Refund policy

Return Policy 

Last Updated: July 2026

At CLAWT, we are committed to providing high-quality products and excellent customer service. As our products are personal-use cosmetic items, we maintain strict hygiene standards and have a limited returns policy.

This Return Policy should be read together with your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

1. Change of Mind

We do not offer refunds, exchanges or store credits where you:

  • change your mind;

  • order the incorrect size, shape, style or colour;

  • order the incorrect product;

  • decide you no longer want the product; or

  • make an incorrect purchase.

As our products are cosmetic items intended for personal use, we are unable to accept returns for hygiene reasons unless required by law.

Please carefully review your order before completing your purchase.

2. Personalised & Made-to-Order Products

Products that include personalised artwork, photographs, custom text or other made-to-order features are produced specifically for your order.

Accordingly, we do not accept cancellations, refunds or exchanges for personalised or made-to-order products where you simply change your mind.

However, your rights under the Australian Consumer Law remain unaffected. If a personalised or made-to-order product fails to comply with the consumer guarantees under the ACL, you may be entitled to a repair, replacement or refund.

3. Faulty, Damaged or Incorrect Products

If you believe your product:

  • has arrived damaged;

  • contains a manufacturing defect;

  • is incorrect;

  • is not of acceptable quality;

  • is unfit for its intended purpose; or

  • does not match its description,

please contact us as soon as reasonably practicable after becoming aware of the issue.

Please email hello@clawt.com.au and include:

  • your order number;

  • a description of the issue; and

  • clear photographs of the product and, where applicable, the packaging.

We may request additional information where reasonably necessary to assess your claim.

4. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If your product experiences a major failure, you are entitled to choose either:

  • a refund; or

  • a replacement.

Where a product has a minor failure, we may elect to repair, replace or refund the product within a reasonable time, as permitted by the Australian Consumer Law.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage resulting from a failure to comply with the consumer guarantees.

5. Return Process

Where a return is required, we will provide instructions on how to return the product.

To assist us in processing your claim, we may request:

  • proof of purchase;

  • return of the product where reasonably required;

  • photographs of the product; and

  • where reasonably practicable, return of the product in its original packaging.

Please contact us before returning any products so we can provide the appropriate return instructions.

6. Return Shipping Costs

Where a return relates to:

  • a manufacturing defect;

  • an incorrect item supplied by CLAWT; or

  • another issue for which CLAWT is responsible,

we will bear the reasonable costs of returning the product or otherwise provide an appropriate remedy in accordance with the Australian Consumer Law.

Where a return is not required under the Australian Consumer Law, any associated shipping costs are the responsibility of the customer.

7. Refunds

Approved refunds will be processed using the original payment method used for the purchase.

We aim to process approved refunds within 14 business days of approval. The time required for funds to appear in your account will depend on your payment provider or financial institution.

Delivery charges are generally non-refundable except where required under the Australian Consumer Law.

8. Hygiene Requirements

For hygiene reasons, products that have been worn, used, altered, damaged after delivery or are otherwise unsuitable for resale cannot be returned unless required by the Australian Consumer Law.

9. Contact Us

If you have any questions regarding this Return Policy or your order, please contact our Customer Care Team.

CLAWT

Email: hello@clawt.com.au

We are happy to assist you before placing your order if you require help selecting the correct size, shape or product.

This Return Policy forms part of the CLAWT Terms & Conditions of Sale and should be read together with our Privacy Policy and Website Terms of Use.