Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After return authorization, you have 14 days for sending the product back (30 days for International orders). If any of these deadlines are missed, the company reserves the right to decline the refund.

Please note that in the event of a return for a refund, a restocking fee will be deducted per item based on the product category and the condition of the returned unit.

1. Restocking Fees by Product Category
Restocking fees cover the physical labor, sanitization, hardware testing, and processing required for each individual device.

A. Dog Containment Systems
•    New Condition: $10.00 fee per item. Applies if the item is unopened OR if it has been opened and tested but remains in pristine, spotless, and unblemished condition.
•    Normal Use Condition: $30.00 fee per item. Applies if the item has been actively used or handled, showing minor cosmetic signs of use but remaining in clean, re-sellable condition.
•    Extensive Wear & Damage: 50% Partial Refund or No Refund at our warehouse's discretion (see Section 3).

B. Dog Training Collars & Bark Collars
•    New Condition: $5.00 fee per item. Applies if the item is unopened OR if it has been opened and tested but remains in pristine, spotless, and unblemished condition.
•    Normal Use Condition: $15.00 fee per item. Applies if the item has been actively used, showing minor cosmetic signs of use but remaining in clean, re-sellable condition.
•    Extensive Wear & Damage: 50% Partial Refund or No Refund at our warehouse's discretion (see Section 3).

2. Condition Evaluation Guide
To qualify for a standard refund, products must be returned in a condition that allows for safe refurbishment or resale. Our warehouse team physically inspects every item using the following criteria:

✅ New Condition (Eligible for Lowest Fee)
The item is either completely unopened OR it was opened and tested briefly, meeting the following criteria:
•    Spotless Housing: No cosmetic marks, scuffs, or smudges on the plastic casing or screen.
•    Clean Components: No dirt, hair, dust, or outdoor residue anywhere on the device or collar.
•    Complete Packaging: All original protective films, tags, inserts, and accessories are present and undamaged.

✅ Normal Use (Eligible for Standard Refund)
The item shows signs of light handling or active testing during the return window. These items are structurally sound and cleanable:
•    Packaging Wear: Minor damage to the original product box, such as small rips, dents, or tears from opening or transit.
•    Surface Scuffs: Light, shallow marks on the plastic housing or buckle from contact with soft surfaces.
•    Dust/Residue: Minor outdoor dust or stray hairs that can be easily wiped away with a damp cloth.
•    Strap Creasing: Minor bending or "buckle marks" on the collar strap from being fitted on the dog.
•    Testing Marks: Slight wear on the metal contact points (prongs) from being handled.

❌ Extensive Wear & Damage
Extensive wear refers to damage that permanently alters the product or compromises its safety, waterproofing, or resale value.
•    Permanent Markings: Any writing, ink, or labeling on the device with permanent markers or pens that cannot be cleanly removed.
•    Animal Damage: Any signs of chewing, bite marks, tooth punctures, or severe saliva damage to the device, antenna, or strap.
•    Deep Gouges: Scratches that penetrate deeply into the plastic casing (often from scraping against rocks, concrete, or metal fences).
•    Structural Failures: Cracked screens, broken internal components, or snapped buckles.
•    Environmental Damage: Deep mud staining, internal water damage (to non-waterproof components), or heavy odors that cannot be removed (e.g., skunk or swamp smells).
•    Tampering: Evidence of the device being opened, screws being removed, or unauthorized repairs.

3. Handling of Extensive Wear Returns
If a returned item arrives at our warehouse showing signs of Extensive Wear & Damage, it cannot be resold as a standard unit. To ensure a fair outcome, the return will be handled as follows:
1.    50% Partial Refund: If the device is heavily marked, deeply scratched, or stained but remains 100% fully functional, we may offer a partial refund of 50% of the item value at our discretion to cover the deep devaluation of the stock.
2.    No Refund (Total Loss): If the device is structurally broken, chewed through, or completely unserviceable, a refund will be denied.
3.    Return of Damaged Goods: If a refund is rejected entirely, you may request to have the item shipped back to you at your expense. If return shipping is not paid within 14 days of notification, the item will be considered abandoned and will be safely recycled.

4. Return Process & Deadlines
•    Cancellations Before Shipping: If you request to cancel your order before it has been shipped from our warehouse, a 3% cancellation and processing fee will be deducted from your refund. This fee directly covers the non-refundable credit card and payment processing fees incurred at the time of purchase.
•    Return Window: You have 30 days after receiving your item to request a return.
•    Mailing Window: After your return is authorized, you have 14 days to postmark and ship the product back to us (30 days for International orders). If these deadlines are missed, the return will be declined.
•    How to Start: Contact us at support@pawious.com within your 30-day window. Items sent back to us without a prior authorized return request will be rejected.

⚠️ Customer Response Timeframe & Expiration
To ensure a timely return process, you must respond to any communication from our support team (including troubleshooting steps, providing requested details, or confirming instructions) within 7 business days. If we do not receive a response from you within this window, your return request will be considered abandoned and closed. If your original 30-day return window expires while a case is closed due to customer non-responsiveness, you forfeit the right to a refund.

⚠️ Return Labels & Tracking Number Requirement
We do not provide shipping labels for return packages. You must send us the tracking number before the parcel is delivered to our warehouse. If a return arrives without a tracking number provided in advance, the warehouse may not accept it, the parcel could be lost, and no refund will be issued.

5. Final Legal Notes
•    Shipping Charges: Any original shipping charges paid by the customer are non-refundable.
•    Refund Method: Refunds are issued exclusively to the original payment method used during purchase. Please allow up to 5 business days from the date our warehouse receives the parcel for inspection and refund processing.

You can always contact us for any return question at support@pawious.com or live chat.

6. 1 Year Warranty

At Pawious, we stand by the quality and durability of our products. That's why we offer a comprehensive 1-year free replacement or repair policy for your peace of mind. If you experience any issues within the first year of purchase, we've got you covered. Whether it's a replacement or repair, our goal is to ensure that your experience with our product is nothing short of excellent.

Please note: This warranty covers product malfunctions due to manufacturing defects. It does not cover physical damage, such as cracked or broken casings, chewed collars, water damage (to non-waterproof parts), frayed wires, or other signs of misuse or improper handling. Malfunctions resulting from such physical damage are also not eligible for warranty service.

Simply reach out to our customer support, and we'll swiftly address any concerns—providing you and your dog with continued safety and security.

The original 1-year warranty usually begins on the date of the original purchase. Providing a replacement product does not restart the original warranty period. The replacement product is covered for the remainder of the original product's warranty.

7. International Warranty (Outside of USA): Our 1-year warranty covers the full cost of the replacement product or parts. However, please note that for all orders shipped outside the United States, the customer is responsible for international shipping fees, as well as any applicable local duties or taxes.

8. Damages during the shipping or other issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

9. 60 days "Happy Pup" Refund Guarantee

We are so confident in our supplements that we offer a risk-free trial on your first jar.

- The 1st Jar: If you don’t see a positive change in 60 days, we will refund one (1) opened unit.

- Multiple Units: Please note that we cannot refund any other opened or used units. If you purchased a bundle, all additional units must be unopened and in their original packaging to be eligible for a refund.

10. Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, pills or other supplements), custom products (such as special orders or personalized items), and personal care goods . Please get in touch if you have questions or concerns about your specific item.

11. Returning a Tub of Treats and Supplements
You can return an unopened tub of treats, if the tub's seal remains intact, we'll process a full product refund. Once opened, used or if the tamper evident seal has been broken, it is deemed that you have accepted the goods as defined by Trading Standards.

12. European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.