Returns & Refund Policy

At Dodo Paws, we want you and your pet to be happy with your purchase.

This Returns & Refund Policy applies to purchases made through www.dodopaws.com.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

1. Change of Mind

We are generally unable to accept physical returns for change of mind. If you no longer want an item, please contact us at contact@dodopaws.com within 14 days of delivery. We may request supporting information, such as photos or other evidence, to help us assess your request. Upon review, we may offer a partial refund, store credit, or another solution at our discretion.

We reserve the right to limit, decline, or adjust the compensation offered for requests that, in our reasonable assessment, indicate a pattern inconsistent with genuine change-of-mind use of this policy.

This does not affect your statutory rights in relation to faulty, damaged, unsafe, incorrect or otherwise non-compliant products, covered below.

2. Damaged, Faulty or Incorrect Products

Please inspect your order when you receive it.

If your product is:

• damaged;
• defective;
• unsafe;
• significantly different from its description;
• not fit for its intended purpose; or
• different from the product you ordered,

please contact us as soon as possible at contact@dodopaws.com.

Please include your order number and, where reasonably possible, photographs or other information that helps us assess the problem.

We will review the issue and provide the appropriate remedy in accordance with applicable consumer law.

Under the Australian Consumer Law, consumer guarantees automatically apply to products sold to consumers and cannot be removed by a store's refund policy.

Where a product has a major problem, Australian consumers may be entitled to choose between a refund or replacement. For other problems, an appropriate remedy such as repair or replacement may apply.

3. Return Shipping for Faulty Products

You will not be required to bear reasonable return costs where a product is confirmed to be faulty, damaged, incorrect or otherwise covered by your rights under applicable consumer law.

If you have already paid reasonable postage costs to return a product that is confirmed to have a problem, those reasonable costs will be reimbursed where required by Australian Consumer Law.

For large, bulky or difficult-to-return products, please contact us before arranging a return so that we can determine the appropriate return or collection method.

4. Do Not Return Products to the Sender Without Instructions

The return address for some items may differ from the address shown on the original parcel.

Do not send a product back to the sender's address unless Dodo Paws has specifically instructed you to do so.

Please contact contact@dodopaws.com first and we will provide the appropriate return instructions.

In most cases involving a faulty or incorrect item, a physical return will not be required, a refund or replacement will be issued directly upon review of the evidence provided. Where a return is necessary, we will provide specific instructions at that time.

5. Exchanges

For change-of-mind purchases, we do not generally offer direct exchanges. If you would like a different item, please place a new order for the product you prefer.

This does not affect any right to a replacement that may apply under the Australian Consumer Law where a product has a problem. For a major failure, the Australian consumer may choose a replacement or refund.

6. Refunds

Once we receive and assess your eligible claim, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 14 days after approval for us to process the refund. Your bank, credit card issuer or payment provider may require additional time for the funds to appear in your account.

Where Australian Consumer Law requires a refund for a major product failure, the refund should be for the full amount paid and generally provided using the original method of payment unless otherwise agreed with the customer.

7. Order Cancellations

If you wish to cancel an order, please contact us as quickly as possible at contact@dodopaws.com.

Orders may be cancelled before they have been processed or fulfilled.

Because our fulfilment process may begin shortly after an order is placed, we cannot guarantee cancellation once the order has entered processing or has been dispatched.

If your order has already been shipped, the applicable return provisions in this policy will apply.

8. Proof of Purchase

We may request reasonable proof that the product was purchased from Dodo Paws before providing a refund, replacement or other remedy.

Proof of purchase may include an order confirmation, receipt, payment record or other reasonable evidence of purchase. Australian consumer law permits businesses to request reasonable proof of purchase; an original paper receipt is not necessarily required.

9. Australian Consumer Rights

Our voluntary Change of Mind policy is additional to your statutory consumer rights.

Australian consumer guarantees may continue to apply depending on the nature of the product and the circumstances. A business cannot impose an arbitrary time limit that removes these statutory rights.

Nothing in this Returns & Refund Policy limits any rights or remedies available to you under the Australian Consumer Law.

10. Contact Us

For any questions regarding returns, refunds, damaged products or your order, please contact us:

Store name: Dodo Paws
Company: FERRONET METAL TRADE LTD
Company Number: 14731700
Registered Office:
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Website: www.dodopaws.com
Email: contact@dodopaws.com

We aim to respond to customer enquiries within 48 hours.

Customer Service Hours:
Monday–Friday: 09:00–18:00
Saturday: 11:00–17:00