Refund policy

We have a 30-day return policy, which means you can request a return within 30 days after receiving your item.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at maisonpawshop@gmail.com.
If your return is accepted, we’ll provide you with the return address and detailed shipping instructions.
Items sent back to us without first requesting a return will not be accepted.

Please note that return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.

Damaged, faulty, or incorrect items

Please inspect your order as soon as you receive it.
If the item is defective, damaged, or incorrect, contact us immediately at maisonpawshop@gmail.com with your order number and photos or videos of the issue.
We’ll assess the situation and arrange a replacement or full refund as appropriate.

Change of mind returns

We gladly accept returns for change of mind within 30 days of delivery, provided the item is:

  • Unused and in its original packaging

  • In resaleable condition

  • Accompanied by proof of purchase

Refunds for change of mind will be issued excluding shipping costs, and return shipping is at the customer’s expense.

Non-returnable items

We do not accept returns for certain types of goods, including:

  • Perishable or consumable items (e.g. food, treats)

  • Custom or personalised products

  • Intimate or sanitary goods

  • Hazardous materials or flammable liquids
    Additionally, sale items and gift cards cannot be refunded.

If you’re unsure whether your item is eligible for return, please contact us before making your purchase.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please note that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at maisonpawshop@gmail.com.

Australian Consumer Law

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

For more information about your consumer rights, visit the Australian Competition & Consumer Commission (ACCC) website:
👉 https://www.accc.gov.au