Refund Policy

Your satisfaction matters to us. This policy explains how order cancellations, returns, and refunds work for purchases made on our website.

1. Order Cancellations

You can cancel your order within 24 hours of placing it for a full refund, as long as it hasn't shipped yet. To cancel, email us at pawmassagisupport@gmail.com with your order number as soon as possible.

2. Return Window

Thanks to our 30-Day Happy-Pup Guarantee, you have 30 days from the delivery date to request a return. To be eligible, the item should be unused, in its original condition, and, whenever possible, in its original packaging.

3. How to Start a Return

Email pawmassagisupport@gmail.com with your order number and the reason for your return. We'll get back to you within 1-2 business days with return instructions. Please don't send your item back before hearing from us, returns sent without prior authorization may not be accepted.

4. Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank or card issuer, it may take a few extra days to appear on your statement.

5. Return Shipping

If the return is due to our error (wrong or defective item), we'll cover the return shipping cost. For change-of-mind returns, the customer is responsible for return shipping, and original shipping fees are non-refundable.

6. Damaged, Defective, or Incorrect Items

If your PawMassagi arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery at pawmassagisupport@gmail.com with photos of the issue. We'll send a free replacement or issue a full refund, whichever you prefer.

7. Non-Returnable Items

For hygiene and safety reasons, items that show signs of use beyond testing, or that are missing original accessories, may not be eligible for return. Gift cards and promotional items are also non-returnable.

8. Late or Missing Refunds

If you haven't received your refund yet, first check your bank account again, then contact your card issuer, it can take some time before a refund is officially posted. If you've done this and still haven't received your refund, reach out to us at pawmassagisupport@gmail.com and we'll look into it.

9. Contact Us

Questions about your return or refund? Email us at pawmassagisupport@gmail.com and our support team will get back to you as soon as possible.