RETURN POLICY
At Paw Guardian, customer satisfaction is our top priority.
That’s why we offer a 90-day “Satisfaction Guaranteed or Your Money Back” policy from the date of delivery, under the conditions outlined below.
You Are Eligible for a Refund If:
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The product has not been opened — meaning the original plastic seal around the bottle is fully intact
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The product is returned in its original packaging, with all accessories and in perfect condition
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The return request is made within 90 days of delivery (as confirmed by the shipping carrier)
We do not accept returns or refunds for products that have been opened, even if only the outer plastic seal has been removed.
Return Authorization Required
All returns must be authorized in advance. Returns sent without prior approval may be rejected and not eligible for a refund.
How to Initiate a Return:
Please contact our customer support team via our contact form or directly at hello@paw-guardian.com to submit your return request.
Once your request is approved, we will provide you with the return instructions and the return address.
Return shipping costs are the responsibility of the customer, unless the return is due to our error or a product defect.
Refund Method and Processing Time:
Once the product(s) are received, inspected, and approved by our team, a refund will be issued to your original payment method within 2 to 7 business days.
Please note: depending on your bank, it may take an additional 1 to 5 business days for the transaction to appear on your statement.
Order Changes After Shipment:
Once your order has been shipped, no changes or corrections can be made, as it is already in the logistics process.
Refunds or returns due to customer error (wrong item, wrong address, etc.) are not accepted, unless the issue was reported before the order was shipped.
Damaged Products During Delivery:
If your package appears to be damaged upon delivery, we recommend refusing the parcel.
It will automatically be returned to us, and a full refund will be issued upon receipt.
If you accept a damaged package, a claim must be submitted within 3 calendar days of delivery and must include the following documentation:
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Photo of the outer packaging
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Photo of the opened box showing internal protection
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Photo of the shipping label
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Photo(s) of the damage(s)
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Photo of the product list
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Photo of the packing slip
We will then file a claim with the shipping carrier. The carrier has 20 days to process the claim. After this period, a full refund will be issued via the original payment method.
Returned Packages (Undeliverable):
If a parcel is returned to us by the carrier due to an incorrect or incomplete address, a refund will be issued once the item is received at our warehouse.
Customers are responsible for re-shipping costs if redelivery is requested.
Final Sale Items:
Only regularly priced items are eligible for refunds. Discounted or sale items are considered final sale unless otherwise stated.
For More Information:
Please refer to our Terms of Service and Shipping Policy.