Refund policy

We want you and your pet to love PolarPaws. If you're not happy, we offer a 30-day happy-pet guarantee from the date of delivery.

 

Right of withdrawal (EU customers): Under EU consumer law, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, email support@polarpaws.co before the 14 days expire. You then have 14 days to return the item.

 

How to return: Email support@polarpaws.co with your order number and we'll guide you through it. Items should be in original, resaleable condition.

 

Refunds: Once your return is received and inspected, we refund your original payment method within 14 days.

 

Return shipping: For change-of-mind and withdrawal returns, the customer covers return shipping. We cover return shipping for damaged, faulty, or incorrect items.

 

Damaged or wrong item: Email a photo to support@polarpaws.co within 7 days of delivery and we'll send a free replacement - no return needed.

 

Dispute resolution: The European Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr. We're happy to resolve issues directly first - just email support@polarpaws.co.