Return Policy

Shipping & delivery

Policy preview — business and fulfilment details must be finalised before the store opens.

We want you to know what to expect before you order. Check the product page for the item’s dispatch origin, availability, processing estimate and transit estimate, and check the delivery options and charges shown before you pay. If you need an item by a particular date, contact us before ordering so we can check whether that date is achievable.

Where we deliver

Pawsoli’s initial sales market is Australia. Delivery availability for your address is confirmed at checkout. Please contact pawsoli.store@gmail.com if you need help checking whether we can deliver to you.

Delivery costs and estimates

Delivery charges and available delivery services are shown before you complete your order. Processing time is the time needed to prepare an order for dispatch; transit time is the time it then spends in delivery. Consider both when planning for your order.

Delivery estimates are not a fixed-date delivery service unless we expressly offer one. An estimate does not remove our responsibility to supply your order within the agreed timeframe or otherwise within a reasonable time as required by law.

Some items may be sent separately or directly by a fulfilment partner. The dispatch origin and any different delivery estimate for an item are disclosed before purchase. Being a Melbourne-based store does not mean every item is held or dispatched locally.

Your delivery details

Please check your delivery address and contact information before paying. If you notice an error, email pawsoli.store@gmail.com as soon as possible. We’ll try to assist, although changes may not be possible once an order has been dispatched. If redelivery is needed because you supplied an incorrect address, we’ll explain any reasonable additional cost before arranging it.

Tracking and delays

Where tracking is available, we’ll provide the tracking details when your order is dispatched. If the estimated delivery period has passed, an order is delayed or tracking seems unclear, contact us so we can investigate with the fulfilment partner or carrier.

If we learn of a delay that affects your order, we will explain what has changed and the available next steps. If we cannot supply your order on time or within a reasonable time, we will work with you on an appropriate solution, which may include a replacement or refund. If we cannot supply the goods, we will refund the payment for those goods and their associated delivery charges. Your rights under Australian Consumer Law remain available.

Missing or damaged deliveries

If an order does not arrive, arrives incomplete or is damaged, contact pawsoli.store@gmail.com or 0435 416 982. Include your order number and any relevant details; photographs of damage can help where available.

Please keep the item and any packaging still available while we assess the issue. Missing or discarded packaging does not, by itself, remove your rights for faulty or damaged goods. We handle delivery problems with the carrier or fulfilment partner; you do not need to resolve them with our supplier yourself. Remedies will be provided as required by Australian Consumer Law. A carrier delay or loss does not remove your legal rights.

Returns & refunds

Policy preview — business and fulfilment details must be finalised before the store opens.

We want choosing something for your home to feel straightforward. If you need help with an item, contact us at pawsoli.store@gmail.com or 0435 416 982.

Change of mind: 14 days from delivery

If an eligible item isn’t right for you, email us within 14 days of receiving it to request a change-of-mind return. The item must be unused, unwashed and in its original, resaleable condition, with its original retail packaging, where supplied, and any supplied accessories. You do not need to keep the outer delivery box. Please include your order number or another proof of purchase.

We’ll confirm the return instructions and the correct return address. Please don’t send an item to the address on its parcel without checking with us first. For an approved change-of-mind return, post the item within 14 days of receiving the return instructions.

You pay the return postage for change of mind. We recommend a tracked service and keeping your receipt. When the return meets these conditions, we refund the price paid for the returned item to the original payment method. Original delivery charges are not refunded for change of mind, except where required by law. We do not charge a restocking fee.

Used items and hygiene

Used, washed, soiled or damaged items are not eligible for a change-of-mind return. Any specific hygiene-related exclusion will be clearly stated on the relevant product page before purchase. These conditions apply only to our voluntary change-of-mind policy, not to remedies under Australian Consumer Law.

Faulty, damaged or incorrect items

If something arrives damaged, is faulty, doesn’t match its description or is the wrong item, contact us with your order details and a description of the issue. Photos can help us assess it, but we will consider other reasonable evidence if photos are not available.

Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. For a major failure, you may choose a refund or replacement, and you may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy at no cost, which may be a repair, replacement or refund. If a minor problem is not fixed within a reasonable time, you may be entitled to a refund or replacement, or to recover reasonable repair costs, as provided by law.

The 14-day change-of-mind window and original-packaging condition do not limit these rights. A fault does not need to be reported within 14 days. You can provide an order confirmation or another reasonable proof of purchase.

We reimburse reasonable return costs where an item is confirmed not to meet a consumer guarantee. Where the law requires us to collect an item or cover return costs upfront, we will do so. Contact us before arranging a return so we can help identify an appropriate method and give you the correct return address. For a large or difficult-to-return faulty item, we will arrange collection where required by law. We handle the claim with you; you do not need to pursue our supplier. This process does not restrict your statutory rights.

Refunds and exchanges

We’ll let you know the outcome after assessing your return and process an approved refund without unreasonable delay. Your payment provider may take additional time to display the refund. If you would prefer an exchange, contact us to discuss available options; we won’t substitute store credit for a refund you are legally entitled to receive.

We’re here to help

Email pawsoli.store@gmail.com or call 0435 416 982. Nothing in this policy excludes or limits rights or remedies you have under applicable law.

Privacy Policy

Policy preview — business and fulfilment details must be finalised before the store opens.

This policy explains how Pawsoli handles information when you browse the store, contact us or place an order. For a privacy question or request, email pawsoli.store@gmail.com or call 0435 416 982.

