Refund Policy

Your satisfaction is at the heart of Paws Source. If your order arrives and it isn't quite right, you have 30 days from the delivery date to request a return, exchange or refund. We'll always do our best to make it right.

To be eligible for a return, you must contact us within 30 days of receiving your item. Requests made after this window may not qualify, though we'll always review faulty or damaged items on a case-by-case basis.

To qualify for a refund, items should be:

• Returned in their original, undamaged packaging.
• Unused and in the same condition you received them.
• Accompanied by proof of purchase (order number or receipt).

For hygiene reasons, certain products can only be accepted if they are unopened and sealed (see below).

For the safety of all our customers, some items cannot be returned once opened or used, including:

• Opened grooming and hygiene products such as Paw Soap and Paw Balm.
• Used Paw Cleaners or brushes.
• Gift cards and clearance items marked final sale.

Faulty or defective products are always covered, even in these categories.

Starting a return is easy:

1. Email our team at support@paws-source.com with your order number and the reason for your return.
2. We'll review your request and send return instructions, including the return address.
3. Pack the item securely and ship it back using a tracked service.

Please don't send anything back before contacting us first.

Once we receive and inspect your returned item, we'll email to confirm whether your refund is approved. Approved refunds are issued to your original payment method, typically within 5–10 business days, depending on your bank or card provider.

Need a different item or size? The fastest way is to return your original purchase for a refund and place a new order. If you'd prefer a direct exchange, just let us know and we'll help arrange it where possible.

If your order arrives damaged, faulty, or you've received the wrong product, please contact us within 7 days of delivery with a photo. We'll arrange a free replacement or full refund — including any return shipping costs — at no charge to you.

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a tracked service, as we can't be responsible for items lost in transit back to us.

Discounted, sale and bundle items are eligible for return under the same conditions as full-price products, unless clearly marked as final sale. For bundles such as the Pet Care Bundle or Dog Walk Bundle, all items must be returned together to qualify for a refund.

If you haven't received an approved refund yet, please first check your bank account, then contact your card provider, as processing times vary. If you've done this and still haven't received it, email us and we'll help track it down.

Our team is here to make returns painless. For any questions about this policy or an existing order, email support@paws-source.com and we'll respond within 48 hours.