Refund policy
Return & Refund Policy
Last updated: July 2026
At VitalsPaws, your satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the terms outlined below.
This Return & Refund Policy applies to purchases made through our website worldwide. If the consumer protection laws of your country provide rights that cannot legally be excluded or limited, those rights will prevail to the extent required by applicable law.
30-Day Return Policy
You may request a return within 30 calendar days from the date your order is delivered.
To be eligible for a return, your item must meet all of the following conditions:
- Be unused and unopened.
- Be in the same condition in which it was received.
- Be returned in its original sealed packaging with all included components.
- Be free of damage, alterations, or signs of misuse.
- Be accompanied by proof of purchase.
For hygiene and safety reasons, opened or used pet ear care products are not eligible for return, unless the product arrived damaged, defective, or you received the wrong item.
How to Request a Return
To initiate a return, please contact us at:
Email: vitalspaws.info@gmail.com
Please include:
- Your order number.
- The reason for your return.
- Photographs of the product if it is damaged, defective, or incorrect.
If your request is approved, we will provide you with detailed return instructions, including the appropriate return address.
Returns sent without prior authorization will not be accepted.
Return Shipping Costs
Unless otherwise required by applicable law, customers are responsible for all return shipping costs.
Original shipping charges are non-refundable unless the return results from:
- a damaged product;
- a defective product; or
- an error made by VitalsPaws.
We recommend using a trackable shipping service for all returns. Returned items remain the customer's responsibility until they have been received and inspected by us.
VitalsPaws is not responsible for returns lost or damaged during transit.
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery at:
Please provide clear photographs showing:
- the product;
- the shipping package; and
- any visible damage.
We will review your claim promptly and, where appropriate, provide a replacement, refund, or other suitable resolution.
Non-Returnable Items
The following items are not eligible for return unless required by applicable law:
- Opened or used pet ear care products.
- Products returned without their original packaging.
- Products showing signs of misuse, improper handling, or unauthorized modification.
- Personalized or custom-made products.
- Gift cards.
- Clearance or final-sale items.
If you are unsure whether your purchase qualifies for a return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If your return is approved, you may place a new order at your convenience.
Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your financial institution or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Refused Returns
VitalsPaws reserves the right to refuse any return that does not comply with this Return & Refund Policy.
Where permitted by applicable law, refunds may be denied or reduced if:
- the product has been opened or used;
- the product is returned damaged due to customer misuse;
- components or packaging are missing;
- the return does not satisfy the eligibility requirements described in this policy.
Fraud Prevention
To protect our customers and our business, VitalsPaws reserves the right to refuse returns, refunds, or exchanges in cases involving suspected fraud, abuse of this policy, unauthorized resale, or other activities that violate our Terms of Service.
Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any rights you may have under the mandatory consumer protection laws applicable in your country or state of residence.
Where local laws grant consumers additional rights, those rights shall prevail to the extent required by law.
Contact Us
If you have any questions regarding this policy, please contact us:
VitalsPaws
Email: vitalspaws.info@gmail.com