Refund policy

Last updated: July 17, 2026

30-Day Love-It Guarantee

If you do not love your order, contact us at contact@therescuepaws.com within 30 days of delivery and we will make it right with a replacement, an exchange, or a refund to your original payment method. This guarantee applies to all products, including discounted items. Gift cards are non-refundable. Monthly Paws Club membership fees are covered by our Membership Terms instead.

How to start a return or exchange

Contact us at contact@therescuepaws.com with your order number within 30 days of receiving your item. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Where possible, please return items in their original packaging. 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@therescuepaws.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.

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.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without a justification. Your item should be unused and in its original packaging, and you will need the receipt or proof of purchase. Refunds for such cancellations are issued within 14 calendar days of our receiving the returned items (or of your providing proof of return shipment, whichever is earlier).

United Kingdom 14 day cooling off period

If your order is shipped to the United Kingdom, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification, under the Consumer Contracts Regulations 2013. Your item should be unused and in its original packaging, and you will need the receipt or proof of purchase. Refunds for such cancellations are issued within 14 calendar days of our receiving the returned items (or of your providing proof of return shipment, whichever is earlier).

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days (or within 14 calendar days for orders returned under the EU or UK cooling off rights above). 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 approved your return, please contact us at contact@therescuepaws.com.