Refund policy
Last updated: 11 November 2026
There are two separate parts to this policy:
- Something wrong with your order? Your rights under the Australian Consumer Law. These always apply, they have no 30-day limit, and they cost you nothing.
- Changed your mind? Our own 30-day change-of-mind guarantee. This is extra, on top of your rights.
To start either one, email us at support@pawsiesta.com with your order number. We reply within one business day.
1. Something wrong with your order?
Your rights under the Australian Consumer Law
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.
What this means in practice
- Your ChillPad is faulty, arrived damaged, is very different from its description, or you received the wrong item. Email us with your order number and tell us what is wrong. A photo helps us understand the problem quickly.
- A major problem: you choose between a full refund and a replacement. A full refund means the whole price you paid. We never take anything off for the time you used the mat.
- A smaller problem: we put it right with a replacement or a repair. If we can't do that within a reasonable time, you can choose a refund or a replacement instead.
- It costs you nothing. You don't pay for shipping or for a replacement. In most cases nothing needs to come back. If we do ask you to send something back, we pay the return shipping, or we pay back your reasonable return costs.
- No 30-day limit. These rights don't end after 30 days and they don't depend on our change-of-mind guarantee.
- We handle it ourselves. We never send you to the maker or to anyone else to sort out a problem with your order.
- Sale items have exactly the same rights.
2. Changed your mind? Our 30-day change-of-mind guarantee
This guarantee is extra to your rights under the Australian Consumer Law. It only covers changing your mind. It never limits what you are entitled to if something is wrong with your order (see part 1).
30 days. If you change your mind, for any reason, let us know within 30 days of delivery and you can send the mat back for your money back. That includes when your dog or cat simply doesn't take to the mat.
How it works. Email us at support@pawsiesta.com with your order number. We reply within one business day with the next steps and the return address. Please don't send anything back before you hear from us. Send the parcel with a tracked service and keep the receipt. A change-of-mind return can take up to a month.
Who pays the return shipping. Our fulfilment centre, and so the return address, is overseas, outside Australia. For a change-of-mind return, the return shipping is at your own cost, and it can be expensive. We're a small team: we cover shipping to you on every order, but we can't cover change-of-mind return shipping yet. If that is a problem, email us and we look for a solution together. This only applies to changing your mind. If something is wrong with your order, you never pay (see part 1).
Condition. Please send the mat back unused and clean. If a mat comes back used, washed, damaged, or with pet hair or chew marks, we may refund only part of the price, depending on its condition. This only applies to change-of-mind returns, never to a mat that is faulty, arrived damaged or was the wrong item.
Keeping the mat instead. Sometimes we offer you a partial refund so you can keep the mat instead of sending it back. That is always your choice. You can say no and return it as described above.
Your money back. Once the mat has arrived at our overseas fulfilment centre and been checked, we refund you within 5 business days, to the payment method you used. Your bank or card can take a few more days to show it. Shipping to you was free, so there is nothing to take off for it, and we don't charge any restocking or processing fee.
Wrong size? If the size you chose doesn't fit your pet, email us and we send you the size you need free of charge. You keep the mat you have: this is our way of making it right, so the exchange is final, and neither mat can be returned for a change of mind afterwards. One exchange per order, for one mat. This does not affect your rights under the Australian Consumer Law if a mat is faulty or arrives damaged.
Sale items. Returnable like everything else. A lower price is not a reason to treat a return differently.
Questions. Email us at support@pawsiesta.com. We reply within one business day.