Information we collect

When you contact us, we receive the details you submit, such as your name, email address and message. When you order, information may include your contact and delivery details, order information and payment confirmation. Payment information is processed through the payment providers enabled at checkout.

Our Shopify-hosted store may also process technical information, such as IP address, browser, device and website activity, using cookies and similar technologies. This helps the store operate, maintain security and understand how its pages are used.

You can make a general enquiry without placing an order. We need sufficient contact and delivery details to fulfil an order or resolve an issue concerning a particular purchase.

How we use it

We use information to answer enquiries, manage orders and returns, arrange delivery, maintain records, help prevent fraud and improve the store.

Marketing and order messages

If you choose to receive marketing, we may use your contact details for that purpose. An order or support enquiry does not, by itself, subscribe you to marketing. You can unsubscribe using the instructions in a marketing message or by contacting us. We will action marketing unsubscribe requests within five working days, without requiring a fee or account login.

We may still send messages needed to manage an order, delivery, return or other request after you unsubscribe from marketing.

Service providers

Shopify provides the ecommerce platform. We may share relevant information with payment providers, fulfilment partners, delivery companies and professional advisers where needed for their services. We may also disclose information where required or permitted by law.

Customer support email is handled through our Gmail account. Shopify, Google and the providers used for payments and delivery may process or store information outside Australia. The locations depend on the providers and services used. Information about Shopify’s international processing is available in its international data transfer guidance. You can contact us to ask about the providers involved in handling your information. We do not sell or rent customer contact lists.

Cookies and choices

Essential cookies support functions such as checkout and security. You can manage cookies through your browser settings, although disabling them may affect the store. If optional analytics or advertising technologies are used, the relevant notice and privacy choices will explain their purpose and how to manage them. Unsubscribing from emails is separate from changing your browser’s cookie settings.

Storage and security

Information is held in the systems used to operate the store and handle customer support. We take reasonable steps to protect it and limit access to those who need it for their work. We retain information while needed for order records, enquiries, disputes and other legitimate business or legal purposes. When it is no longer needed and there is no legal reason to retain it, we take reasonable steps to delete it or remove identifying details.

No online service can promise absolute security. Please do not send full payment-card details or unnecessary sensitive information in a contact message.

Access, correction and concerns

Contact pawsoli.store@gmail.com if you want to access or correct information, ask us to stop marketing, request deletion subject to any legal retention obligations, or raise a privacy concern. We may ask for reasonable information to verify that the request relates to you.

To raise a privacy complaint, tell us what happened and the outcome you are seeking. We will investigate, provide a response and explain any further steps. We aim to respond within 30 days and will keep you informed if more time is needed. If you remain dissatisfied, the Office of the Australian Information Commissioner can provide information about whether it can consider your complaint at oaic.gov.au. Your rights under applicable law are not limited by this policy.

Updates

We may update this policy when our operations or services change. The current version will be available on this website.

Terms of Service

Policy preview — business and fulfilment details must be finalised before the store opens.

These terms apply to the Pawsoli website and purchases made through it. Pawsoli is an online pet store based in Victoria, Australia. Questions can be sent to pawsoli.store@gmail.com or raised by calling 0435 416 982.

Using this website

Please use the website lawfully and provide accurate details when contacting us or ordering. Do not attempt to interfere with the website, misuse payment facilities, or submit misleading information.

Product information

Read the description, dimensions, intended use, materials and care instructions before purchasing. If you are unsure whether an item suits your needs, contact us first. Colours may vary slightly between screens; this does not excuse a material difference from the product description.

Prices and payment

Prices are displayed in Australian dollars unless expressly indicated otherwise. Mandatory charges and applicable taxes will be disclosed before purchase. Delivery charges are shown at checkout. Prices can change for future purchases; a change does not alter a completed order’s agreed price.

Available payment methods are displayed at checkout. If a payment fails, the order may not proceed. We may reasonably verify an order where needed to prevent fraud, without requesting unnecessary sensitive information.

Orders and availability

An order acknowledgement confirms we received your order. If an item becomes unexpectedly unavailable or an obvious pricing error is discovered before fulfilment, we will contact you promptly to explain the issue and the available options. Any cancellation will be handled in accordance with applicable law, including a refund where we cannot supply the order. We will not require you to accept a substitute or an increased price without your agreement.

We may decline an order for a genuine legal, payment-security or availability reason. If we have taken payment for an order we do not fulfil, we will refund it. We do not reserve an unrestricted right to change or cancel completed orders.

Delivery and returns

Our Shipping & Delivery and Returns & Refunds policies form part of these terms. Contact us promptly if you need to request an order change. Cancellation or address changes may not be possible after dispatch; your statutory rights remain unaffected.

Consumer rights

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including under Australian Consumer Law. Any product-use guidance does not remove our obligations to supply goods of acceptable quality that match their description and are fit for any applicable disclosed purpose.

Third-party services and links

The store uses Shopify and the service providers enabled for its operation. External links may lead to websites with their own terms and privacy practices. We do not control external websites, and this does not remove our responsibilities for your purchase from Pawsoli.

Website content

Pawsoli branding and original content are protected by applicable intellectual-property rights. You may use the website for personal shopping and information purposes. Please obtain permission before reproducing our branding or content for commercial use.

Disputes and changes

Contact us first so we can try to resolve a concern. These terms are governed by Victorian law and applicable Australian law, without restricting any mandatory rights or lawful forum available to you. Updates apply prospectively; they do not retrospectively remove rights arising from an existing order.

Track an order

Find your delivery.

Size & care guide

Check the fit. Know the care.