Refund policy

Refund Policy: 30-Day Money-Back Guarantee

Last updated: September 27, 2026

If PawGroom doesn't work for you or your pet, we'll refund you, and you keep the product. Your 30 days start the day your order is delivered, not the day you place it, so the shipping time never eats into your guarantee.

How to request a refund
Email support@getpawgroom.com within 30 days of delivery and include:
1. Your order number (it's in your confirmation email, for example #1001)
2. One line on what didn't work (for example: "my cat hates it" or "didn't work on my dog's coat"). This helps us improve. No hassle, we won't argue with you.
3. A photo, only if the item arrived damaged, defective or wrong.
We review and approve requests within 1 business day.

Do I need to send it back?
No. You keep the product. Give it to a friend, use it on another pet or recycle it. Nobody wants a used grooming glove in the mail.
The no-return money-back guarantee is limited to one refund per customer and per delivery address.

When you'll get your money
- Once approved, we refund the full price you paid for the items. Shipping was free, so nothing is deducted.
- The refund goes back to your original payment method (card, PayPal, Apple Pay, Google Pay or Shop Pay).
- Your bank or payment provider usually takes 5–10 business days to show it.
- If you paid with Klarna or Shop Pay Installments, the refund goes to that plan and your remaining payments are adjusted by the provider.

Damaged, defective or wrong item
If your order arrives damaged, defective or isn't what you ordered, email us with your order number and a photo. We'll send a free replacement, or a full refund if you prefer. No return needed.
If a product develops a defect in normal use after the 30 days, contact us anyway. We'll repair, replace or refund it as required by applicable law. This guarantee is in addition to, and does not limit, any legal rights you have as a consumer.

Lost or late orders
Orders are processed in 1–3 business days and take 10–15 business days in transit, so most arrive in 11–18 business days. We ship to the US only, with free tracked shipping.
If your tracking shows no update for 15 business days, or your order hasn't arrived 30 days after it shipped, we'll reship it or refund you in full. See our Shipping Policy.

Cancellations
Email us within 12 hours of ordering and we'll cancel and refund in full. After that, your order may already be on its way. If it is, you can still use this guarantee once it arrives.

What's not covered
- Requests made more than 30 days after delivery (except defects, as described above)
- A second no-return refund for the same customer or delivery address
- Damage caused by misuse, for example cutting, chewing or using the products on surfaces or animals they weren't designed for
- Parcels lost because of an incorrect address entered at checkout (we'll still help if the parcel comes back to us)

Questions
support@getpawgroom.com. A real person reads every email, and we reply within 1 business day.

PawGroom is operated by André Costa, sole trader (Portugal), VAT/NIF PT256668906.