Refund policy

60-Day Money-Back Guarantee

At Keptpaw, we want you to love your keepsake. If you're not completely satisfied, you can return your item within 60 days of delivery for a refund or replacement.

Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits your rights under the ACL.

How to start a return
Email us at support@keptpaw.store with your order number and the reason for your return. We'll reply within 48 hours with instructions.

Conditions
- Items must be unused and in their original condition and packaging (except where the item is faulty or not as described).
- For change-of-mind returns, the customer is responsible for return shipping costs.
- For faulty, damaged, or incorrect items, we cover all costs and send a replacement or full refund — just email us a photo so we can sort it out fast.

Non-returnable items
- Digital products (free eBooks/guides) are non-refundable once delivered, as they are sent instantly by email.
- A clay paw print kit that has already been opened and used cannot be returned for change of mind (but is fully covered if it arrived faulty or damaged).

Refunds
Once we receive and inspect your return (or your photo proof for a faulty item), we'll process your refund to your original payment method within 5–10 business days. Depending on your bank, it may take a few extra days to appear.

Damaged or lost in transit
If your order arrives damaged or doesn't arrive, contact us within 30 days of the expected delivery date and we'll replace it or refund you.