Return Policy

We want you to love our products as much as we do, but understand that sometimes a product doesn’t work out. You may return or exchange a product within 14 days of receiving your order as long as the product meets our return policy standards.

- If you find that the product just isn't right - possibly you made a mistake when ordering or the item isn't right for your furbaby you have up to 14 days to return the product. With cases like this you'll need to pay the courier cost of returning the product.

- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

- Don't forget to include your order number and contact details. All returns are assessed before a credit or refund is approved or declined and the team will update you regarding the outcome. 

- There are no refunds on delivery charges.

- Please review which products are ineligible for return prior to returning your Paws Up item. Any return that does not meet our return policy standards will not be refunded.

Easily return your Paws Up item by contacting our Customer Service Team at pawsuptime@gmail.com with your order number, and a photo(s) of the product(s), and they will assist you with the next steps.

*Items sent back to us without first requesting a return will not be accepted.

You can cancel or change your order before it leaves our warehouse. Just contact us at pawsuptime@gmail.com.

*Orders cannot be canceled or changed after they are dispatched.

Paws Up does not accept returns for the following products:

• Used products (We reserve the right to determine whether an item has been used)
• Custom orders
• Products purchased from another source other than our website, www.pawsup.co.nz
• Products deemed to be in unsellable condition (We reserve the right to determine whether an item has been washed)
• If it has been 12 days since you received your product, we will not accept a return.

In the event that a product you purchased from Paws Up is faulty, we are committed to meeting our obligations under the Consumer Guarantees Act (CGA). 

The legislation outlines the guarantees and rights of both the seller and consumer for products sold.

Under the CGA, products sold by us must be safe, of acceptable quality, fit for the purpose they have been purchased for, match the description given, match the sample or demonstration model, and be of acceptable condition when received by you;

The CGA guarantees are in addition to any other warranty offer(s) provided by the manufacturer, or insurance provider (if applicable); and

The CGA does not apply where the product has been misused, broken, or improperly operated.

Note: Due to lighting, angles or camera device differences, the colours and sizes of the actual item might be slightly different from pictures. Please allow 1 to 3 cm inaccuracy, and please consider these factors before your purchasing. Such issues are not considered as product quality issues.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For any change of mind returns, shipping costs and return fee is non-refundable. The cost of shipping fees will be deducted from your refund.

If you haven’t received a refund yet, you could check with your bank or credit card company first. It may take some time before your refund is officially posted. If you still have any questions about refund, please contact us at www.pawsup.co.nz.