Refund policy
Last updated: 6 October 2026
At Paw & Whimsy, we want you to be happy with your pet’s new outfit. This policy applies to purchases from pawandwhimsy.com, including the HolyMeow Cat Costume.
1. 30-day returns
You may request a change-of-mind return within 30 days of delivery. Please contact support@pawandwhimsy.com with your order number before sending anything back so we can provide return instructions and the correct return address.
For change-of-mind returns, the costume must be unused, unwashed and in its original condition, with tags and original packaging. A careful try-on to check the fit is fine, provided the item remains clean, undamaged and free from pet hair, odours or stains. Please provide proof of purchase.
2. Choosing the right size
Measure your pet’s neck, chest and back and compare them with the size guide on the product page. Breed and weight alone do not determine the fit. If the size is unsuitable, contact us within the 30-day return period. Exchanges depend on stock availability; we can also arrange an eligible return and refund.
3. Items that have been worn or damaged
We do not accept change-of-mind returns for costumes that have been worn beyond a careful try-on, washed, altered or damaged after delivery. These conditions do not limit your rights if an item is faulty, unsafe or not as described.
4. Refunds and payment methods
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are processed to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to display the refund.
If a buy-now-pay-later service was offered at checkout and used for your purchase, approved refunds are sent through that provider. Follow its instructions about any remaining instalments while the refund is being processed.
Any original delivery charge is non-refundable for change-of-mind returns. If your order qualified for free shipping, there is no original delivery charge to deduct. Refunds for faulty or incorrect goods are handled in accordance with your rights under Australian Consumer Law.
5. Return shipping
You pay return postage for change-of-mind returns, including a size you selected that does not fit. We recommend a tracked service such as Australia Post and keeping your postage receipt.
For a confirmed fault, damage on arrival or an incorrect item supplied by us, we will provide a prepaid return label or reimburse reasonable return postage where required. Contact us first so we can arrange the appropriate next step.
6. Faulty, damaged or incorrect items
Please contact support@pawandwhimsy.com as soon as you notice a problem, with your order number and, where possible, photos or a video. Reporting delivery damage promptly helps us investigate, but there is no 48-hour deadline that removes your consumer rights.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. For a major failure, you may choose a refund or replacement. For other failures, you are entitled to an appropriate remedy under the law. You may also be entitled to compensation for reasonably foreseeable loss or damage. These rights are not limited to our 30-day change-of-mind period and apply to sale items too.
7. Cancellations
Contact us immediately if you need to cancel or correct an order. We can cancel it before processing or dispatch; once fulfilment has started, cancellation may not be possible. You can request an eligible return after delivery.
8. Missing refunds
Check your original payment account and contact your bank or payment provider. If a refund still has not appeared after the stated processing period, email support@pawandwhimsy.com.