Refund policy

At PawLife, we want you and your pet to have a positive experience with our products. If you need assistance with an order, our team is always here to help and will work with you to find the most appropriate resolution.

30-Day Returns

We accept returns of unused and unopened products within 30 days of the delivery date, subject to the conditions below.

The 30-day return period begins on the date your order is shown as delivered according to the carrier's tracking information.

Please contact us before sending any product back. Returns sent without prior approval may not be accepted.

Return Eligibility

To qualify for a return, the product must:

  • Be unused and unopened;
  • Remain sealed in its original packaging;
  • Include all original labels, seals, and protective materials where applicable;
  • Be in the same condition in which it was received; and
  • Be accompanied by valid proof of purchase, such as your order confirmation email.

You do not need to provide a specific reason for an eligible unused and unopened return.

Once a product has been opened, used, worn, or applied to a pet, it is generally not eligible for a return because pet-used products may not be suitable for return to inventory or resale.

This policy does not affect any consumer rights or remedies that cannot legally be excluded or limited.

How to Request a Return or Refund

To request a return, refund, or assistance with an order, please contact us through our Contact page:

https://getpawlife.com/pages/contact

Please include:

  • Your order number;
  • The name used when placing the order;
  • The reason for your request; and
  • Photographs or other supporting information where applicable.

Our team will review your request and, where applicable, provide the appropriate return instructions and return address.

Please do not send products to an address listed on this website unless our team has specifically instructed you to do so.

Returns sent without prior approval may be refused.

Return Shipping and Other Fees

For approved returns, the customer is responsible for all costs associated with returning the product to PawLife.

This includes, where applicable:

  • Return shipping or postage;
  • International shipping charges;
  • Customs duties;
  • Import taxes;
  • Tariffs;
  • Brokerage or clearance fees;
  • Carrier handling fees; and
  • Any other charges incurred in connection with returning the product.

PawLife does not provide prepaid return labels unless otherwise agreed.

Any shipping, customs, duties, taxes, or other charges paid by the customer in connection with the original delivery are generally non-refundable.

We strongly recommend using a reliable shipping service with tracking and retaining your tracking information until your return has been fully processed.

PawLife is not responsible for products lost or damaged while being returned when the customer has arranged the return shipment.

If a returned package is refused, abandoned, returned to the sender, or otherwise fails to reach PawLife because applicable shipping, customs, duties, taxes, or other charges were not paid, the return may not be processed.

Restocking Fee

A $10 USD restocking fee will be deducted from approved returns of unused and unopened products.

This fee is intended to cover return processing and handling and does not apply where prohibited or otherwise required by applicable law.

Refunds

Once an approved return is received and inspected, the applicable refund will generally be processed within 5–10 business days.

For eligible returns:

  • The product purchase price will be refunded to the original payment method;
  • The $10 USD restocking fee will be deducted from the refund; and
  • Original shipping charges, customs duties, import taxes, tariffs, brokerage fees, and other non-product charges are generally non-refundable, except where otherwise required by applicable law.

Once PawLife has issued a refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

Store Credit

Where appropriate, PawLife may offer store credit as an alternative to a refund.

Store credit may be offered for eligible returns, customer-service resolutions, or other situations at PawLife's discretion.

Any store credit issued by PawLife:

  • Is valid for 60 days from the date it is issued;
  • May only be used toward purchases made through the PawLife website;
  • Is non-transferable and cannot be exchanged for cash, except where required by applicable law; and
  • Cannot be combined with other forms of payment unless otherwise permitted at checkout.

If store credit is accepted as a resolution, the applicable amount and expiration date will be communicated to you before the credit is issued.

Once the 60-day validity period has expired, unused store credit will generally become void.

Where applicable law requires a monetary refund or other remedy, nothing in this section limits those rights.

Product Effectiveness and Individual Results

PawLife products are designed to provide a gradual, natural repellent support system. Individual results may vary.

The effectiveness of a flea and tick repellent product can depend on a variety of factors, including:

  • Environmental flea and tick pressure;
  • Geographic location;
  • Coat type;
  • The pet's environment;
  • Exposure to fleas or ticks;
  • Consistent full-time wear as directed; and
  • Other individual circumstances.

In areas with elevated flea or tick activity, no non-prescription or natural barrier solution can guarantee complete prevention on its own.

For these reasons, a product that does not produce the expected level of results for an individual pet is not necessarily considered defective.

Because opened or used pet-worn products generally cannot be safely returned to inventory or resold, dissatisfaction with individual results is not eligible for a return.

Opened or Used Products

For health, hygiene, and product-integrity reasons, PawLife generally cannot accept opened or used products as returns.

If you have opened or used a product and have a concern regarding its condition, performance, suitability, or your pet's experience, please contact us so that we can review the circumstances.

While a return may not be available for an opened or used product, PawLife may, at its discretion, offer an alternative resolution where appropriate.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, materially different from the product description, or you receive the wrong product, please contact us promptly so that we can investigate the issue.

We may ask you to provide photographs, videos, packaging information, or other details that reasonably help us assess the issue.

Depending on the circumstances, we may provide an appropriate resolution, which may include:

  • A replacement product;
  • A full refund;
  • A partial refund;
  • Store credit; or
  • Another appropriate remedy.

Any resolution will be determined based on the circumstances of the individual case and applicable law.

Nothing in this policy limits any rights or remedies available under applicable consumer or product laws.

Product Reactions or Pet Safety Concerns

If your pet experiences an unexpected reaction or you have concerns about using a PawLife product, discontinue use where appropriate and consult a qualified veterinarian.

Please contact us regarding your order so that we can document the issue and determine whether an appropriate resolution is available.

Always read and follow the product label, packaging, and usage instructions before use.

If you have concerns about whether a product is suitable for your pet, consult a qualified veterinarian before continued use.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipment.

Once an order has entered processing, fulfillment, or shipment, cancellation may no longer be possible.

If an order has already shipped, the applicable return provisions above will apply.

Subscription Orders

Refunds and cancellations relating to subscription orders are subject to this policy and the subscription terms displayed and agreed to at checkout.

You may cancel your subscription at any time using the cancellation method provided by PawLife, including through your account where available or by contacting us.

Cancelling a subscription prevents future recurring orders from being processed after the cancellation takes effect.

Cancellation does not automatically cancel or refund a subscription order that has already been processed, fulfilled, or shipped.

If a recurring order has already been processed, any refund or other resolution will be handled in accordance with this policy and applicable law.

Policy Abuse and Fraudulent Claims

PawLife reserves the right to investigate claims involving suspected fraud, abuse, false information, repeated unreasonable refund requests, fraudulent payment activity, or other misuse of this policy.

We may request reasonable information or documentation when necessary to investigate a claim.

Nothing in this section limits any consumer rights or remedies that cannot legally be excluded or limited.

Questions or Additional Information

If you have questions about a return, refund, product issue, subscription, or your order, please contact us at contact@getpawlife.com