Refund policy

1. Introduction

At PROACTIVE PAWS, we strive to ensure our customers and their pets are completely satisfied with every purchase. This Return and Refund Policy outlines the terms under which you may return or request a refund for items purchased from our website. It applies to all customers in the United States and Canada and reflects our commitment to fair, transparent, and legally compliant practices.

2. Eligibility for Returns

  • 2.1 Timeframe: You may initiate a return within 30 calendar days of receiving your order.
  • 2.2 Condition of Items: Returned items must be unused, unopened, and in original condition, with all tags, labels, packaging, and accessories intact. Products that show signs of use, wear, or have been damaged after delivery may not be eligible for return.
  • 2.3 Exclusions: The following items are not eligible for return for health, safety, and regulatory reasons:
    • Perishable goods (e.g., food, treats, supplements)
    • Opened or used pet grooming or hygiene products (e.g., shampoos, brushes, flea treatments)
    • Personalized or custom-made items
    • Gift cards and downloadable content (e.g., training manuals or e-books)
    • Items damaged due to misuse, improper installation, or neglect

3. Initiating a Return

  • 3.1 Return Request: To start a return, please contact our Customer Support Team at help@proactivepaws.com. Provide your order number and reason for return.
  • 3.2 Return Shipping:
    • If the return is due to our error (e.g., incorrect item, defective product), we will provide a prepaid return shipping label.
    • For all other returns, customers are responsible for return shipping costs.
  • 3.3 Return Authorization: All returns must be authorized in advance. Once your request is approved, you’ll receive a Return Merchandise Authorization (RMA) number and return instructions. Returns received without authorization may not be accepted.

4. Refund Process

  • 4.1 Inspection: Upon receiving the returned item, we will inspect it to confirm that it meets the return eligibility criteria. Inspections typically take 2–5 business days after delivery to our facility.
  • 4.2 Refund Method: If the return is approved, a refund will be issued to your original payment method. Store credit is also available upon request.
  • 4.3 Refund Timeframe: Refunds are processed within 7–10 business days after inspection. Additional time may be required by your financial institution for the refund to appear on your statement.
  • 4.4 Deductions:
    • Original shipping fees are non-refundable unless the return is due to our error or a defective item.

5. Exchanges

  • 5.1 Exchange Policy: We offer exchanges for defective, damaged, or incorrect items. If you'd like to exchange an item for a different size, color, or type, please contact us to check availability.
  • 5.2 Availability: Exchanges are subject to stock availability. If the requested item is not in stock, we may offer a refund or suggest a comparable alternative.

6. Damaged or Defective Items

  • 6.1 Reporting: Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us within 7 days of receiving the item. Include clear photos of the issue and your order number in your message.
  • 6.2 Resolution: Depending on the issue and your preference, we will offer:
    • A replacement at no cost
    • A full refund
    • Manufacturer warranty assistance, where applicable (e.g., electronic pet devices)

7. Cancellations

  • 7.1 Order Cancellation: You may cancel your order at any time before it ships by contacting us. Once the order has been dispatched, it will be subject to our return policy.

8. USA and Canada Compliance

  • 8.1 Legal Rights: This policy does not override any statutory rights you may have under U.S. or Canadian consumer protection laws, including your rights related to defective, misrepresented, or unsafe products.
  • 8.2 Governing Law: This policy is governed by the laws of the State of Florida in the United States and the Province of British Columbia in Canada, as applicable.

9. Contact Information

For any questions regarding your return or refund, please reach out to us:

Email: help@proactivepaws.com
Phone: 601-202-0130
Hours of Operation: Monday – Friday, 9:00 AM – 5:00 PM EST

10. Policy Updates

We may update this Return and Refund Policy from time to time to reflect changes in our practices, applicable laws, or customer feedback. The latest version will always be available on our website. Please review the policy periodically before making a purchase.