PawHerb is committed to your satisfaction and the wellness of your canine companion. This Refund & Return Policy ("Returns Policy") sets forth the exclusive terms under which PawHerb accepts returns, processes refunds, and honors its 30-Day Satisfaction Guarantee. By placing an order with PawHerb, you agree to the terms of this Returns Policy, which is incorporated into the PawHerb Terms of Service by reference.
Overview
The PawHerb 30-Day Satisfaction Guarantee
Standard Returns (Unopened Products — Change of Mind)
Sanitary, Health, and Hygiene Restrictions
How to Initiate a Return or Guarantee Claim
Return Shipping Costs
Refund Processing, Methods, and Timing
Damaged, Defective, or Incorrect Items
Lost or Stolen Packages
Non-Returnable Items and Exclusions
Subscription Orders
Cancellations Prior to Shipment
Chargebacks and Disputes
Limitation of Remedies
Contact Information
PawHerb offers two distinct pathways for returns and refunds:
The 30-Day Satisfaction Guarantee — applicable when a customer is dissatisfied with the performance of the product, even if the product has been opened or used.
Standard Returns — applicable to unopened products in their original, sealed packaging, subject to the conditions set forth in Sections 3 and 4.
Selection of the correct pathway determines whether return-shipping costs are borne by PawHerb or by the customer, and what evidentiary documentation is required.
2.1 The Guarantee. PawHerb stands behind every product we sell. If, within thirty (30) calendar days of the original order's delivery date, you are dissatisfied because the product did not perform as represented, you are entitled to a full refund of the purchase price, even if the product has been opened or partially used.
2.2 Eligibility Requirements. To qualify under the 30-Day Satisfaction Guarantee, the following conditions must all be met:
the claim is initiated within thirty (30) calendar days of the original delivery date, as evidenced by carrier tracking;
the product was purchased directly from the official PawHerb Site (myflowvia.com) — purchases through unauthorized resellers or third-party marketplaces are not covered;
the customer provides reasonable information about the basis for dissatisfaction (e.g., duration of use, observed effects, any veterinary feedback) by emailing hello@mypawherb.com;
the claim relates to product performance and not to circumstances outside PawHerb's control (such as use inconsistent with labeling, allergic sensitivities for which veterinary consultation was advisable, or use in animals other than dogs).
2.3 Limit on Use of the Guarantee. The 30-Day Satisfaction Guarantee is limited to one (1) claim per household, per twelve (12)-month period, and applies to the original purchase quantity (not to bulk re-orders or subscription replenishments accumulated beyond a single billing cycle). PawHerb reserves the right, in its sole discretion, to deny repeat or abusive claims and to terminate access to the Guarantee for any customer engaged in fraudulent, abusive, or bad-faith conduct.
2.4 Outcome. Upon approval of a Guarantee claim, PawHerb will issue a full refund of the purchase price (including the original outbound shipping cost paid by the customer, if any) to the original method of payment. PawHerb will additionally bear all return-shipping costs in accordance with Section 6.
For returns that are not based on the 30-Day Satisfaction Guarantee — for example, change-of-mind, ordered the wrong product, no longer needed — the following conditions apply:
the return request must be initiated within thirty (30) calendar days of the delivery date;
the product must be unopened, unused, and in its original sealed packaging with all manufacturer seals intact;
the product must be in resalable condition with no damage, markings, or signs of tampering;
proof of purchase (order number or order confirmation email) must be provided.
Standard returns that satisfy all of the foregoing conditions will be eligible for a refund of the product purchase price (excluding original outbound shipping). The customer is responsible for return-shipping costs for change-of-mind returns (see Section 6).
Because PawHerb products are ingestible dietary supplements intended for animal consumption, the resale or reuse of opened products is prohibited under applicable sanitary, health, and hygiene regulations. Accordingly:
Opened products are not eligible for Standard Returns under any circumstances.
Opened products may only be the subject of a refund claim under the 30-Day Satisfaction Guarantee described in Section 2.
Returned products that arrive at PawHerb's designated return address with broken seals, tampered packaging, or evidence of use will be deemed ineligible under Section 3 and will be discarded; no refund will be issued unless the claim is reclassified and qualifies under the 30-Day Satisfaction Guarantee.
To initiate any return or refund — including a 30-Day Satisfaction Guarantee claim for an opened or used product — please contact PawHerb Customer Care:
Email: hello@mypawherb.com
Required Information:
Full name and shipping address;
Order number and date of purchase;
Reason for the return or guarantee claim (with reasonable detail);
Photographs of the product and packaging (where applicable, particularly for damaged-item claims).
