Refund policy
Scope and Purpose
This return and refund policy applies to all purchases made through the TendPaws website: https://tendpaws.com
Contact Information
For any question about a return or refund, contact our customer service team:
Email: info@tendpaws.com Contact form: https://tendpaws.com/pages/contact
We reply within 24 hours on weekdays.
Return Window
Standard returns: You may return an unopened product in its original packaging within 30 days of delivery for a full refund.
100-Day Satisfaction Guarantee: We also offer a 100-day satisfaction guarantee. If you have used the product consistently and are not satisfied with the results, one opened kit per order is refunded in full and does not need to be sent back — just contact us with your order number.
Any additional kits on the same order must be unopened and in their original packaging, and the customer is responsible for return shipping on those.
For subscription orders, the 100-day satisfaction guarantee applies to your first delivery only. Subsequent recurring deliveries fall under the standard 30-day return window above.
How to Return an Item
- Start your return. Email info@tendpaws.com with your order number and the reason for the return.
- Wait for instructions. Our team will confirm your return and send you the correct return address along with step-by-step instructions.
Please do not ship anything back before you receive return instructions from us. Packages sent to an unconfirmed address cannot be processed or refunded.
Packaging & Shipping
This section applies only to items being physically returned. Kits refunded under our 100-day satisfaction guarantee do not need to be sent back.
- Products must be returned in their original packaging, including all labels and accessories.
- Customers are responsible for safe, trackable shipping back to the return address we provide.
- If the item is defective or incorrect, we cover return shipping and provide a prepaid return label.
Return Costs
Customer-initiated returns: You are responsible for return shipping costs when returning an unwanted item or requesting an exchange.
Approved claims: If the return is due to a defect or a shipping error on our part, we cover the shipping cost. We will either provide a prepaid label or refund your return shipping after confirmation. Always contact customer service first.
Satisfaction guarantee: No return shipping applies — the opened kit does not need to be returned.
Exchanges
To exchange a product for another size or version:
- Contact us within 100 days at info@tendpaws.com to request the exchange.
- The item must be unused and in its original packaging.
- You pay return shipping; we cover shipping of the replacement to you.
Specific Return Conditions
Defective items: Contact us immediately and include photos of the defect so we can resolve it quickly.
Shipping damage: If an item arrives damaged, send us photos within 48 hours of delivery.
Wrong item received: If you receive the wrong product, we provide return shipping and send the correct item at no extra cost.
Undelivered orders: If your order has not arrived, we will investigate with the carrier. If the package is confirmed lost, we will issue a full refund or resend the item.
Order cancellation: You can cancel your order any time before it ships. Once it has shipped, please follow the return process above.
Refund Timeline
Notice: You must initiate your return within 30 days of delivery for a standard return, or within 100 days under the satisfaction guarantee.
Processing: For physically returned items, we process your refund once we receive and inspect the return. For refunds under the 100-day satisfaction guarantee, we process as soon as we confirm your order number — usually within 3–5 business days.
Refund method: Refunds are issued to your original payment method. It may take up to 10 business days for the refund to appear on your statement, depending on your bank or card issuer.
Exceptions to This Policy
The following cannot be returned:
- Custom-made or personalized products
- Digital products (e-books, guides, and trackers), which are delivered instantly and are non-returnable
- Opened hygiene products, except where covered by our 100-day satisfaction guarantee, or where the item is defective or incorrect
Your Rights
Nothing in this policy limits any rights you may have under applicable federal or state consumer protection law.