Refund Policy

Refund & Cancellation Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@savingthepaws.com. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at contact@savingthepaws.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

USA 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the USA, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Hero VIP Club Membership — Cancellation Policy

Your Hero VIP Club membership is a recurring monthly subscription billed at $29.99 per month.

You may cancel your membership at any time, for any reason, with no cancellation fees or penalties.

To cancel, visit our Cancel Membership page and follow the steps. Cancellation takes effect at the end of your current billing period — you will retain full membership benefits until that date and will not be charged again after cancellation is confirmed. You will receive a cancellation confirmation email immediately upon completing the process. If you do not receive this confirmation email within 24 hours, please contact us at contact@savingthepaws.com so we can resolve it promptly.

We do not offer partial refunds for unused days within a billing period that has already been charged. However, if you believe you were charged in error, or if you did not authorise a charge, please contact us immediately at contact@savingthepaws.com and we will investigate and resolve the issue within 5 business days.

If the price of the Hero VIP Club membership changes at any time, you will be notified by email at least 60 days before the new price takes effect. You will have the right to cancel penalty-free within 60 days of that notice.

For any membership questions, contact us at contact@savingthepaws.com.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at contact@savingthepaws.com.