Upon receipt, PawHerb will respond within three (3) business days with one of the following: (a) approval and a Return Merchandise Authorization ("RMA") number with prepaid return-shipping label (where applicable); (b) a request for additional information; or (c) a denial with explanation. Returns shipped without an RMA number may be refused or significantly delayed.
|
Return Type |
Who Bears Return-Shipping Cost |
|
30-Day Satisfaction Guarantee claim |
PawHerb — we will provide a prepaid return-shipping label or reimburse documented return-shipping costs |
|
Standard Return — change of mind |
Customer — at the customer's expense; PawHerb recommends use of a trackable shipping method |
|
Damaged, defective, or incorrect item (Section 8) |
PawHerb — we will provide a prepaid label or full reimbursement |
PawHerb does not refund the customer's chosen return-shipping method beyond reasonable standard ground rates absent prior written authorization.
7.1 Inspection. Upon receipt of a returned product, PawHerb will inspect the item to confirm eligibility under this Returns Policy. (Inspection is not required for opened-product Guarantee claims, which do not contemplate physical return; see Section 7.5.)
7.2 Refund Method. Approved refunds are issued to the original method of payment. PawHerb does not issue refunds in cash or to alternative payment methods, except where required by applicable law.
7.3 Processing Time. Approved refunds are processed within five (5) to ten (10) business days of approval. Once processed, the time for funds to appear on your statement depends on your card issuer or financial institution and is outside PawHerb's control (typically an additional three (3) to ten (10) business days).
7.4 Original Shipping Charges.
Under the 30-Day Satisfaction Guarantee, original outbound shipping charges paid by the customer are refunded.
Under Standard Returns, original outbound shipping charges are non-refundable.
7.5 Disposition of Opened Products in Guarantee Claims. For Guarantee claims involving opened or partially used products, PawHerb may, in its sole discretion, waive the requirement to physically return the product and instruct the customer to discard it in accordance with local solid-waste guidelines. In such cases, the refund will be issued upon the customer's written confirmation that the product has been discarded.
If your order arrives damaged, defective, or contains an incorrect item, please contact hello@mypawherb.com within seven (7) calendar days of delivery, including photographs of the damaged item, the shipping carton, and the packing slip. PawHerb will, at its option and without charge to you, either (a) replace the item, or (b) issue a full refund. Claims submitted after seven (7) calendar days may be processed under the 30-Day Satisfaction Guarantee in PawHerb's discretion.
For packages marked as "delivered" by the carrier but not received, please refer to the PawHerb Shipping Policy (Document IV, Section 7). Lost-package claims must generally be filed with the shipping carrier; PawHerb will assist customers in good faith but cannot assume liability for loss, theft, or misdelivery occurring after carrier handoff.
The following are not eligible for return or refund under this Returns Policy:
products purchased from unauthorized resellers or third-party marketplaces;
products purchased outside the thirty (30)-day window;
gift cards, digital products, or promotional items provided free of charge;
products damaged due to misuse, neglect, improper storage, or use inconsistent with labeling;
final-sale or clearance items expressly designated as non-returnable at the time of purchase.
For subscription or "Subscribe & Save" orders, the 30-Day Satisfaction Guarantee applies on a per-shipment basis, calculated from the delivery date of the specific shipment for which the claim is made. To cancel or pause a subscription, customers may use their account portal or contact hello@mypawherb.com no later than forty-eight (48) hours before the next scheduled billing date.
Orders may be cancelled at no cost prior to shipment by emailing hello@mypawherb.com. Once an order has been handed to the shipping carrier, it cannot be cancelled and must be processed under Section 2, 3, or 8 as applicable.
Customers are encouraged to contact PawHerb directly at hello@mypawherb.com before initiating a credit-card chargeback or payment dispute. Most issues can be resolved promptly through customer support. PawHerb reserves the right to dispute fraudulent or bad-faith chargebacks and to pursue recovery of associated costs, including reasonable attorneys' fees, where permitted by law.
The remedies set forth in this Returns Policy — refund, replacement, or store credit (where offered) — are the sole and exclusive remedies available to customers in connection with the purchase of PawHerb products, except as otherwise required by applicable mandatory consumer-protection law. The remedies under this Returns Policy are subject to the Limitation of Liability provisions of the PawHerb Terms of Service (Document I, Section 16).
Email: hello@mypawherb.com