Refund policy

At Savanna Paws, we strive to ensure our customers are satisfied with their purchases. This policy outlines our guidelines for returns, refunds, and exchanges.

1. Returns & Eligibility

We offer a 30-day return policy, meaning you have 30 days from the date of receiving your item to request a return.

To be eligible for a return, your item must:

✅ Be in original condition (unworn, unused, with tags, and in its original packaging).
✅ Include the receipt or proof of purchase.

Return Process:

  1. Contact us at hello@savannapaws.com.au to initiate the return.
  2. If your return is approved, we will provide:
    • A return shipping label (if applicable).
    • Instructions on how and where to send your item.
  3. Returns sent without prior approval will not be accepted.

📌 Important:

  • Customers are responsible for return shipping costs for change-of-mind returns.
  • Savanna Paws is not responsible for injuries or incidents caused by product misuse.

2. Damaged, Defective, or Incorrect Items

We highly recommend inspecting your order upon delivery.

If your item is:

🚨 Damaged, defective, or incorrect – Contact us within 48 hours of receiving it.
⚠ Faulty upon arrival – You have 7 days from the delivery date to report the issue.

📌 If you do not contact us within the specified timeframes, we will assume your order arrived in acceptable condition.

We do not accept responsibility for damages caused by:

  • Chewing, improper use, or general wear and tear.
  • Broken clips due to misuse.
  • Torn fabric caused by excessive force.

If eligible, we will offer:
✅ A replacement (if available) OR
✅ A refund (processed to the original payment method).

3. Non-Returnable & Non-Refundable Items

We cannot accept returns for:

🚫 Personalized or custom-made items (Ensure correct size & colour before ordering).
🚫 Sale items & gift cards.
🚫 Hazardous materials, flammable liquids, or gases.
🚫 Perishable goods (e.g., food, plants, flowers).
🚫 Personal care items (e.g., beauty & hygiene products).

📌 Tip: Please review sizing charts and product descriptions carefully before purchasing.

4. Exchanges

We do not offer direct exchanges.

🔄 Want a different size or product?

  1. Return the item following our return process.
  2. Once your return is approved & processed, place a new order for the item you want.

📌 Note: Customers are responsible for all return shipping costs.

5. Refund Process

We will notify you once your return has been:
✅ Received & inspected.
✅ Approved or denied for a refund.

If approved, refunds will be:

💰 Automatically credited to your original payment method within 10 business days.
💳 Processing time may vary based on your bank or credit card provider.

📌 If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at hello@savannapaws.com.au.

6. European Union Customers: 14-Day Cooling-Off Period

If your order is shipped to the European Union (EU), you have the right to:
🛑 Cancel or return your order within 14 days, for any reason, without justification.

📌 Item Conditions:

  • The product must be unused, with tags, and in original packaging.
  • A receipt or proof of purchase is required.

This policy applies in addition to our standard return policy.

7. Pre-Orders & Out-of-Stock Items

Pre-Orders

  • Pre-orders are items not yet received by Savanna Paws.
  • The lead time starts when the product arrives at our HQ.
  • If no ETA is listed, please contact us before purchasing.

Out-of-Stock Items

  • If an item is out of stock at the time of order fulfillment, you will receive a:
    ✅ Refund OR
    ✅ Email notification with alternative product options.

📌 Tip: Product colours may vary slightly from website images. If unsure, contact us before ordering via email, Facebook, or Instagram.

8. Contact Us

For any return, refund, or product-related inquiries, please reach out to us:

Email: hello@savannapaws.com.au