Refund policy

RETURN & REFUND POLICY

Last updated: June 15, 2026

Thank you for shopping with FreshPaw. We strive to ensure you and your pet are satisfied with every purchase. Please review our policy below regarding returns, refunds, and exchanges.

1. RETURN WINDOW

We offer a 30-day return policy, meaning you have 30 days from the date of delivery to request a return.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must:

  • Be in the same condition that you received it

  • Be unused or only lightly used

  • Be in its original packaging

  • Include proof of purchase (order number or receipt)

3. NON-RETURNABLE ITEMS

Due to hygiene and safety reasons, the following items cannot be returned:

  • Used pet hygiene products (e.g., paw cleaners, grooming tools that have been used extensively)

  • Items damaged due to misuse, improper handling, or normal wear and tear

  • Final sale or clearance items

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photo/video evidence

Once verified, we will:

  • Send a replacement at no additional cost, OR

  • Issue a full refund

You will not be required to return the item in these cases.

5. CUSTOMER-INITIATED RETURNS

If you wish to return an item for personal reasons (e.g., you changed your mind or your pet did not like the product):

  • You are responsible for return shipping costs

  • Original shipping fees are non-refundable

  • A restocking fee of up to 10% may apply

We recommend using a trackable shipping method, as we are not responsible for lost returns.

6. ALTERNATIVE RESOLUTIONS

To provide faster and more convenient service, we may offer:

  • Partial refunds

  • Store credit

  • Replacement products

In many cases, this allows you to avoid return shipping costs.

7. REFUNDS

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time is typically 5–10 business days depending on your bank

8. LATE OR MISSING REFUNDS

If you haven’t received a refund yet:

  • Check your bank account again

  • Contact your credit card company (processing delays are common)

  • Contact your bank

If the issue persists, contact us at the email below.

9. ORDER CANCELLATIONS

Orders can only be canceled within 12 hours of purchase. After this period, orders may already be processed or shipped.

10. CONTACT INFORMATION

For any return or refund inquiries, please contact us:

Email: store.freshpaw@gmail.com

Please include your order number and a detailed description of your issue to ensure faster support.

11. POLICY UPDATES

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date.

Thank you for choosing FreshPaw.