Refund policy

Refund Policy

Returns & Refunds Policy – Pawtegrity
Last updated: January 1, 2026

This Policy applies to all purchases made from Pawtegrity, without prejudice to any non-waivable consumer rights granted by the laws of the customer’s place of residence.
This Policy should be read together with our Shipping Policy and our Terms of Service.

1. 60-Day Money-Back Guarantee

We want you to be fully satisfied with your purchase. That’s why we offer a 60-day money-back guarantee, starting from the day the carrier marks your order as “Delivered.”

To request it:

  • You must contact us within 60 days of delivery, and
  • Follow the request process outlined in Section 5.

Scope of the guarantee:

  • The guarantee applies to the product price only.
  • Shipping, handling, duties, taxes, and customs fees are non-refundable, unless required by law.

To prevent abuse, the guarantee may be reasonably limited to:

  • 1 refund per customer/household, and/or
  • 1 unit per order, where permitted by law.

If a return is required, it must comply with this Policy (Sections 2, 3, and 6).

2. Change-of-Mind Returns Window

In addition to the guarantee, we accept change-of-mind return requests within 30 days of delivery, subject to eligibility.

3. Return Eligibility

To be eligible for a return (when applicable), the item must:

  • Be in like-new condition (no damage, no modifications, no missing parts, no signs of misuse)
  • Include all original parts and accessories
  • Be clean and hygienic (pet-use product)
  • Have prior authorization (RMA)

We may refuse returns if the item:

  • Shows damage from misuse, chewing, heat exposure, impact, or improper handling
  • Is returned without authorization (RMA)
  • Is sent outside the eligible return window
  • Arrives with missing components

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must:

  • Report it within 48–72 hours of delivery (maximum 3 days)
  • Provide clear photos of:
    • The outer packaging
    • Shipping label
    • The item

If verified, we may offer (as appropriate and in accordance with law):

  • A free replacement, or
  • A partial refund, or
  • A full refund

5. How to Request a Return or Refund

To initiate a request, email:
📧 support.pawtegrity@gmail.com

Include:

  • Order number
  • Email used at checkout
  • Reason for the request
  • Photos/evidence (required for damaged/defective/wrong items)

⚠️ Do not send items back without authorization.
If approved, we will provide instructions and, where applicable, an RMA number.

6. Return Shipping Costs & Deductions

Unless required by law:

  • Return shipping costs are the customer’s responsibility
  • If your order included free shipping, we may deduct the actual outbound shipping cost incurred
  • Any carrier return, storage, or customs fees caused by the customer may be deducted (where permitted by law)

7. Refunds (Timing & Method)

  • Refunds are issued to the original payment method
  • Processing time: 5–10 business days after approval or inspection
  • Your bank may take additional time to post the refund

8. Incorrect Address / Failed Delivery / Returned Packages

Customers are responsible for providing an accurate shipping address.

If a package is returned due to:

  • Incorrect or incomplete address
  • Refused delivery
  • Failure to collect the package

You may choose:

  • Reshipment (additional costs may apply), or
  • Refund of the product price minus shipping and related fees

9. Delivered but Missing or Stolen Packages

Once the carrier marks the package as “Delivered,” responsibility transfers to the customer.

However, contact us and we will assist with carrier investigations where possible.

10. Lost in Transit

If your package is confirmed lost or tracking stops updating for an unusual period, contact us.

We may offer a replacement or refund, depending on the case and applicable law.

11. Cancellations & Order Changes

Orders are processed quickly.

  • Contact us as soon as possible for changes or cancellations
  • We cannot guarantee modifications once processing has started or the order has shipped

12. Fraud & Abuse Prevention

We may request additional verification (photos, order details, etc.).

We reserve the right to refuse requests in cases of:

  • Abuse of the policy
  • Repeated claims
  • Evidence of misuse

This does not limit mandatory consumer rights.

13. Contact

Pawtegrity
📧 Email: support.pawtegrity@gmail.com
📍 Address: 5830 E 2nd St, Ste 7000 #33030, Casper, Wyoming 82609, United States