Refund policy
Last updated: August 15, 2026
At Whistle And Paw, we want you and your pet to be happy with your purchase. We offer a 30-day change-of-mind return policy, which means you have 30 days from the date you receive your order to request an eligible return.
This voluntary return policy is in addition to any rights you may have under the Australian Consumer Law (ACL).
Change-of-Mind Returns
To be eligible for a change-of-mind return, the item must:
- Be requested for return within 30 days of delivery.
- Be unused, unworn and unwashed.
- Be clean and free from pet hair, fur, odours, stains, scratches, bite marks, chew marks or other signs of use.
- Have all original tags and labels attached where applicable.
- Be returned with its original packaging, accessories, manuals and components.
- Be in a condition suitable for resale.
- Be accompanied by your receipt, order confirmation or other proof of purchase.
Because many of our products are intended for use by pets, we cannot accept change-of-mind returns for products that have been used by or on an animal where doing so would create a hygiene or health concern.
To request a return, contact us at support@whistleandpaw.com before sending the product back.
Please do not return an item without first contacting us. Unauthorised returns may not be accepted.
If your return is approved, we will provide instructions explaining where and how to return your item.
Return Shipping for Change-of-Mind Returns
Customers are responsible for the cost of returning items where the return is due to a change of mind, incorrect size selection or another reason that is not the result of a fault or error by Whistle And Paw.
We recommend using a tracked shipping service, as Whistle And Paw cannot be responsible for a change-of-mind return that is lost before it reaches our nominated return location.
We do not charge a restocking fee for approved returns.
Pet Products and Hygiene-Sensitive Items
For health, hygiene and safety reasons, certain products may not be eligible for a change-of-mind return once opened, used or placed in contact with an animal.
Depending on the products we offer, this may include:
- Used or worn pet clothing.
- Used harnesses, collars or similar wearable products.
- Used pet beds, blankets, mats or furniture covers.
- Opened grooming or hygiene products.
- Opened consumable products, pet food or treats.
- Products showing pet hair, fur, odours, stains, saliva, bite marks or chew marks.
- Personalised, customised or made-to-order products.
- Gift cards.
- Products clearly identified as Final Sale before purchase.
These exclusions apply only to change-of-mind returns. They do not remove or restrict any rights you may have where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Incorrect Size or Fit
Please carefully review the sizing information displayed on the relevant product page before placing your order, particularly for pet clothing, harnesses, collars and other fitted products.
Where the correct product and size ordered has been supplied but does not fit your pet, this will generally be treated as a change-of-mind return and the standard return eligibility requirements above will apply.
If we send you a different size or product from the one you ordered, we will correct the issue at no additional cost to you.
Damaged, Defective, Unsafe or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, is defective or unsafe, is materially different from its description, or you receive an incorrect item, contact us at support@whistleandpaw.com with:
- Your order number.
- A description of the problem.
- Photos or video where reasonably appropriate to help us assess the issue.
We will review the issue and provide an appropriate remedy.
Where a return is required because we supplied an incorrect product or a product is confirmed to be faulty, defective or otherwise fails to meet applicable consumer guarantees, Whistle And Paw will cover or reimburse reasonable return shipping costs as required by the Australian Consumer Law.
Under the Australian Consumer Law, a faulty product does not need to be returned in its original packaging in order for a customer to exercise their statutory rights. If a product is confirmed to have a problem covered by the consumer guarantees, we will reimburse any reasonable return costs already paid by the customer where required by law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.
For a major problem with a product, Australian consumers are generally entitled to choose between a refund or replacement. You may also choose to keep the product and seek compensation for any reduction in value where applicable.
For a minor problem, we are entitled to provide an appropriate remedy, such as a repair, within a reasonable time. If the problem cannot be fixed or is not fixed within a reasonable time, you may become entitled to further remedies under the Australian Consumer Law.
For more information about your rights and available remedies, please visit the ACCC's repair, replacement and refund guidance.
The 30-day return period described in our change-of-mind policy does not limit your rights in relation to faulty, unsafe or non-compliant products.
Sale and Promotional Items
Sale or discounted items remain covered by the Australian Consumer Law.
Products specifically marked Final Sale may not be returned solely because you changed your mind.
This does not affect your rights where the product is faulty, unsafe, incorrectly described or otherwise fails to satisfy applicable consumer guarantees.
Exchanges
We do not currently process direct change-of-mind exchanges.
The quickest way to obtain a different size, colour or product is to request a return of the eligible original item and place a new order for the replacement product.
If we supplied the wrong product or size, contact us before placing another order so we can resolve the issue for you.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Your bank, payment provider or credit card company may require additional time to process and display the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@whistleandpaw.com.
Contact Us
Store Name: Whistle And Paw
Email: support@whistleandpaw.com
Address: 171 Todman Ave, Kensington NSW, 2033, Australia
Phone: +61 439 714 991
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM Australian Eastern Standard Time (AEST).
We aim to respond within 24 business hours, Monday to Friday. Messages received outside business hours or on weekends will be answered on the next business day.