Refund policy

1. Our 30-day first-order promise

Try your first order for 30 days. If you are not satisfied, contact us through thepawshealth.com/pages/contact within 30 days of delivery and we will refund your first order. Your first subscription shipment is included. The trial starts when your order arrives, not when you place a preorder. No product return or return shipping is required for this first-order promise. It applies to your first order placed directly through thepawshealth.com, including a first-order bundle.

2. Subscription renewals and repeat orders

The first-order promise does not apply to later subscription shipments or repeat purchases. For those orders, contact us within 30 days of delivery to request a return of unopened items in their original packaging. Please obtain our return instructions before sending anything back. For a change-of-mind return, you pay the return shipping and any original shipping charge is not refunded. These conditions do not apply to damaged, incorrect or otherwise faulty products, or limit your legal rights.

3. Preorder cancellations and delays

You can cancel an unshipped preorder for a full refund, including any shipping charge. If we cannot meet the delivery window stated when you ordered, we will contact you with the option to agree to a delay or cancel for a full refund. See our Shipping Policy for details. The 30-day first-order trial has not started while you are waiting for delivery.

4. Cancelling a subscription

You can pause or cancel future renewals through your subscription account or contact us for help. Cancel before your next billing date to avoid the next charge. Cancellation stops future renewals; it does not automatically refund a charge that has already been processed. If a charged order has not shipped, contact us to request cancellation. Your refund rights under this policy and applicable law still apply.

5. Damaged, defective or incorrect items

Contact us as soon as you notice an issue and include your order number and, where possible, photos of the item and packaging. Do not use a damaged or suspect product. We will arrange a replacement or refund as appropriate, without charging you return shipping for our error or a faulty product. Please keep the item until we confirm whether a return is needed.

6. Missing packages

If your order has not arrived, or tracking says delivered but you cannot find it, contact us so we can investigate with the carrier. We will arrange a replacement or refund for confirmed loss in transit. We will review delivery disputes based on the available information; a tracking status alone does not remove your rights under applicable law.

7. How to request a refund or return

Use the contact form at thepawshealth.com/pages/contact with your order number, the email used at checkout and the reason for your request. For an eligible return, we will give you the correct return address and instructions. Do not send products to our registered business address or the address on a shipping label unless we have told you to do so.

8. Refund processing

Refunds are made to the original payment method. For eligible product returns, we process the refund after the returned items are received and checked. For first-order promise refunds, no return is required. We aim to issue approved satisfaction and change-of-mind refunds within 7 business days; your bank or payment provider may take additional time to show the credit. Preorder cancellation and delay refunds are issued promptly within any deadline required by applicable law. We do not charge a restocking fee.

9. Your rights and contact

Nothing in this policy limits rights you have under applicable law. For help with a return, refund or cancellation, contact us at thepawshealth.com/pages/contact.