Refund policy

Return Policy

At Aero Paws, we want you to feel complete confidence in the ergonomic fit, structural strength, and travel comfort of our pet mobility gear. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to strict veterinary biosecurity standards, animal allergen containment, and pet hygiene regulations, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Sanitary Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following hygiene and condition criteria:

  • The pet carrier, travel crate, harness, or leash must be completely unused outdoors, unsoiled, and in its original, brand-new condition.
  • Sizing & Fitting Hygiene Notice: Harnesses and carriers may be evaluated for physical dimensions alongside your pet. We strictly cannot accept carriers or harnesses that have been occupied by an animal inside a vehicle or outdoors (which immediately introduces pet hair, dried saliva, claw scratch marks on mesh windows, or pet dander into breathable textiles).
  • Composite frames, carbon-fiber rods, and aluminum alloy buckles must show zero impact dings, teeth marks, or gravel abrasions.
  • Interior plush fleece liners and washable base mats must be 100% hair-free, odor-free, and stain-free.
  • All original packaging, branded dust bags, product care tags (firmly attached), removable shoulder straps, and instruction booklets must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of outdoor trail use, pet hair contamination, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because structural pet carriers and crates are volumetric parcels, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Aero Paws cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@aeropaws.site within 30 days of delivery. Please include your order number, product model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a harness size, carrier color, or delivery address), contact us immediately at support@aeropaws.site.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our quality control inspectors will examine each item under bright lighting to verify compliance with our return conditions (100% hair-free liners, spotless scratch-free mesh, unchewed webbing, untampered buckles, and complete original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@aeropaws.site for further assistance.