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 outline 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 reflects our commitment to fair, transparent, and legally compliant practices.
2. Returns
Due to the consumable nature of pet supplements and pet food products, Proactive Paws generally does not accept returns of opened or used products for resale. Products may be eligible for return within 30 days of delivery if they were received damaged, defective, incorrect, or remain unopened and in original condition.
3. Eligible Returns
- Product received damage
- Product received defective
- Incorrect item shipped
- Manufacturing or quality issue
- Unopened product in original condition within 30 days of delivery
4. Non-Returnable Items
- Opened pet supplements
- Opened pet food products
- Partially consumed products
- Products damaged through misuse or improper storage
- Products purchased more than 30 days ago
5. Damaged, Defective, or Incorrect Products
Issues must be reported within 7 days of delivery. Upon verification, Proactive Paws may provide a replacement product, store credit, or full refund at its discretion.
6. Return Shipping
If the return is due to our error, Proactive Paws will cover return shipping costs when a return is required. For approved discretionary returns, customers are responsible for return shipping costs.
7. Refund Process
Approved refunds will be issued to the original payment method and typically appear within 5–10 business days depending on the financial institution. Original shipping fees are non-refundable unless the return is due to our error or a defective item.
8. Cancellations
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.
9. Contact Information
For any questions regarding your return or refund, please reach out to us:
Email: help@proactivepaws.com
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.
