Refund policy
Returns
Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
For Advanced Lumps and Bumps Care Formula, our guarantee extends to 90 days. Any product, even opened or used, is eligible for a return. That's the Charlie's Paw Guarantee.
The fine print: If you place 2+ orders with the same product(s), only your latest order is eligible for a return and only if the product is still sealed in its original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Partial Refunds
There are certain situations where only partial refunds are granted (if applicable):
- Any product ordered in a large quantity (3 or more), if all products have been opened and used
- Any item that is returned more than 60 days after delivery (or 90 days for Advanced Lumps and Bumps Care Formula)
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at store@thecharliespaw.com.
Sale Items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at store@thecharliespaw.com. We will share a return address for the defective or damaged product.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, please send us an email at store@thecharliespaw.com. We will share a prepaid return label. You are not responsible for the shipping costs for returning your item — we will pay for the return shipping and provide you with the return label.