Refund policy
We back every order with a 90-day guarantee. That means you have 90 days after receiving your item to request a return, no questions asked.
Eligibility
To be eligible for a return, your item should be in the condition you received it, unused, with all original packaging. You'll also need your receipt or proof of purchase.
If your dog simply hasn't warmed up to the grinder yet, that's exactly what our 90-day window is for. Some reactive dogs need more time than others, and we built our policy around that reality, not around a tight return window that punishes you for giving your dog time to adjust.
How to Start a Return
To start a return, contact us at gentlepawshop@gmail.com. Once approved, we'll send you everything you need, including a prepaid return label.
Please don't send items back without contacting us first. Returns sent without prior approval may not be processed.
Return Shipping & Fees
- Return shipping: Free. We cover the cost of your return label, always.
- Restocking fees: $0.00. We don't believe in charging you to change your mind.
Damages and Issues
Please inspect your order as soon as it arrives. If something is defective, damaged, or incorrect, contact us right away at gentlepawshop@gmail.com so we can make it right quickly.
Exceptions / Non-Returnable Items
A few items can't be returned for safety or hygiene reasons, including used diamond grinding bits or attachments that have made direct contact with your pet. If you're unsure whether your item qualifies, just reach out, we're happy to help you figure it out.
Gift cards are non-returnable.
Exchanges
The fastest way to get the right product is to return what you have, and once that return is approved, place a new order for the item you want. This way you're not waiting on a swap to ship before your replacement is on its way.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason, without needing to justify it. As above, your item should be in the condition you received it, with original packaging and proof of purchase.
Refunds
Once we receive and inspect your return, we'll let you know whether your refund is approved. If approved, you'll be refunded automatically to your original payment method within 5 business days. Please note your bank or card provider may take a few extra days to post the refund on their end.
If more than 10 business days have passed since your return was approved and you still don't see a refund, contact us at gentlepawshop@gmail.com and we'll sort it out.