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Refund Policy

Refund Policy

GreenPaws Refund Policy
Last Updated: April 25, 2025

GreenPaws is committed to your satisfaction with our eco-friendly pet products. This Refund Policy outlines your rights under the Australian Consumer Law (ACL) and our process for refunds or replacements for orders placed at greenpaws.wixsite.com/shop.

1. Australian Consumer Law (ACL) Guarantees

  • Under the ACL, our products must be of acceptable quality, fit for purpose, and as described. If a product fails to meet these guarantees (e.g., defective or not as advertised), you’re entitled to a remedy, which may include a refund, replacement, or repair, depending on the issue.

  • For minor issues, we may choose to repair or replace the product. For major issues (e.g., product is significantly faulty), you may choose a refund or replacement.

2. Additional Refund Eligibility

  • Non-Delivery: If your order doesn’t arrive within 30 days (standard shipping) or 15 days (premium shipping), you may request a full refund or replacement.

  • Incorrect Items: If you receive the wrong product, we’ll provide a refund or the correct item.

  • Change of Mind: Due to our dropshipping model, we do not accept returns for change of mind, as products are shipped directly from suppliers. This does not affect your ACL rights for faulty or misdescribed products.

3. How to Request a Refund

  • Contact us at support@greenpaws.wixsite.com within 14 days of delivery (or 30 days for non-delivery) with:

    • Your order number.

    • A description of the issue (e.g., defect, non-delivery).

    • Photos of damaged/defective items (if applicable).

  • We’ll respond within 2–3 business days to confirm eligibility and next steps, in line with ACL requirements.

4. Refund Process

  • Approved refunds are issued to your original payment method within 7–10 business days after confirmation.

  • Shipping costs are non-refundable unless the error is ours (e.g., incorrect item) or covered by ACL guarantees.

  • For replacements, we’ll ship a new item at no additional cost, subject to stock availability.

5. Non-Refundable Circumstances (Except Under ACL)

  • Products damaged due to misuse or improper handling.

  • Change-of-mind returns, due to supplier constraints.

  • Delays caused by customs or incorrect shipping addresses provided by you.

6. Contact Us
For refund inquiries or ACL claims, email support@greenpaws.wixsite.com. We’re here to help!

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