Refund policy

At RelaxPaw™, we stand behind the quality of our pet care products and want you and your furry companion to be completely satisfied. We offer a 30-Day Happiness Guarantee, giving you 30 days after receiving your item to request a return, replacement, or refund.

1. Eligibility for Returns (Change of Mind)

To qualify for a standard return due to preference or change of mind, your item must meet the following criteria:

Returned within 30 days of delivery.
Must be in its original packaging with all included accessories (cables, replacement heads, manuals).
Must be clean, hygienic, and in re-sellable condition.
Proof of purchase (order confirmation or receipt) is required.

2. Restocking & Return Shipping Fees

Restocking Fee: $0.00 (We do not charge any restocking or handling fees).
Return Shipping Costs: For standard returns due to customer preference or change of mind, the customer is responsible for purchasing the return shipping label. For defective, damaged, or incorrect items, RelaxPaw covers 100% of applicable replacement or return shipping costs.

3. Damaged, Defective, or Not-as-Expected Items

Please inspect your package upon delivery. If your item arrives damaged, defective, incorrect, or not working as expected (e.g., LED light failure or device not powering on), contact our support team immediately at support@relaxpaw.com with your order number and a short video or photo showing the issue.

Once verified, we will immediately arrange a free brand-new replacement or issue a full refund. In most cases, you will not need to return a defective, damaged, or incorrect item unless our support team specifically requests it.

4. How to Initiate a Return

Email our support team at support@relaxpaw.com with the subject line "Return Request – [Your Order Number]".
Our team will verify your request and provide the authorized return address and RMA instructions within 24–48 hours. (Please do not send items back to the origin address on the shipping label without prior authorization — unauthorized returns cannot be processed or refunded.)
Once your return package is delivered to our authorized return location and the return is inspected, your refund will be processed according to the refund timeline described in Section 8.

5. Order Cancellations & Address Changes

Because orders are processed quickly through our fulfillment center, you have 6 to 12 hours after placing an order to request a cancellation or shipping-address change. Once an order has been dispatched and tracking is generated, it can no longer be canceled or redirected.

6. Non-Returnable Items

Due to hygiene and safety standards, consumable treats and opened dental hygiene gels/pastes cannot be returned once unsealed. These items remain fully covered by our replacement guarantee if they arrive damaged, defective, or incorrect.

7. European Union & UK Right of Withdrawal (14-Day Cooling-Off Period)

If your order is delivered within the European Union or United Kingdom, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your goods, without giving any reason, in accordance with EU Directive 2011/83/EU (and equivalent UK consumer law).

To exercise this right, notify us at support@relaxpaw.com within the 14-day period, clearly stating your order number and intent to withdraw.
You must then return the goods within 14 days of notifying us, in their original condition and packaging where possible.
Return shipping cost for a withdrawal under this clause is the customer's responsibility, unless the item is defective or was delivered in error.
Upon receipt and inspection of the returned goods, we will refund the full purchase price (including standard delivery cost, where applicable) within 14 days, using the original payment method.
This right does not apply to sealed goods that are not suitable for return due to health or hygiene reasons once unsealed after delivery (e.g., opened dental gels/pastes).

8. Refunds & Processing Times

Once your return is received and inspected, or your refund is approved following verification of a damaged or defective item, we will initiate the refund to your original payment method (Credit Card, PayPal, etc.). Refund processing times may vary by payment provider, but refunds are generally reflected in your account within 5 to 10 business days after the refund is issued.