Refund policy

Return and Refund Policy

Last updated: August 5, 2026

We want you and your pet to be happy with your purchase. If something isn't right, here's how returns and refunds work.

Returns

You may request a return within 30 days of delivery. To be eligible, items must be unused, unopened, and in their original packaging. Due to health and safety standards, we cannot accept returns on opened food, treats, supplements, or hygiene/grooming products unless the item arrived damaged or defective.

How to start a return

Email us at serenitypaws@proton.me with your order number and the reason for the return. We'll provide instructions and a return address.

Refunds

Once we receive and inspect your return, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5-10 business days. Shipping costs are non-refundable unless the return is due to our error (e.g., wrong or defective item).

Damaged or defective items

If your order arrives damaged or defective, contact us within 7 days of delivery at serenitypaws@proton.me with photos of the item and packaging, and we'll arrange a replacement or refund at no cost to you.

Exchanges

The fastest way to get a different item is to return the original and place a new order once your return is approved.