FAQ

OUR RETURNS POLICY                   

Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of an error made by Paragon Petz Australia we will attempt to rectify this at no extra cost to you.

We do not normally accept returns but on the odd occasion that a return is required, there is a 25% restocking fee.

Refunds are not provided for returns. We will credit your account. If you decide you wish to cancel or return an order, you will need to arrange the return with tracking and insurance.

If you would like to make a return, please get in touch with us first. Send an email describing the problem to: paragonpetz@gmail.com 

Include your order number and the item/s to be returned - we'll assess, and will advise next steps.

The following relates to all orders.

Goods returned are subject to the following criteria:

• All goods returned must be in new, unopened condition with all seals intact.
• Used, damaged or soiled returns will not be accepted
• Customers are responsible for postage costs associated with returning goods
• Paragon Petz accepts no responsibility for loss or damage caused during return transit.
• All returns will be processed minus a restocking fee of 25%
  

A credit or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Please notify Paragon Petz within 5 business days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the return process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return. Please do not attempt to return an item without our approval. We will issue you with confirmation that will include an address for shipping. 

Please do not return items by COD or Return to Sender - contact us before you return anything. Any items returned to sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the Auspost return to sender fee of $12 plus a restocking fee of 25%.

WARRANTY CLAIMS

If a product has been deemed to be damaged or defective on arrival, we (or our local distributor / manufacturer, if applicable) will replace a product or product part as deemed appropriate.

The warranty is voided where damage to the product is caused by reason other than the manufacturer's defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n' tear, damage to accessories.

Toys
No toy is indestructible If used, we cannot accept a change of mind return. We cannot accept returns for "change of mind" by you.

Making changes and cancelling an order
Please take care when placing orders. If you need to change your order, please let our team know.

SHIPPING

We use Australia Post standard orders for our customers. Wholesale Customers orders are sent with Australia Post and TNT depending on the cubic size.

Any items that are marked with an Authority to Leave will be left in a safe place if there is no one to sign for it. Unfortunately we cannot accept responsibility for items that go missing or if there is an Authority to Leave.

Thanks for understanding.