Refund policy
Return & Refund Policy
Last updated: July 26, 2026
At Athena's Luxe Pawstry, every product is handcrafted with love in small batches using high-quality, dog-safe ingredients. As our products are freshly made and perishable, we take great care to ensure they leave us in excellent condition. However, due to the nature of our handmade products, we have specific policies to ensure fairness and safety for all our customers.
Thank you for shopping with us. Below is our return and refund policy, which complies with Australian Consumer Law (ACL).
Before You Order
Please choose carefully before placing your order. All of our products are freshly prepared or made to order, particularly our celebration cakes and customised items. As a result, we are unable to accept returns or offer refunds for change of mind.
Please note: As our products are freshly made and perishable, we cannot accept returns or refunds for change of mind. This does not affect your rights under the Australian Consumer Law.
Returns for Crunch Collection (Dehydrated Products)
For our Crunch Collection (dehydrated treats), we accept returns only if the product is still sealed in its original packaging and within 14 days of the purchase date. To be eligible for a return, you must also provide proof of purchase (e.g., receipt or order confirmation).
To start a return, contact us at admin@athenasluxepawstry.com.au. We will provide you with a return shipping address and instructions. Items sent back to us without first requesting a return will not be accepted.
Once we receive and inspect your return, we will notify you of the approval or rejection. If approved, we will process your refund to the original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.
No Returns for Pawstry Collection (Fresh Products)
Due to the perishable nature of our Pawstry Collection (fresh, baked, or refrigerated products), we do not accept returns, exchanges, or refunds for these items. This policy ensures the safety and quality of our products for all customers.
Change of Mind
Due to the nature of our handmade, perishable food products, we are unable to accept returns, exchanges, or offer refunds for the following reasons:
- Change of mind.
- Incorrect product selection.
- Your dog not liking the product.
- Orders cancelled after production has commenced.
Damaged or Incorrect Orders
If you receive the wrong item or your order arrives damaged due to an error on our part, please contact us within 24 hours of receiving your order at admin@athenasluxepawstry.com.au with the following details:
- Your order number.
- A description of the issue.
- Clear photos of the product and packaging.
We will assess the issue promptly and, where appropriate, offer a replacement, store credit, or refund.
Quality Guarantee
We stand behind the quality of every product we create. If you believe your order is faulty, unsafe, or does not meet our quality standards, please contact us within 24 hours of receiving it at admin@athenasluxepawstry.com.au. We may request photographs and additional information so we can investigate and resolve the issue as quickly as possible.
Storage Responsibility
Our fresh products must be refrigerated or frozen according to the storage instructions provided.
Once your order has been collected, delivered, or left in a safe place as requested, Athena's Luxe Pawstry cannot accept responsibility for products that have been:
- Left unrefrigerated.
- Improperly stored.
- Mishandled after collection or delivery.
- Damaged after they have left our care.
Custom Orders
Custom cakes, celebration products, and personalised orders are made specifically for your dog and cannot be returned or refunded unless they are faulty or supplied incorrectly.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible under the Crunch Collection policy) and, once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at admin@athenasluxepawstry.com.au.
Cancellation Policy
Last updated: 26 July 2026
At Athena's Luxe Pawstry, every order is handcrafted with love and care. As many of our products are freshly made to order, we begin preparing your order shortly after it is placed. Please read our Cancellation Policy before placing your order.
Celebration Cakes & Custom Cake Orders
Our celebration cakes and custom cakes are made specifically for your furbaby and require advance planning, preparation and ingredients.
- If you cancel your cake order at least five (5) days before your scheduled collection or delivery date, 50% of your payment will be refunded.
- If you cancel your cake order less than five (5) days before the scheduled collection or delivery date, no refund will be provided, as ingredients will have been purchased and preparation will have commenced.
- If preparation has already begun, the order cannot be cancelled or refunded.
Please ensure all personalised details, including names, dates, flavours and decorations, are correct before confirming your order.
Pawstry Collection (Fresh Products)
Our Pawstry Collection, including fresh treats such as Cheese Mousses, Quiches, Tarts and other freshly prepared products, is made to order using fresh ingredients.
Once payment has been made, orders cannot be cancelled, changed or refunded due to the perishable nature of our products and because preparation begins shortly after your order is confirmed.
Crunch Collection (Dehydrated Products)
Our Crunch Collection (dehydrated treats) is carefully prepared and packed to order.
Once payment has been made, orders cannot be cancelled, changed or refunded.
If your order has already been placed and paid for, we are unable to cancel it or provide a refund for change of mind.
These conditions do not affect your rights under the Australian Consumer Law.
Orders Cancelled by Athena's Luxe Pawstry
If we are unable to fulfill your order due to unforeseen circumstances, product availability or events beyond our control, we will notify you as soon as possible.
You will be offered either:
- A full refund; or
- An alternative product or solution, if agreed by you.
Australian Consumer Law
Nothing in this Cancellation Policy excludes, restricts or limits your rights under the Australian Consumer Law.
Where required by law, customers remain entitled to remedies for products that fail to meet the consumer guarantees.
Contact Us
If you need to request a cancellation or have any questions regarding your order, please contact us as soon as possible.
Athena's Luxe Pawstry
📧 Email: admin@athenasluxepawstry.com
Thank you for supporting Athena's Luxe Pawstry. Every order is handcrafted with love, care and attention because we believe every furbaby deserves something truly special.
Australian Consumer Law
Our policy complies with the Australian Consumer Law.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund where required by law.