Refund and Returns Policy

Return Policy

We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item.
To qualify for a return, your item must be in the same condition as when you received it—unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at [email protected]. Returns should be sent to the following address: 7 Cassius Way Ormeau
For these purchases you can return your order for exchange, Refund or store credit.

If your return is approved, we will provide you with a return shipping label and detailed instructions on how and where to send your package. Please note that items sent back without a prior return request will not be accepted.
For any questions regarding returns, feel free to contact us at [email protected]

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This will allow us to assess the issue and resolve it promptly.

Exceptions / Non-Returnable Items

For hygiene reasons, certain items cannot be returned if they have been soiled by your pet (such as fleece liners or hideys), as well as custom products (like special orders or personalised items) and personal care goods (such as brushes). If you have questions or concerns about a specific item, please reach out to us.
Please note that we cannot accept returns on sale items or gift cards.

Exchanges

The quickest way to get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at [email protected]

I have a faulty or damaged Item?

If you received a damaged shipment or product, please email photos of the damaged item to [email protected]. Include your invoice number and name, and we will assist you in resolving the issue.
You can return your order for a refund if the item is faulty, unsuitable for its intended purpose, or not as pictured on the website. Please note that items returned after 30 days may not be eligible for a refund and could incur an additional restocking fee.

Do I need to pay postage to return the item?

The customer is responsible for the cost of returning an item, unless the return is due to an error on our part. Due to courier rates, returning an item may be more expensive than the original shipping cost.
Before returning goods, you must contact a Small Paws Supply customer service representative. Refunds can only be processed after we have arranged the pickup and return through our courier service.

Do you offer refunds on Bedding such as Liners?

We cannot offer refunds or exchanges on bedding items that have been soiled by urination or defecation, even if they have been washed, due to strict health policies. Please make your selections carefully and double-check your order before submitting.

Cancel or Change an order

How Do I Cancel or Change an Order?

If you made a mistake while ordering, you can cancel or change your order for one-time deliveries before it leaves our warehouse. Simply contact our Customer Service team for assistance.

How Do I Return or Exchange an Item?

If you would like to return or exchange a product from your order, please contact our team. They will provide you with information on your return options and assist you in organising an exchange if needed.

My Order Was Cancelled Due to Fraud?

Our store is alerted to any high-risk transactions, which may include mismatched emails, addresses, or names that do not align with the account holder, or when the payment method is registered under a different name than the billing or shipping details.
To protect the account holder, we may cancel these fraudulent orders or place them on hold for further investigation. If your order is on hold, we may refer the matter to the authorities for clarification.