Pure Paw Return & Exchange Policy

Order Changes & Cancellations

• To request a change or cancellation, email support@purepawlabs.com as soon as possible. Please include any changes in the first email you send.
• Since we ship orders the same day, we can’t guarantee that we can modify or cancel your order. In these cases, you’ll need to return the item before we process a refund or replacement.
  

Returns & Refunds

We want you to give our products a fair try, but if you need to return them, here’s what you need to know:

• If you tried the product but didn't see any results after 60 days of trying consistently, you're still eligible for a refund.
• We will only refund one (1) used bag. You may be able to return the unopened bags for a refund. They must be in new, unused, unopened, and in resellable condition.
• The 60-day guarantee applies only if no subsequent order has been placed.
• We’ll just ask for some brief documentation or photos as proof of consistent use, so we can understand what happened and improve our formulas.
• Returns must be made within 60 days of delivery.
• Your 1st purchase is eligible for returns since you may be trying out the product but repeat purchases are NOT eligible for returns if they have been opened.
  
• Items must be in their original packaging with all contents included.
• Customers are responsible for return shipping.
• A return authorization number (RA#) is required for all returns. Contact us at support@purepawlabs.com to request one.
• After your ship the return, you must provide us with a return tracking number so we can process your return accurately. Without this, your return may not be processed properly. 

Subscriptions

Our subscriptions are heavily discounted so they are affordable to use on a consistent basis. For this reason, we have stricter rules for returns/refunds on subscriptions. Please see below:

• Your 1st subscription bag in your order is refundable and returnable but we don't accept subsequent subscription orders (2nd order and beyond) as returns.
• We send an email reminder 3 days before your subscription will be charged. You MUST cancel your subscription before the order ships.
• All the above rules for refunds/returns apply to subscriptions also.

If you request a return for a used product outside of our standard performance  guarantee, we’ll do our best to accommodate you—but a 35% restocking fee will apply. This helps us cover the cost of returned inventory and ensures we can continue offering a high standard of product and service.

💡 Need help? Our lifetime customer support is available via email if you have any product issues!

Returning Bundles

• If you bought a bundle, you can return the entire bundle for a full refund if it’s unused.
• If returning only part of a bundle, your refund will be based on the price of the items you keep.
  • Example: If you bought a 3-pack for $99 and used one, you can return the other two for $66.

Non-Refundable Items

Some items cannot be returned, including:
❌ Shipping fees
❌ Expedited processing fees
❌ Gift cards
❌ One-time offers or deeply discounted items (if applicable)

Damaged or Faulty Items

• If your item arrives damaged or defective, email us within 7 days of delivery at support@purepawlabs.com, and we’ll send a replacement.

Incorrect Address and Delivered Package

• Address Verification: We rely on the accuracy of the address provided at checkout and cannot verify or alter it post-purchase. 
• Once an order is shipped and handed off to a shipping service, Pure Paw Labs is not responsible for the package. 
• Please deal with lost or undelivered packages with the shipping courier using the tracking number provided.
• If a package is delivered to an incorrect address due to customer error, we are here to assist. Our customer service can facilitate the placement of a new order at a reduced price to mitigate your loss; however, it is the customer’s responsibility to provide the current shipping information. Extra charges will be applied in this case.

Exchanges

• Want to exchange an item? Email us at support@purepawlabs.com to get started.

Refund Options

We offer two refund options:
💳 Refund to your original payment method
💰 Refund as store credit (if applicable)

How to Return an Item

• Email us with the issues you're having at support@purepawlabs.com
• We’ll provide the return shipping address and RA# once you request a return.
• As a small, family-run business, we can’t cover return shipping costs.

When Will I Get My Refund?

• Once we receive and inspect your return, we’ll notify you via email.
• If approved, refunds are processed within 3-5 business days.

Still Have Questions?

Reach out to us at support@purepawlabs.com—we’re happy to help!