Refund Policy
Refund and Returns Policy
Last updated: 17 October 2026
At ChillPaws (Eduard Luli trading as ChillPaws, ABN 69 248 233 156), we want you and your pet to be happy with your purchase.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
• For a major failure, you are entitled to a replacement or a refund (your choice), and to compensation for any other reasonably foreseeable loss or damage.
• For a minor failure, we will fix the problem free of charge. If we can't do that within a reasonable time, you can choose a replacement or a refund.
• 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 this policy limits your rights under the ACL.
What counts as a major problem?
A product has a major problem if, for example, it:
• is unsafe
• is significantly different from its description, photos or sample
• has a problem that would have stopped you buying it if you had known about it
• doesn't do what it's normally meant to do and can't easily be fixed within a reasonable time
Examples: the mat arrives torn or with split seams, you receive the wrong size, or it's very different from the photos.
Minor problems
Examples: a loose thread or a small cosmetic mark that doesn't stop the mat being used. We'll offer a free fix or, at our option, a replacement or refund.
How to make a claim (faulty, damaged, wrong item or not as described)
1. Email chillpaws.au@gmail.com with your order number, a short description of the problem and photos.
2. We'll reply within 1 to 2 business days.
3. If we need the item back, we'll email you return instructions and our return address (based in Adelaide, SA), and we'll reimburse your reasonable return postage. In many cases we may only need photos and won't ask you to send the item back.
4. Refunds are made to your original payment method for the full amount you paid, including any shipping you paid. We process refunds within 5 business days of approving your claim.
You don't need to deal with the manufacturer or our supplier. We are responsible for sorting it out.
Change-of-mind returns (our extra policy, on top of your ACL rights)
• You can return an item for a change of mind within 30 days of delivery.
• The item must be unused, clean, free of pet hair and odours, and in its original packaging.
• Please email chillpaws.au@gmail.com first. We'll send you return instructions and our return address (based in Adelaide, SA). Please don't post items to any address shown on the packaging.
• Return postage for change-of-mind returns is at your cost. We recommend using a tracked service.
• Once we've received and checked the item, we'll refund the product price to your original payment method within 5 business days. We won't deduct anything for the original free shipping.
• For hygiene reasons, we can't accept change-of-mind returns of used items. This doesn't affect your rights if an item is faulty or not as described.
Where to send returns
Please don't send anything back without contacting us first. Email chillpaws.au@gmail.com and we'll reply with return instructions and our return address (based in Adelaide, SA).
Questions?
Email chillpaws.au@gmail.com.