Help & support
Returns & Consumer Rights
Your rights, returns and refunds.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. For a major failure, you are entitled to choose a refund or replacement and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in our returns policy limits these rights.
Faulty, damaged or incorrect items
For a faulty item, Paw Finity Pets offers you a choice of refund, replacement or repair. Email hello@smartpetco.com with your order number and a description of the problem. Photos or video can help us assess it. There is no 7-day reporting limit for faulty or damaged goods. Your consumer guarantee rights are not restricted to our change-of-mind return window.
30-day change-of-mind returns
For change-of-mind returns, contact us within 30 days of delivery. Items must be unused, in original condition and packaging, with proof of purchase. Return shipping is the customer’s responsibility and original shipping costs are non-refundable. These conditions apply only to change-of-mind returns, not claims under Australian Consumer Law.
Refund timing
Approved refunds return to the original payment method. Allow 3–10 business days depending on your bank or payment provider.