Refund policy

We want you and your pet to love what you ordered. If something is not right, we will make it right.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you are entitled to choose a refund, a replacement, or to keep the item and ask us to compensate you for the drop in value. A major problem means the item is unsafe, is significantly different from its description, does not do what we said it would do, or cannot easily be fixed.

If the problem is not major, we will repair, replace or refund the item within a reasonable time. Nothing in this policy limits those rights.

Changed your mind

You can return an unopened, unused item in its original packaging within 14 days of delivery for a refund of the product price.

  • The item must be sealed, unused and in resaleable condition, with any original seals and shrink wrap intact.
  • Return postage on a change of mind return is paid by you. We recommend a tracked service, because we cannot refund a parcel that does not reach us.
  • Original delivery charges are not refunded on a change of mind return. If your order qualified for free shipping and returning an item takes it below $50, the shipping we absorbed is deducted from the refund.
  • Please contact us before you send anything back, so we can give you a return address and a reference number.

What we cannot accept on a change of mind

For hygiene and safety reasons we cannot resell certain items once they have been opened, so we are not able to take them back simply because you changed your mind.

  • Shampoos, conditioners, oils, sprays, balms and any other formula where the seal has been broken.
  • Wipes, pads and any single use item where the pack has been opened.
  • Poop bags where a roll has been unwrapped or a box opened.
  • Gift sets where any single item inside has been opened or used. Gift sets are returned as a complete set.
  • Anything that has been used on a pet.

This does not apply if the item is faulty, damaged, or not what you ordered. In those cases we want it back regardless of whether it is open, and the sections below apply instead.

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or is not what you ordered, contact us within a reasonable period of delivery and we will sort it out. We will cover return postage, and you can choose a replacement or a refund.

It helps enormously if you can send us:

  1. Your order number.
  2. A photo of the item and, if the parcel was damaged, a photo of the packaging.
  3. A short note on what went wrong.

If a leak has damaged other items in the same parcel, tell us and we will replace those too.

If your pet reacts to a product

Our formulas are pH balanced, sulphate free and made specifically for cats and dogs. Even so, individual animals can be sensitive to an ingredient that suits almost every other pet, in the same way that people can.

If you see any sign of irritation, stop using the product, rinse the coat and skin thoroughly with clean water, and speak to your vet if the irritation continues or gets worse.

Please tell us as well. Contact us with your order number, the batch code printed on the base of the pack, and a short description of what happened. We review every one of these individually, and where a product has not met the standard you are entitled to expect, we will put it right in line with your rights under the Australian Consumer Law.

We would genuinely rather hear about it than not, because it tells us something we need to know.

We sell pet care products, not veterinary medicine. Nothing on our site is veterinary advice, and it is not a substitute for seeing a vet. If your pet is unwell, please see a vet.

Bundles, gift sets and discounted orders

If you built a bundle or bought a gift set and you return part of it, the discount was applied to the set as a whole, so the refund is calculated on what you actually paid for the items you are returning, not on the full price.

If returning an item takes your order below the quantity that earned a bundle discount, the discount no longer applies to the items you keep, and the refund is adjusted to reflect that. We will always show you the numbers before we process anything.

Sale items and gift cards

Sale items are covered by the same Australian Consumer Law guarantees as everything else. Gift cards cannot be returned or exchanged for cash.

How to start a return

  1. Email us at hello@ciroapaws.com with your order number and what you would like to do.
  2. We will reply with a return address and a reference number, usually within two business days.
  3. Pack the item securely, include the reference number, and send it back.
  4. Once it arrives and we have checked it, we will process your refund.

Refund timing

Refunds go back to your original payment method. We process them within five business days of receiving and checking the return, and your bank or card provider may take a few more days to show it. If you paid with a buy now pay later service, that provider will adjust your plan on their own timetable.

Exchanges

The fastest way to get something different is to return the original item for a refund and place a new order, so you are not waiting on a return to clear before your new item ships.

Still not sure

Email hello@ciroapaws.com and a person will answer. If you are unsure which product suits your pet, our quiz is a good starting point, and we are happy to talk it through before you buy.

Paws by Ciroa is a brand of Jamesly Pty Ltd, ABN 94 672 771 630, Unit 403 Level 4, 282 Oxford Street, Bondi Junction NSW 2022, Australia.