Refund policy

At PawBright, we offer a 30-day money-back guarantee to our customers.

30-Day Guarantee

Your 30 days begin on the day your order is delivered. If you feel the product isn’t the right fit for your pet, simply email us at support@paw-bright.com within 30 days of delivery. To qualify for a refund, please provide a clear photo of the product you received, along with your feedback, the issue you experienced, and the reason for your request. Once reviewed and approved, we’ll guide you through the next steps to complete your refund.

Shipping & Delivery

All orders are shipped with tracking numbers, and delivery times may vary due to high order volume, customs clearance, and international logistics. While most orders arrive within a reasonable time frame, delays are possible. A shipping delay does not qualify as “product not received,” as the package is still on the way. If you believe your order is taking longer than expected, you must contact us first at support@paw-bright.com so we can assist you and provide updates. If a package is ever confirmed lost by the carrier, we will replace or refund your order in full.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos so we can make it right and ship you a replacement order immediately.

 

Chargebacks

We are committed to resolving any issues quickly and fairly. All orders are shipped with tracking, and under Visa, Mastercard, and other card network regulations, chargebacks must have a valid reason. For example, “product not received” is only valid if the order was never shipped or confirmed delivered. Shipping delays while a package is in transit do not qualify as non-delivery.

Because of this, you must contact us first at support@paw-bright.com before initiating a chargeback. This gives us the opportunity to locate your package, resolve shipping delays, or issue a refund under our 30-day money-back guarantee. Customers are expected to act in good faith by allowing us the chance to provide a solution rather than filing a dispute prematurely.

Filing a chargeback without first giving us the chance to resolve your concern is considered misuse of the chargeback system. Customers who do so may experience refund delays, be denied future purchases, and have their accounts flagged for fraudulent activity. Our policies, along with carrier tracking information, may also be submitted as evidence to dispute invalid chargebacks with your bank.

How to request a refund:

Simply email us at support@paw-bright.com with your order number and a brief explanation of your experience. We’ll guide you through the next steps. Refunds are processed to your original payment method within 5–10 business days.