Primal Paws — Refund & Return Policy
60-Day Money-Back Guarantee
At Primal Paws, we stand behind our products. That is why we offer a 60-Day Money-Back Guarantee: try Primal Paws with your cat, and if you are not satisfied for any reason, contact us within sixty (60) days of delivery for a refund of the product price. The terms below explain how it works. By completing a purchase on our website, you acknowledge and agree to this Refund Policy.
1. Eligibility for Refunds
To be eligible for a refund under the 60-Day Money-Back Guarantee, the following conditions apply:
- Refund requests must be submitted within sixty (60) days of the confirmed delivery date.
- Items must be returned in unused, unopened condition in their original packaging.
- Return shipping costs are the customer's responsibility unless the item is defective or incorrect.
- The guarantee covers the price paid for the products in your order. Shipping and handling fees are non-refundable.
- The guarantee is limited to one (1) refund per customer or household.
Requests submitted more than sixty (60) days after the confirmed delivery date are not eligible.
2. Not Eligible for Refunds
The following are not eligible for refunds:
- Refund requests submitted more than sixty (60) days after the confirmed delivery date.
- Subscription renewals processed after the first shipment's 60-day guarantee period has ended (see Section 3).
- Free gifts, promotional items, and prize entries, which have no cash value.
Carrier delivery confirmation establishes the start of the 60-day period, even without a signature.
3. Subscriptions & Recurring Orders
3.1 Subscription Refund Eligibility
If your order includes a subscription, the 60-Day Money-Back Guarantee applies to your first shipment. If you are not satisfied, you can request a refund of that first shipment and cancel your subscription at the same time.
Renewal shipments that are charged after you have cancelled, or that you did not authorize, will be refunded in full. Other renewal charges already processed are not refundable, so please cancel before your next billing date if you no longer wish to receive shipments.
3.2 Automatic Renewal
YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW UNLESS CANCELLED. YOU WILL BE CHARGED THROUGH YOUR PAYMENT METHOD EVERY 28 DAYS, OR AT YOUR SELECTED DELIVERY CADENCE. YOU WILL BE ASKED TO EXPRESSLY CONFIRM THESE AUTO-RENEWAL TERMS AT CHECKOUT BEFORE YOUR FIRST ORDER IS PLACED.
3.3 Cancellation
You may cancel, skip, or pause your subscription at any time. To avoid the next charge, cancel at least twenty-four (24) hours before your next scheduled billing date. You can cancel online through your account at takeprimalpaws.com/account, or by emailing Support@takeprimalpaws.com. We will confirm every cancellation by email.
3.4 Billing Information
You are responsible for providing current, complete, and accurate billing information and for keeping it up to date. Changes can be made through your account at takeprimalpaws.com/account or by contacting Support@takeprimalpaws.com.
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, contact us at Support@takeprimalpaws.com within seven (7) days of delivery with your order number and photos of the item. You do not need to return the item. We will send a replacement at no cost or issue a full refund, including shipping. This remedy is in addition to your 60-Day Money-Back Guarantee.
5. Order Cancellations
You may cancel a one-time order within two (2) hours of purchase by contacting Support@takeprimalpaws.com, and we will refund it in full. Once an order has been processed or shipped, it can no longer be cancelled, but the 60-Day Money-Back Guarantee still applies after delivery.
A $2.00 administrative processing fee may apply to order cancellations to cover processing costs.
6. How to Request a Refund
- Email Support@takeprimalpaws.com with your order number and, if you like, the reason for your request.
- Our team will respond within three (3) business days.
- Approved refunds are issued to your original payment method within five (5) business days of approval. Bank or card provider posting times may vary.
- You will receive a confirmation email once your refund has been processed.
Once your return is approved, ship the item using a reliable carrier with tracking to the address provided in your return authorization. Package the item securely in its original packaging. Refunds will be processed within ten (10) business days of receipt and inspection.
7. Lost or Undelivered Packages
If your package has not arrived within the estimated delivery timeframe, contact us at Support@takeprimalpaws.com and we will open a carrier investigation. If the carrier confirms the package is lost, we will send a replacement at no cost or issue a full refund. We are not responsible for packages lost due to incorrect shipping information provided by the customer.
8. Shipping Costs
Shipping and handling fees are non-refundable, except when an item arrives damaged, defective, or incorrect, or when a package is confirmed lost by the carrier.
Return shipping costs are the customer's responsibility unless the item received was damaged, defective, or incorrect, in which case Primal Paws will cover return shipping.
9. Policy Amendments
Primal Paws may update or amend this policy at any time. Changes take effect upon publication on our website and apply to orders placed after that date. The policy in effect at the time of your purchase applies to that order.
10. Acknowledgment of Policy
BY PLACING AN ORDER WITH PRIMAL PAWS, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND POLICY, INCLUDING ITS ELIGIBILITY REQUIREMENTS AND LIMITATIONS.
Contact Information
For all refund and return inquiries, please contact us at:
Primal Paws c/o Origin Supplements LLC 30 N Gould St Sheridan, WY 82801 United States
Email: Support@takeprimalpaws.com