Refund and Cancellation

At FreshPaws, we strive to provide the best experience for our customers and their beloved pets. If you’re not completely satisfied with your purchase or need to make changes, our Refund and Cancellation Policy outlines your options.

1. Refund Policy

We aim to ensure that every product you purchase from FreshPaws meets your expectations. If you’re not satisfied, here’s how we handle refunds:

Eligibility for Refunds:

  • Products must be unused, unopened, and in their original condition.
  • Refund requests must be made within 7 days of receiving the product.
  • Perishable items, customized products, or items marked as “non-returnable” are not eligible for refunds.

Process for Refunds:

  1. Contact our customer support at support@freshpaws.com to initiate a refund request.
  2. Provide your order details and reason for the refund.
  3. Once your request is approved, you will be instructed to return the item to us.
  4. Refunds will be processed within 7-10 business days after we receive and inspect the returned item.

Refund Method: Refunds will be issued using the original payment method. In case of payment via credit or debit cards, the refund timeline may depend on your bank.

2. Cancellation Policy

We understand that plans change, and we aim to accommodate cancellations as smoothly as possible.

Before Dispatch:

  • Orders can be canceled any time before dispatch for a full refund.
  • To cancel, contact us immediately at support@freshpaws.com.

After Dispatch:

  • If the order has already been dispatched, cancellations are not possible. You can still initiate a return request once the product is delivered (see Refund Policy).

3. Non-Refundable/Non-Cancellable Items

Certain items are not eligible for refunds or cancellations:

  • Perishable goods (e.g., fresh food items, treats with limited shelf life).
  • Customized or personalized products.
  • Items marked as “Final Sale” or “Non-Returnable.”

4. Damaged or Defective Products

If you receive a damaged or defective product, please let us know within 48 hours of delivery:

  1. Email us at support@freshpaws.com with photos of the product and packaging.
  2. Once the issue is verified, we will arrange a replacement or issue a refund.

5. Shipping Costs

  • For returns initiated due to customer preference, the shipping cost for returning the item will be borne by the customer.
  • In cases of defective or incorrect products, FreshPaws will cover the shipping cost for the return.

6. Contact Us

For any questions or concerns about your refund or cancellation, reach out to us:

We value your trust and strive to make every experience with FreshPaws a positive one. Thank you for choosing us to care for your pets!