Refund policy

Last Revised on July 27th, 2026

Our policy is simple: if a Product isn't right for your pet, we'll refund you in full. You never have to ship anything back.

We don't ask for returns. Once you request a refund, the Product is yours to keep, pass along to a friend, or donate — sending pet hygiene products back through the mail helps no one.

How to request a refund or exchange

Email us at customercare@pawerlab.com within 30 days of receiving your order. Tell us your order number and, if the Product arrived damaged or defective, attach a photo so we can fix it upstream. That's the whole process — no return label, no shipping the item back, no restocking fee.

We'll confirm by email and issue your refund to the original method of payment. Please allow up to 10 business days for the refund to appear, depending on your bank or card issuer. If you'd prefer a replacement or a different Product instead of money back, just say so and we'll send the exchange out.

Give it a second life: donate and we'll match it in store credit

Because we don't want unused Products going in the trash, we'd rather they reach a pet who needs them. If you donate your Product to a local animal shelter or rescue and send us proof, we'll add store credit equal to your original purchase amount — on top of your full refund.

Acceptable proof is a donation receipt, an acknowledgment email or letter from the shelter, or a photo of the donated Product at the shelter showing the organization's name. Email it to customercare@pawerlab.com with your order number and we'll send your store credit code within 5 business days. Store credit doesn't expire and can be combined with other offers.

A note on your pet's safety

Please read Product Descriptions carefully and consult your veterinarian if your pet has known allergies or sensitivities. If your pet experiences a reaction after using one of our Products, email us right away — we'll refund you immediately, no questions asked, and we may ask for photos or a note from your veterinarian afterward so we can investigate the cause and improve the formula. Sharing that information is optional and never a condition of your refund.

We do our best to monitor comments and messages on our social profiles, but the fastest way to reach a human is always email.

We monitor refund activity for patterns of misuse and reserve the right to refuse service in cases of clear abuse.