Refund policy

Still Paws' Commitment to Your Satisfaction

At Still Paws Co, we're committed to providing products that help puppies and dogs find the right spot, so you can enjoy cleaner, drier floors and less stress at home. We believe in our pads, and we recommend using them for at least 14 days before considering a return. Every puppy learns at their own pace, and many need a few days to settle into a new routine. If you're not satisfied with your purchase for any reason after 14 days and within our 30-day money-back guarantee, please contact us at support@stillpawsco.com.

Your Rights Under 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. Nothing in this policy limits or excludes those rights. Our 30-day money-back guarantee is offered in addition to them.

Cancellation Policy

Any changes or cancellations to an order must be made within 24 hours of placing it. After this time, your order may already be in processing and we may not be able to make changes. If you cancel within 24 hours, we'll process your refund within 7 business days.

30-Day Money-Back Guarantee

We're confident Still Paws works, and we encourage you to try it for at least 14 days so you and your puppy can experience the full benefits. If you're still unhappy after 14 days, you can return your items within 30 days of delivery under our money-back guarantee. Please wash and dry any used pads before sending them back. Shipping fees (if applicable) are not refundable.

To start a return, contact our support team using the form on our Contact Us page, or email us directly at support@stillpawsco.com. To help us process your return quickly, please include your order number, or the name and email address used to place the order.

Damaged or Faulty Items

We take great care in packaging our products to prevent damage during shipping. We consider an item damaged if it has a defect or is physically damaged. Damage to packaging only (such as a dented box) where the product itself is in good condition is not considered a damaged item.

If your item arrives damaged or faulty, please let us know as soon as possible, ideally within 72 hours of delivery, so we can sort it out quickly. Email us at support@stillpawsco.com with your order number and a clear photo of the damage, and we'll arrange a replacement or refund at no cost to you. Our money-back guarantee does not cover damage caused by misuse, or normal wear and tear from regular use and washing. This does not affect your rights under the Australian Consumer Law.

Shipping and Delivery

We work hard to get your order to you on time. Occasionally, delays can happen for reasons outside our control, such as courier delays, weather or high demand. If your order hasn't arrived within the estimated timeframe, or tracking shows it may be lost or damaged in transit, please contact us at support@stillpawsco.com and we'll work with the courier to resolve it for you.

Incorrect Shipping Address

Please double-check your shipping address at checkout. If the address provided is incorrect and you don't notify us within 24 hours of placing your order, we may not be able to redirect your order, and a free resend or refund may not be available.

Changes To This Policy

We may update this Return & Refund Policy from time to time. The version published on our website at the time of your purchase applies to your order.

Contact Us

If you have any questions about this policy, please email us at support@stillpawsco.com.