Refund policy
Last Updated: 29 October 2026
This Refund & Return Policy (“Policy”) applies to all purchases made from Pawsmas (“Company,” “we,” “us,” or “our”). By placing an order, you acknowledge and agree to the terms below. This Policy is part of our Terms of Sale, which include a mandatory arbitration agreement and class-action waiver governing any disputes.
1. 30-Day Money-Back Guarantee
We want you and your pet to love your Pawsmas purchase. If you are not satisfied, contact help@pawsmas.com within 30 days of delivery to request a return for a full refund of the product amount paid.
Our 30-day guarantee applies to physical products purchased directly from Pawsmas, including sale items, discounted products, and promotional bundles such as buy one, get one free offers. Opening or reasonably trying the product does not void this guarantee.
The return process below applies. This guarantee takes precedence over any conflicting final-sale or promotional-item exclusion in our store policies and does not limit your statutory consumer rights.
2. Order Issues, Defects, or Damage
For damaged, defective, incorrect, or incomplete orders, please contact us as soon as possible, ideally within 7 days of delivery, so we can help with a replacement or refund. This does not reduce your 30-day money-back guarantee or statutory rights. Examples include:
• The item arrived damaged
• The item was defective upon arrival
• You received the incorrect item
• The shipment was missing items
To file a claim, you must provide:
1. Order number
2. Clear photos of the item and packaging
3. Description of the issue
We may request supporting information to assess a damage or defect claim. You can still request a return under our 30-day money-back guarantee.
3. Return Eligibility for Physical Products
To use the 30-day money-back guarantee, email help@pawsmas.com within 30 days of delivery with your order number. Our support team will provide return instructions and the return address.
To qualify:
• Return the product with all included parts. Reasonable use to try the product is allowed; damage caused by misuse is not covered.
• Use the original packaging where possible, or suitable protective packaging.
• You must obtain an RMA (Return Merchandise Authorization) from our support team before shipping anything back
Please contact us before sending a return so we can identify your order and provide the correct return address. For a full bundle refund, return all items in the bundle, including any free items.
Customer is responsible for all return shipping costs, unless the return is due to a verified error on our part.
4. Non-Returnable & Non-Refundable Items
The following items cannot be returned or refunded under any circumstances, except where prohibited by law:
• Opened or used consumable items (e.g., supplements, powders, food products)
• Apparel worn, washed, or showing signs of use
• Digital products, downloads, courses, or coaching sessions
• Subscription renewals or rebills
• Free + shipping items
Sale, promotional, discounted, and clearance physical products remain covered by our 30-day money-back guarantee. Free items included in a paid bundle are returned with that bundle and have no separate cash refund value.
• Items purchased through unauthorized sellers or resellers
This aligns with FTC and UCC standards permitting non-refundable categories when disclosed.
5. Subscription & Membership Billing (If Applicable)
By enrolling in a subscription, you agree to recurring charges at the interval disclosed during checkout.
To comply with ROSCA and the Negative Option Rule:
• Billing terms are presented clearly at checkout
• You must affirmatively consent to subscription billing
• You may cancel online anytime through your account or by emailing help@pawsmas.com
• Cancellation stops future billing, but past charges are non-refundable
If your subscription includes a free trial or promotional rate, it will convert to standard pricing unless you cancel before renewal.
6. Refund Processing Times
Approved refunds will be issued back to the original payment method within 5–10 business days.
Processing timelines may vary depending on your bank or payment provider.
The Company is not responsible for delays caused by third-party payment processors.
7. Chargebacks & Payment Disputes
Initiating a chargeback for issues covered under this Policy is considered a breach of the Terms of Sale.
We reserve the right to:
• Block future purchases
• Suspend customer accounts
• Provide all necessary documentation to dispute illegitimate chargebacks (order logs, IP data, consent records, delivery confirmation, etc.)
This aligns with the legal guidance requiring preservation of consent logs and transaction proofs.
8. Fraud Prevention & Abuse of Policy
We reserve the right to deny refunds or returns in cases of:
• Suspected fraud
• Excessive return attempts
• Shipping address mismatches
• Abuse of our policies or promotional offers
• Use inconsistent with product guidelines
The Company may block or restrict future purchases at its discretion.
9. Shipping & Risk of Loss
Risk of loss passes to the customer once the carrier marks the order as delivered.
Incorrect or incomplete shipping addresses provided by the customer are the customer’s responsibility.
Replacements or refunds for lost packages due to address errors are not guaranteed.
10. Governing Law, Arbitration & Class-Action Waiver
This Policy is governed by the Arbitration Agreement and Class-Action Waiver included in our Terms of Sale.
Any dispute relating to:
• Refunds
• Returns
• Subscriptions
• Product satisfaction
• Delivery issues
must be resolved through binding individual arbitration, not in court, and not through class or collective action.
Customers agree they will not sue individually or as part of any class proceeding.
This is structured to be enforceable under Supreme Court precedents and the guidance described in the legal manuals.
11. Updates to This Policy
We may update this Policy at any time to reflect operational, legal, or regulatory changes.
The version in effect at the time of your purchase governs your order.