Refund policy

REFUND, RETURN AND CANCELLATION POLICY

Last updated: 28 June 2026

At Pawrello, every product is created specifically for you using the photographs, names, messages, sizes, colours and other personalisation details you provide.

Because our products are personalised and made to order, they cannot generally be resold. For this reason, we do not accept returns, exchanges or cancellations for change of mind once production has begun.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

PERSONALISED AND CUSTOM-MADE PRODUCTS

All Pawrello products are custom-made or produced specifically for each customer.

We do not accept returns, exchanges or refunds because:

• you changed your mind;
• you no longer want the product;
• you selected the wrong product, size, colour or quantity;
• you provided an incorrect name, date, message, telephone number or other personalisation detail;
• you uploaded the wrong photograph;
• you approved a design containing an error;
• you found a similar product at a lower price elsewhere;
• the product was purchased as a gift and is no longer required;
• you do not like a reasonable artistic or design variation;
• the product does not fit because an incorrect size was selected; or
• delivery took longer than expected due to an estimated timeframe, provided your rights under applicable law are not affected.

Please carefully check all photographs, spelling, sizing, colours, addresses and personalisation details before submitting your order.

ORDER CHANGES AND CANCELLATIONS

Personalised orders may enter artwork preparation or production shortly after they are placed.

To request a change or cancellation, contact us immediately at:

support@pawrello.com.au

We will make reasonable efforts to assist, but we cannot guarantee that a change or cancellation will be possible.

An order generally cannot be changed or cancelled after:

• artwork preparation has begun;
• a design proof has been approved;
• a production file has been created;
• the order has been submitted to a printing or fulfilment partner;
• printing, engraving or manufacturing has begun; or
• the order has been dispatched.

If we can stop the order before production begins, we may approve the requested change or cancellation.

Where artwork, administration or production work has already begun, reasonable costs already incurred may be deducted from any refund where permitted by law and disclosed to you.

This section does not limit your rights where the product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

DESIGN PROOFS AND CUSTOMER APPROVAL

Some products may include a digital design proof before production. Other products may proceed directly to production, as stated on the product page or during checkout.

Where a design proof is provided, you are responsible for checking:

• the photograph used;
• spelling;
• names;
• dates;
• messages;
• layout;
• colours;
• cropping;
• product selection;
• size; and
• all other personalisation details.

Once you approve a design proof, you confirm that the personalisation details and design are correct and ready for production.

We do not provide a refund, replacement or free reprint for an error that appeared in the proof and was approved by you, unless the final product is materially different from the approved proof or the error was caused by Pawrello or our production provider.

A digital proof is an on-screen representation. Minor differences may occur between the proof and the finished product because of screen settings, printing methods, materials, fabric texture, engraving methods, product shape or manufacturing tolerances.

CUSTOMER-SUPPLIED PHOTOGRAPHS AND INFORMATION

The quality of a personalised product depends partly on the photograph and information supplied by the customer.

Customers are responsible for providing photographs that are:

• clear;
• in focus;
• sufficiently high resolution;
• well lit;
• not heavily filtered;
• not obstructed around the main subject; and
• suitable for the selected product.

We may contact you if we identify a significant image-quality problem before production. However, we may not identify every limitation in a customer-supplied photograph.

We do not provide a refund or replacement where the finished product accurately reflects:

• a low-resolution photograph;
• a blurry or dark photograph;
• an image containing heavy filters;
• an image with part of the subject cut off;
• incorrect information supplied by the customer; or
• personalisation details approved by the customer.

This does not apply where Pawrello or our production provider caused or contributed to the problem.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• the product arrived damaged;
• the product is defective;
• you received the wrong product;
• the product contains a production or printing error;
• the personalisation does not match the details submitted or approved;
• the product is materially different from its description or approved proof;
• part of the order is missing; or
• the product otherwise fails to meet an applicable consumer guarantee.

Contact us at:

support@pawrello.com.au

Please include:

• your full name;
• your order number;
• a clear description of the issue;
• clear photographs of the product;
• a photograph of the packaging where relevant; and
• any other information reasonably required to assess the issue.

We may need to inspect or assess the product before providing a remedy.

Do not return a product without contacting us first. Products returned without prior instructions may not be received or may be sent to the wrong facility.

Do not send a return directly to the printing company, fulfilment provider or address shown on the parcel unless Pawrello instructs you to do so.

