At Paws Source, we want you and your furry friend to be completely satisfied with every product and service. If you're not happy, we're not happy. Our goal is to make returns and refunds as straightforward and stress-free as possible.
This policy applies to all products purchased through Paws Source, including premium nutrition items, pet supplies, grooming services, boarding facilities, and subscription plans (Paws Starter, Pro, and Elite). Please review the sections below for detailed information.
📦 Physical Products & Supplies
We accept returns on most unused physical products within 30 days of delivery. To qualify for a full refund or exchange, items must meet the following criteria:
- Products must be in their original, unopened packaging.
- Items must be unused, unwashed, and in resalable condition.
- Proof of purchase (order number or receipt) is required.
- Return shipping costs are covered by Paws Source for defective or incorrect items. Otherwise, return shipping is the customer's responsibility.
🍖 Pet Nutrition & Food Products
🛡️ Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact our support team within 48 hours of delivery with photos of the issue. We will arrange a free return label or issue an immediate refund/replacement at your preference.
✂️ Services: Grooming, Boarding & Training
Our service policies are designed to ensure fairness for both you and our care teams, who prepare specifically for your pet's visit.
🐕 Grooming Appointments
- Full Refund: Cancellations made at least 24 hours before the scheduled appointment.
- 50% Refund: Cancellations made between 12 and 24 hours before the appointment.
- No Refund: Cancellations made less than 12 hours before the appointment or no-shows.
🏠 Boarding & Daycare
- Full Refund: Cancellations made at least 5 days before the booking start date.
- 50% Refund: Cancellations made between 3 to 5 days before the booking start date.
- No Refund: Cancellations made less than 3 days before the booking start date.
- Early Departure: If you need to pick up your pet early, we will refund the unused days on a pro-rated basis, provided you notify us at least 12 hours in advance.
🩺 Veterinary Consultations
Veterinary consultation fees are non-refundable once the session has begun. If you need to reschedule, please contact us as soon as possible, and we will do our best to accommodate your request. Cancellations made more than 6 hours in advance can be rescheduled without additional charges.
💎 Subscription Plans (Starter, Pro, Elite)
You can cancel your Paws Source subscription at any time from your account dashboard. Our refund policy for subscriptions is as follows:
- 7-Day Satisfaction Guarantee: If you cancel within 7 days of your initial subscription purchase, you will receive a full refund, provided you haven't utilized any services or redeemed significant discounts during that period.
- Cancellation After 7 Days: Subscriptions are non-refundable after the initial 7-day window. However, your access will remain active until the end of your current billing cycle. You will not be charged for future periods.
- Annual Plans: For annual subscriptions, if you cancel within the first 30 days, we offer a prorated refund for the unused months, minus a small administrative fee of $15.
📝 How to Request a Refund
Follow these simple steps to initiate your return or refund request:
Contact Support
Email us at care@pawssource.com or use the live chat on our website. Include your order number and reason for the return.
Get Authorization
Our team will review your request and provide a Return Merchandise Authorization (RMA) number along with shipping instructions (if applicable).
Ship Item (If Applicable)
For physical products, securely package the item and ship it to the address provided. Include the RMA number on the outside of the package.
Receive Refund
Once we receive and inspect the returned item (or verify service cancellation), your refund will be processed within 5-7 business days to your original payment method.
⚠️ Exceptions & Non-Refundable Items
Please note that the following items cannot be returned or refunded:
- Custom-made or personalized pet products.
- Digital products (e-training guides, e-books) once downloaded.
- Gift cards purchased through Paws Source.
- Products marked as "Final Sale" or clearance items.
- Perishable goods that are opened or past their best-before date.
Need Help With a Refund?
Our customer care team is here to assist you. We aim to resolve all refund inquiries within 24 hours.