Refund policy

Effective Date: June 2024

1. RETURNS AND EXCHANGES

At Mama Paws, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer returns and exchanges under the following conditions:

30-DAY FIRST BAG GUARANTEE

First-time customers may open and try one bag of Mama Paws litter. If the product isn’t right for you or your cat, please contact hello@mama-paws.com within 30 days of delivery. If the first order contains multiple bags, only one bag may be opened.

Any additional bags must remain sealed and in their original condition to qualify for a refund. Shipping charges are non-refundable, and customers are responsible for the cost of returning any unopened bags, unless the product is faulty, damaged, or incorrectly supplied. This guarantee is provided in addition to your rights under the Australian Consumer Law.

2. ELIGIBILITY FOR RETURNS AND EXCHANGES

  • You may request a return or exchange within 30 days of receiving your order.

  • Except for the first bag covered by our 30-Day First Bag Guarantee, returned items must be unused, unopened, in their original packaging, and in the same condition as when received.

3. HOW TO REQUEST A RETURN OR EXCHANGE

To initiate a return or exchange, please follow these steps:

a. Log in to your Mama Paws account.
b. Go to your order history and select the order containing the item(s) you wish to return or exchange.
c. Follow the provided instructions to request a return or exchange.
d. Once your request is approved, you will receive further instructions on how to return the item(s).

4. RETURN SHIPPING

  • Customers are responsible for the cost of return shipping, unless the return is due to a mistake on our part or a defective item.

  • We recommend using a trackable shipping method to ensure the safe return of your item(s).

  • If a return is approved, we will provide you with a return shipping address.

5. REFUNDS

  • Refunds will be issued in the original form of payment used for the purchase.

  • Once we receive and inspect the returned item(s), we will process your refund within 3-5 business days.

  • Shipping charges (if applicable) are non-refundable, except in cases where the return is due to a mistake on our part or a defective item.

7. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact our customer support team at hello@mama-paws.com within 14 days of receiving your order. We will work to resolve the issue promptly by offering a replacement or a refund.

8. CHANGES TO THIS RETURN POLICY

Mama Paws reserves the right to make changes to this return policy at any time. Any updates or modifications will be posted on our website, and the effective date will be revised accordingly.

By placing an order with Mama Paws, you agree to the terms and conditions outlined in this return policy.