Refund policy

Last updated: 13 September 2026

We want you and your cat to feel good about trying EarthPaws. If something is not right, email meow@earthpaws.com and we will help.

30-day first-order money-back guarantee

Try Purr..fect at home. If you are not happy with your first litter order, contact us within 30 days of receiving it and request a full refund of the amount you paid for that litter order. Tell us your order number, or provide another reasonable proof of purchase, and let us know what did not work for you.

The trial includes an opened bag: you can use the litter before deciding. It applies to your first litter order, including a discounted or multi-bag first order, and not to subsequent repeat orders. You do not need to send used litter back. Contact us before posting any items so we can give you appropriate instructions.

This is a voluntary satisfaction guarantee, not a time limit on your rights if a product is faulty or otherwise fails a consumer guarantee.

Faulty, damaged, incorrect or unsuitable goods under consumer law

Australian Consumer Law provides remedies when goods fail applicable consumer guarantees. For a major failure, you can choose a refund or replacement. For a failure that is not major, we may provide an appropriate remedy within a reasonable time. Other remedies, including compensation for reasonably foreseeable loss, may be available under the law.

Contact us with a description of the issue and reasonable proof of purchase. Photos can help where practical. Please report damage or incorrect items promptly, but a delay in reporting does not automatically remove your legal rights. Original packaging and an unopened bag are not requirements for a valid consumer-guarantee claim.

If an item needs to be returned for a confirmed consumer-guarantee problem, we will cover reasonable return costs. Email us first to arrange a suitable return method. Sale prices and bundle discounts do not remove consumer guarantees.

Other returns and change of mind

For a change of mind outside the first-order trial, contact us within 30 days of delivery before sending anything. Keep bags unopened, unused and in their original packaging while we confirm whether a voluntary return can be accepted and explain any return-postage arrangements. We will tell you any applicable costs before you agree to proceed. This section does not apply to consumer-guarantee claims.

Refund amounts and timing

Refunds go back to the original payment method where possible. We aim to issue an approved refund within 10 business days; your bank or payment provider may take additional time to show it. Contact us if it has not appeared within 15 business days of approval.

Refunds reflect the amount actually paid, including any discounts. A full eligible first-order refund includes the entire litter purchase price paid. For a partial return, we will explain the amount attributable to the returned items before processing it. We do not deduct the cost of the original free delivery from an eligible full first-order refund.

How to start

1. Email meow@earthpaws.com with your order number or other proof of purchase.
2. Tell us whether you are claiming the first-order guarantee, reporting a product issue or asking about another return.
3. Wait for our instructions before posting anything. Do not send used litter or cat waste.

EARTHPAWS PTY LTD (trading as EarthPaws)
ABN 88 698 275 786
50/64 Willow Avenue, Springvale, VIC 3174, Australia
Email: meow@earthpaws.com

Our business address is not automatically a return address. These terms do not exclude or restrict rights that cannot be excluded by law.