR DEFECTIVE PRODUCTS
If a product arrives damaged, defective or in an unsuitable condition, please contact PawNow as soon as possible after delivery.
Please provide your order number and clear photographs or videos of the product and packaging where applicable.
After verification, PawNow may arrange a replacement or refund, as applicable.
5. PRODUCT EXPIRY
Customers should check the expiry or best-before information of products upon delivery.
If you receive a product that is expired or has an issue with its expiry information, please contact PawNow promptly with photographs of the product and packaging.
6. RETURN CONDITIONS
Where a return is approved:
• The product must be unused and in its original condition and packaging.
• Seals, labels and packaging should remain intact where applicable.
• The product must be returned within the timeframe communicated by PawNow.
• PawNow may refuse a return where the product has been opened, used, damaged after delivery or otherwise does not meet the return conditions.
Certain products may not be eligible for return because of their nature, hygiene requirements or applicable manufacturer restrictions.
7. REFUNDS
Once a refund is approved, the refund will generally be initiated to the original payment method used for the order.
The time taken for the refunded amount to appear in the customer's account may depend on the payment provider or bank.
8. DELIVERY CHARGES
Delivery charges are generally non-refundable unless the refund is being provided because of an error or failure attributable to PawNow, or otherwise required under applicable law.
9. ORDER CANCELLATION BY PAWNOW
PawNow may cancel an order if a product is unavailable, the delivery address is outside our service area, there is an obvious pricing or product information error, payment cannot be verified, or the order cannot reasonably be fulfilled.
If payment has already been received for an order cancelled by PawNow, the applicable amount will be refunded to the original payment method.
10. NON-RETURNABLE SITUATIONS
Returns or refunds may not be available for:
• Opened or used consumable products;
• Products damaged after delivery due to improper handling or storage;
• Products altered or tampered with by the customer;
• Products returned without prior approval from PawNow; or
• Change-of-mind requests where the product is not eligible for return.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.
11. HOW TO REQUEST A RETURN OR REFUND
To request a return, replacement or refund, please contact PawNow using the contact details provided on our website.
Please include:
• Order number;
• Customer name and phone number;
• Product name;
• Reason for the request; and
• Photographs or videos where applicable.
PawNow will review the request and inform you of the next steps.
12. CONTACT
For questions regarding cancellations, returns or refunds, please contact PawNow using the contact details provided on our website.
Thank you for choosing PawNow.