Repair, Return, Replacement and Refund Policy

POLICY STATEMENT

​Fast fashion is a dog’s breakfast of waste and overproduction, but at Apawrel, we’re rewriting the rules. Apawrel is committed to maintaining our focus on sustainability and circular economy principles. Our mission is to rescue waste, reimagine its potential, and reconnect it to our lives through thoughtful design. Each Apawrel piece embodies sustainable style, playful storytelling, and the deep bond between pets and their guardians. Our returns policy not only complies with Australian Consumer Law but also ensures materials never become waste. This includes opportunities for consumers to support recycling and repurposing initiatives to keep our products and materials in circulation for as long as possible.

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1.    Summary

1.1.  This Repair, Return, Replacement and Refund Policy is subject to the Apawrel Website and Trading T&Cs.

1.2.  Apawrel exists reduce textile waste and celebrate the bond between pets and their humans with upcycled one-of-a-kind goods. We strive to ensure a quality fit in dog clothing and will repair or replace defective products, or offer a refund.

1.3.  This policy offers additional benefits in addition to your legal rights, including under the Australian Consumer Law.

1.4.  Defined terms in this Policy have the same meaning as in the Website and Trading T&Cs.

 

2.    What is the Apawrel refund policy?

2.1.  Return products to a Apawrel within 14 days for a refund of the original purchase price or exchange it for a product of equivalent value, provided the product is in the same condition you received it, unworn, unused and in its original packaging; and proof of purchase is provided.

2.2.  Custom items and Digital Products, e.g., downloadable patterns, are not eligible for return if you change your mind.

2.3.  Apawrel does not accept returns or exchanges on sale or discounted items (including pre-loved/Paw-Tested pieces) and gift cards.

2.4.  Online returns and delivery charges have additional information below.

 

3.    What is Apawrel’s delivery refund policy?

3.1.  If a product you have ordered from our Sites is defective or damaged in transit, return within 14 days for a refund of the Delivery Fee, provided the product is defective or damaged.

3.2.  Delivery Fees are not refunded for unwanted items.

 

4.    What if I have received faulty or defective products?

4.1.  If you:

4.1.1.      made a Purchase In-Store and received a faulty or defective product from us; or

4.1.2.      placed an Order through our Sites and a product you received is faulty or defective or damaged in transit on delivery to you,

return it to us within 14 days of the date of your In-Store Purchase or the date you placed your Order for online purchases and we will inspect the product and if we agree that the product is faulty, defective or damaged in transit (as applicable) and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with a near-identical product.

4.2.  If we are unable to provide you with an identical product, we will, with your agreement, refund the Online Purchase Price or In-Store Purchase Price, as applicable (and Delivery Fee in accordance with clause 3 of this policy, as applicable).

4.3.  As part of any assessment, we look at the following:

4.3.1.      If there is a minor fault: Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Apawrel can instead decide to replace the product or refund the purchase price.

4.3.2.      If there is a major fault: If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.

4.3.3.      If the product has been damaged through abnormal use: Unfortunately, Apawrel cannot offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Apawrel, or their agent. If repair is possible, it would be at your direction and cost.

 

5.    What if my pet doesn’t like the product?

5.1.   If your pet doesn’t like the product: Where there has been used and is still in reasonable condition you may opt to apply for the Apawrel Paw-Tested buyback program.

5.2.  You may apply to return the product to be recirculated or donated at your cost.

5.3.  Apawrel may offer up to 50% of the original purchase price.

5.4.  To start as Paw-Tested return contact us at apply online.

5.4.  Delivery Fees are not refunded for unliked items.

 

6.    How do I return a product?

6.1.  Please email fetch@apawrel.com.au with your name, contact details, and invoice number & details or use the contact form on our website.

6.2.  If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will be considered a donation to the Apawrel second-life program without refund, replacement, not compensation.

6.3.  If your Paw-Tested return is accepted, we will assess the product and notify you of the reasonable buy-back offer.

6.4.  Any cost incurred by you in returning the product to Apawrel will be borne by you.

 

7.    Do I need to show receipts to return or refund a product?

7.1.  For us to process a return, repair or refund, we will require proof of purchase.

7.2.  Proof of purchase may include:

7.2.1.    the tax invoice you received for an In-Store Purchase or available in your Account for an Order placed online; 

7.2.2.  a printed copy of the order confirmation email that you received when placing your Order online.

7.3.  Refunds may take up to 7 business days to be processed.

7.4.  When returning a product, for processing you must include in the package a copy of the correspondence, including;

7.4.1.      your name, contact details, invoice number and description of the product being returned;

7.4.2.     proof of purchase; and

7.4.3.     Apawrel’s acceptance of return.

 

8.    What are my rights under the Australian Consumer law?

8.1.  As set out in our Website and Trading T&Cs, nothing in this Repair, Return, Replacement and Refund Policy is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

8.2.  Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

8.3.  Where a failure does not amount to a major failure, Apawrel is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Apawrel will be borne by you.

8.4.  Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending