Refund policy

Returns & Refunds

We understand that purchasing a Pawmoir is an emotional decision, and we want you to feel completely confident. Please read the following carefully before placing your order.

Custom & Personalised Orders

The keepsake ships empty. After delivery, the buyer may place a small amount of their pet's fur inside at home. Pawmoir does not receive, handle, store, match, return or insert customer fur. Because each Pawmoir keychain is handmade to order and personalised, all orders are final sale once production has begun. This applies to all personalised and custom items.

Under Australian Consumer Law, custom-made goods are generally excluded from change-of-mind returns. We comply fully with the Australian Consumer Law (ACL).

Change of Mind (Before Production)

If you change your mind before production begins, please contact us within 48 hours of placing your order at pawmoir@gmail.com. We will issue a full refund to your original payment method within 5–7 business days.

Damaged or Defective Items

If your Pawmoir arrives damaged or with a manufacturing defect, you are entitled to a remedy under the Australian Consumer Law. Please contact us within 7 days of receiving your order with:

• Your order number
• A clear photo of the damage or defect
• A brief description of the issue

We will assess your claim and offer a repair, replacement, or refund as appropriate.

Lost in Transit

If your order is lost in transit, please contact us and we will work with the carrier to locate it or arrange a replacement at no additional cost.

How to Contact Us

Email: pawmoir@gmail.com
Response time: within 1–2 business days (Mon–Fri, AEST)