Refund policy
Our 90-Day Money-Back Guarantee
We want you and your pet to love your RoamPaw collar. If you are not completely satisfied, you can request a full refund within 90 days of the date you receive your order. You do not need to give us a reason, and your pet is welcome to try and use the collar during this period. This guarantee applies to customers worldwide.
How to Start a Return
- Email us at flagmusic9@gmail.com within 90 days of delivery, including your order number.
- We will reply within 2 business days with the return address and instructions. Please do not send items back without contacting us first, as returns sent to the wrong address cannot be processed.
- Ship the item back within 14 days of receiving our instructions. We recommend using a trackable shipping service.
Condition of Returned Items
Please return the collar with all its parts (padded collar, protective hoop and adjustable harness). Because our guarantee lets your pet try the product, normal use is accepted. We may decline or reduce a refund only if the item has been intentionally damaged or returned incomplete.
Return Shipping Costs
- If the item arrived damaged, defective or incorrect, return shipping is free, or we may refund or replace it without asking you to send it back.
- For all other returns, the customer is responsible for return shipping costs.
Refunds
Once we receive your return, we will issue a refund within 10 business days to your original payment method. Your refund will include the full price of the product and any original shipping fee you paid. Your bank or payment provider may need additional time to post the refund.
Damaged, Defective or Wrong Items
Please inspect your order when it arrives. If your item is damaged, defective or not what you ordered, email us within 30 days of delivery with your order number and a photo of the issue. We will send you a free replacement or a full refund, at your choice.
Order Cancellations
You can cancel your order free of charge at any time before it ships by emailing us. If your order has already shipped, please follow the return process above.
Exchanges
The RoamPaw collar comes in a single size and model, so we do not offer exchanges. If you are not satisfied, simply request a refund under our 90-day guarantee.
Late or Missing Refunds
If you have not received your refund within 10 business days after we confirmed it, please check with your bank first, then contact us at flagmusic9@gmail.com.
Your Legal Rights
This policy is in addition to, and does not limit, any rights you have under the consumer protection laws of your country.
European Union and United Kingdom: If you are a consumer in the EU or the UK, you also have a statutory right to cancel your order within 14 days of receiving it without giving a reason. We will refund you within 14 days of being informed of your cancellation, although we may wait until we receive the goods back or proof that you have returned them. You also keep your legal rights if the goods are faulty or not as described.
Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
New Zealand: Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Contact
For returns, refunds, cancellations or questions, email us at flagmusic9@gmail.com.