Refund policy

Refund Policy

We want you to be happy with your order from Mistlepaws. This policy sets out when you can return an item, how to do it, and how quickly you are refunded.

Nothing in this policy limits any consumer guarantee that cannot lawfully be excluded, including under the Australian Consumer Law. If an item is faulty, not as described, or does not do what it is meant to do, you are entitled to a remedy regardless of the time limits below.

1. How to start a return

• Email mistlepaws@outlook.com with your order number and, where the item is damaged or faulty, a photo or a short video showing the problem.
• We reply within 24 hours, seven days a week.
• Do not send anything back before we reply. We confirm the return address in writing with each approved return. A parcel sent to an address we have not confirmed cannot be tracked or refunded.

2. Change of mind returns

• You may return an item for a refund within 30 days of delivery.
• The item must be unused, in its original condition, and returned in its original packaging with all parts and fixings.
• Return shipping for a change of mind is paid by you. We do not charge a restocking fee.
• Once we receive and check the item, we refund the purchase price to your original payment method.

3. Damaged, faulty or incorrect items

• If your item arrives damaged, faulty or is not what you ordered, email mistlepaws@outlook.com within 30 days of delivery with your order number and a photo.
• We replace it or refund it in full, at your choice.
• You do not pay return shipping on a damaged, faulty or incorrect item, and in most cases we will not ask you to send it back at all.

4. How long a refund takes

• Approved refunds are issued within 5 business days of the returned parcel arriving back with us.
• A cancelled order that has not been dispatched is refunded within 5 business days of us confirming the cancellation.
• Your bank or card issuer then takes its own time to post the funds to your account, usually 3 to 10 business days. That part is outside our control.
• Refunds go back to the original payment method. We cannot refund to a different card or account.

5. Cancelling an order

• Before dispatch: email mistlepaws@outlook.com with your order number and we will cancel and refund it in full. There is no cancellation deadline and no cancellation fee.
• After dispatch: the order cannot be cancelled, because it has left the facility. Once it arrives, the return options above apply.

7. Add-ons

• Shipping Protection claims are made by emailing mistlepaws@outlook.com within 30 days of delivery, or of the last carrier scan where a parcel never arrived. We replace the order once at no cost, or refund it in full, at your choice.
• The Mystery Box is a bonus physical item and cannot be returned or refunded separately from the order it shipped with.

8. Items we cannot accept back

• Items returned without contacting us first, or sent to an address we have not confirmed in writing.
• Items damaged after delivery through misuse, modification, or use outside their intended purpose.
• Items returned incomplete, with parts or fixings missing.

9. Contact

All returns, refunds and cancellations go through mistlepaws@outlook.com. We reply within 24 hours, seven days a week.