AUSTRALIAN CONSUMER LAW

Our products 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 a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

Depending on the circumstances and the seriousness of the problem, an appropriate remedy may include:

• correction of the artwork;
• repair;
• replacement;
• reprint;
• partial refund;
• full refund; or
• compensation where required by law.

For a major failure, you may be entitled to choose between a refund and replacement.

For a minor failure, we may choose to provide an appropriate remedy, such as a repair, correction or replacement, within a reasonable time.

We will not require you to deal directly with our printing company, manufacturer or fulfilment provider where Pawrello is responsible for providing the remedy under Australian law.

WHEN A REMEDY MAY NOT BE AVAILABLE

A refund, replacement or reprint may not be available where the problem was caused by:

• changing your mind;
• selecting the wrong product, size, colour or quantity;
• providing an incorrect delivery address;
• providing incorrect personalisation information;
• approving an incorrect design proof;
• uploading an unsuitable or low-quality photograph;
• misuse of the product;
• accidental damage after delivery;
• failure to follow care or washing instructions;
• normal wear and tear;
• damage caused by a pet;
• unauthorised alteration of the product; or
• a problem that was clearly disclosed before purchase.

This does not apply where Pawrello or our service provider caused or contributed to the problem or where a remedy is otherwise required by law.

REASONABLE DESIGN AND COLOUR VARIATIONS

Personalised products may have minor variations because of:

• different computer or mobile-device screens;
• screen brightness and colour settings;
• printing and engraving methods;
• fabric, wood, metal or other material variations;
• product size and shape;
• image cropping;
• positioning;
• colour conversion;
• manufacturing tolerances; and
• artistic interpretation.

These minor and reasonable variations are not normally considered defects.

However, contact us if the finished product is substantially different from the product description, the personalisation submitted or an approved design proof.

RETURN SHIPPING

Please do not return an item unless we have provided return instructions.

In some cases, we may be able to assess the problem using photographs and may not require the product to be returned.

Where a return is required because a product is faulty, damaged, incorrect or otherwise fails to comply with an applicable consumer guarantee, Pawrello will arrange or reimburse reasonable return shipping costs where required by law.

If an item is returned and is found not to have a defect or production error, you may be responsible for reasonable return or redelivery costs where permitted by law.

The return location may differ from the sender’s address shown on the original parcel because our products are produced by different print-on-demand and fulfilment providers.

LOST OR MISSING ORDERS

If your tracking information shows that your order has been delivered but you cannot locate it, please:

• check around the delivery location;
• check with other members of your household;
• check with neighbours or building management where appropriate; and
• contact the delivery provider where possible.

You should then contact us at support@Pawrello.com.au so we can review the delivery information and, where appropriate, request an investigation.

If an order is confirmed lost during delivery, we will provide an appropriate remedy in accordance with applicable law.

We may not be responsible for a failed delivery caused by an incorrect or incomplete address provided by the customer. Where possible, we will assist with redelivery, but additional production or delivery charges may apply.

SALE ITEMS AND DISCOUNTED PRODUCTS

Personalised sale items and discounted products are not eligible for change-of-mind returns or exchanges.

However, sale or discounted products remain covered by the Australian Consumer Law. You may still be entitled to a remedy if the product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

GIFT CARDS

Gift cards cannot be returned or exchanged for cash except where required by law.

Any remaining gift-card balance must be used in accordance with the terms displayed when the gift card was purchased.

EXCHANGES

Because all Pawrello products are personalised and made to order, we do not offer exchanges for change of mind, incorrect sizing, incorrect colour selection or incorrect personalisation submitted or approved by the customer.

Where a product is faulty, damaged or incorrectly supplied, we may provide a replacement or another remedy as required by the Australian Consumer Law.

REFUNDS

If a refund is approved, it will generally be issued to the original payment method.

We will notify you when the refund has been processed.

Please allow up to 10 business days after processing for the refund to appear, depending on your bank or payment provider.

Original shipping charges may be refunded where required by the Australian Consumer Law.

We are not responsible for delays caused by your bank, card issuer or payment provider after the refund has been processed.

If more than 15 business days have passed since we confirmed that your refund was processed, contact us at: support@pawrello.com.au

CONTACT US

For questions about cancellations, damaged products, replacements, refunds or this policy, contact:

Pawrello Customer Support
Email: support@pawrello.com.au