Refund policy

Refund & Return Policy – SmartPawz

At SmartPawz, we want you and your pet to love your new gear! We take great pride in the quality of our products, but we understand that sometimes an item might not be the perfect fit. Our goal is to make the return process as straightforward and clear as possible.

30-Day Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. Items sent back to us without first requesting a return will not be accepted.

Product Condition Requirements

To be eligible for a return or exchange, your item must be in its original condition. This includes products that are unopened in their original packaging, or have never been used. We accept returns only on new, unused products to maintain health and safety standards for all pets.

Return Method: By Mail

All eligible returns must be processed by mail. To start a return, please contact our support team at smartpawzhelp@gmail.com. If your return is accepted, we will send you detailed instructions on how and where to send your package. 

Return Shipping Fees & Costs

Please note that return shipping costs are the responsibility of the customer and are non-refundable. We recommend using a trackable shipping service, as SmartPawz cannot guarantee that we will receive your returned item.

No Restocking Fees

We want to keep things fair for our community—SmartPawz does not charge any restocking fees for processing your returns. 

Refund Processing Time

Once your return package is delivered to our facility and inspected, we will notify you via email regarding the approval of your refund. If approved, your refund will be automatically processed and credited back to your original payment method within 3 to 5 business days. Please remember it can take some additional time for your bank or credit card company to officially post the refund to your account.

Damages and 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.

Need Assistance?

Our customer support team is always here to help you and your pet. If you have any questions regarding our return process, please reach out to us at:

📧 Email: smartpawzhelp@gmail.com