Refund policy

Return Policy

At Zoxa Paws, we want you to be completely satisfied with the quality, fit, and craftsmanship of your dog gear. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to biological veterinary hygiene standards, flea and parasite containment protocols, and animal dander control, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The harness, leash, collar, or vehicle seat cover must be completely unused outdoors, unwashed, and in its original, brand-new condition.
  • Hygiene & Parasite Prevention Standards: Items tried on indoors for sizing must be 100% free of pet fur, dried mud, saliva, dander, ticks, outdoor stains, or pet odors. We strictly cannot accept products showing outdoor trail wear, road dirt, or tooth bite marks.
  • All original packaging, branded card hangtags, protective buckle wraps, sizing cards, and instructional manuals must remain fully intact and attached.
  • Vehicle seat protectors must show zero claw puncture indentations, dirt marks, water stains, or trapped animal hairs in the fabric weave.
  • Items showing signs of dog chewing, frayed webbing from scratching, salt corrosion, or altered straps will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

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

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing parcel insurance, as Zoxa Paws cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer support team at support@zoxapaws.store within 30 days of delivery. Please include your order number, pet breed/measurements, product model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a harness size, leash colorway, or delivery address), contact us immediately at support@zoxapaws.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our pet gear inspection team will examine each item to verify compliance with our return conditions (100% fur-free webbing, zero chewing marks, unblemished buckle hardware, attached hangtags, and undamaged retail packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@zoxapaws.store for further assistance.