Refund policy

At Pixie Paws Pets, we want your flock and small pets to love their new goodies! We encourage you to reach out to our team at hello@pixiepawspets.com.au if you ever need product advice or sizing help before ordering.

Please review our formal policy details below.

30-Day Window

All return requests, missing item reports, or damage claims must be submitted to us within 30 days of your purchase date. We are unable to offer store credits, exchanges, or refunds after this 30-day period has passed.

Change of Mind & Cancellations

• Refund Exclusion: We do not offer cash or credit card refunds if you simply change your mind, find a cheaper price elsewhere, or order the wrong size.
• Returns for Store Credit: If you change your mind after receiving an item, you may return it within 30 days for a store credit or exchange. Items must be completely unopened, unused, and in their original packaging.
• Shipping Fees: Customers are responsible for all return postage costs. Original shipping fees are non-refundable.
• Order Cancellations: If you request to cancel an order before it has been packed or dispatched, we will issue a store credit or an exchange, no refunds are issued for cancellations. Once a package is shipped, it cannot be cancelled.

Damaged, Defective or Incorrect Items

If your package arrives damaged, is missing parts, or contains an incorrect product, please email hello@pixiepawspets.com.au immediately. To process a replacement, store credit, or a refund, you must provide your order number and clear photographic proof of the issue. Claims submitted without photo evidence or raised outside the 30-day window cannot be accepted.

Parrot Ripper Boxes & Subscriptions Boxes

• No Returns or Refunds: We do not offer returns, refunds, store credits, or exchanges for change of mind on any of our Parrot Ripper Boxes. This strictly includes all recurring subscription boxes as well as our one-off boxes.
• Standard Cancellations: Recurring month-to-month and bi-monthly subscription boxes can be cancelled at any time before your next billing date (processed on the 10th of the month).
• Term Commitments: If you want to cancel a 6- or 12-month commitment early, you will be required to pay the price difference on your discounted first box. Please email us directly to initiate the cancellation, as this is the only way a term commitment can be cancelled.
• Sent Boxes: We do not offer refunds or credits for subscription boxes that have already been dispatched or processed.

Promotional & Discount Codes

Discount codes must be successfully applied at the checkout screen before finalising payment. We are unable to retroactively apply discounts, adjust totals, or issue partial refunds for completed transactions if a code was forgotten.

Quarantine Restrictions (WA & TAS)

Due to strict bi-security regulations, certain raw foraging items or seed blends cannot be shipped to Western Australia or Tasmania. If your order contains a restricted item, we will email you to offer the choice to swap it for a different product. If we do not receive a response within 3 business days, we will automatically refund the restricted item to your original payment method and ship the remainder of your order.