REFUND POLICY

At PWAG, we want you and your furry friend to feel delighted with every purchase. If something isn’t quite right, we’re here to make the process as smooth as possible.

You have 30 days from the date you receive your order to request a return. To be eligible, your item must be in its original condition — unused, unworn, with tags attached, and in its original packaging. Please also include your receipt or proof of purchase.

To begin a return, simply direct message us on Instagram at @pwag_au

Once your return is approved, we’ll send you a return shipping label and clear instructions on how to send your item back. Please note that items sent without prior approval cannot be accepted.

Damages and Issues

We take great care to ensure every order arrives in perfect condition. If your item arrives damaged, defective, or incorrect, please contact us right away. We’ll review the issue and make it right as quickly as possible.

Exceptions and Non-Returnable Items

Please note that sale items and gift cards are non-returnable.

If you have any questions about a product or its return policy, reach out to us anytime — we’re here to help ensure you feel confident in your choice.

Exchanges

To receive your replacement quickly, we recommend returning your original item first. Once the return is approved, you can place a new order for your preferred item.

International Orders

We’re proud to ship worldwide.

Please note that international orders may be subject to local consumer protection laws, which we will honour where applicable.

Refunds

As soon as we receive and inspect your returned item, we’ll notify you of the outcome. If your refund is approved, it will be issued to your original payment method within 10 business days.

Please keep in mind that banks or credit providers may take additional time to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at customercare@pwag.com.au and we’ll look into it for you.