Refund policy

Thank you for shopping at Meow and Paw. We take pride in offering premium luxury cat products and want to ensure you have a seamless shopping experience. If you are not completely satisfied with your purchase, we are here to help.

At Meow and Paw, we are committed to providing high-quality products for you and your pet. Our refund and returns policy is in accordance with the Australian Consumer Law (ACL).

7-DAY Change of Mind Returns

We want you (and your cat) to love your Meow and Paw purchase. If you’ve had a change of heart, we offer a 7-day return window from the date your order is delivered, no questions asked.

To be eligible for a return:

  • The item must be unused, in its original condition, and in original packaging.

  • You must contact us within 7 days of receiving your order.

Please note:

  • Our cat tower products are large and bulky items. If you’re not satisfied with the item, please do not install the product and contact us immediately. If it has been installed, and it affects the return due to damage, we cannot accept the return.

  • Return shipping costs are the responsibility of the customer.

  • We recommend using a trackable shipping method.

Faulty or Defective Products

In accordance with Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if a product is faulty, not as described, or does not meet consumer guarantees. If you receive a defective item, please contact us at support@meowandpaw.com within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos of the product

We will assess the claim and provide a suitable resolution in compliance with ACL.

Returns & Refunds

To initiate a return, please email support@meowandpaw.com with your order details. If your return is approved:

  • We will provide instructions on how to return the item.

  • The item must be returned unused, in its original packaging.

  • Return shipping costs are the responsibility of the customer unless the item is deemed faulty.

Once received and inspected, we will notify you of the outcome. If approved, refunds will be processed to the original payment method within 5-10 business days.

Refunds

Once we receive your returned item and inspect its condition, we will notify you about the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed within 5 business days to your original payment method.

  • Rejected Refunds: If the return does not meet our eligibility criteria, we will notify you, and the item may be sent back to you at your expense.

If more than 15 business days have passed since we've approved your return, please contact us.

EXCLUSIONS & NON-REFUNDABLE ITEMS

We do not accept returns or offer refunds on the following:

  • Items that have been used, damaged, or altered after delivery.

  • Personalized or custom-made products.

  • Sale or clearance items (unless faulty).

  • Gift cards and promotional items.

Late or Missing Refunds

If you haven’t received a refund yet, please:

  1. Check your bank account again.

  2. Contact your credit card company, as processing times may vary.

  3. If you’ve done the above and still haven’t received your refund, please contact us at support@meowandpaw.com.

Contact Us

For any refund or return inquiries, please reach out to our team at support@meowandpaw.com. We are happy to assist!