Terms and Conditions

30-Day Money-Back Guarantee and Returns

We are confident that you and your pet will love our products. However, if for any reason you are not completely satisfied with your purchase, we offer a 30-day money-back guarantee.

Eligibility for Returns:

  • Products must be returned within 30 days from the date of purchase.
  • Items must be unused, in the original packaging, and in the same condition that you received them.
  • Proof of purchase (receipt or order number) is required for all returns.

Return Process:

  1. Contact Us: Email our customer service team at support@softpetpaws.com to initiate a return. Please include your order number and reason for return.
  2. Receive Return Authorization: Our team will provide you with a return authorization number and instructions on where to send your return.
  3. Ship Your Return: Pack the item securely and ship it to the address provided. You are responsible for paying the shipping costs for returning your item.
  4. Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Non-Returnable Items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Exchanges: If you need to exchange an item for the same product, contact us at support@softpetpaws.com for assistance.

Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at support@softpetpaws.com with details and a photo of the damage or defect. We will arrange for a replacement or refund.

1-Year Extended Warranty

We offer an optional 1-year extended warranty for additional peace of mind. This warranty covers any defects in materials or workmanship under normal use during the warranty period.

Eligibility for Extended Warranty:

  • The extended warranty must be purchased at the time of product purchase or within 30 days of the original purchase date.
  • Proof of purchase (receipt or order number) is required for all warranty claims.

Coverage:

  • The extended warranty covers manufacturing defects and failures under normal use.
  • This warranty does not cover damage caused by accident, misuse, abuse, or unauthorized modifications.

Warranty Claim Process:

  1. Contact Us: Email our customer service team at support@softpetpaws.com to initiate a warranty claim. Please include your order number, details of the issue, and photos if applicable.
  2. Receive Warranty Authorization: Our team will provide you with a warranty authorization number and instructions on the next steps.
  3. Inspection and Resolution: We may require you to send the product back for inspection. If the product is found to be defective, we will repair or replace it at no additional cost to you. If the product cannot be repaired or replaced, we will issue a refund.

Limitations:

  • The warranty is non-transferable and applies only to the original purchaser.
  • The warranty does not cover any damage resulting from improper use or maintenance.
  • Upon replacement of the product, the extended warranty is void and will not apply to the new product.

Exclusions:

  • Normal wear and tear
  • Damage due to external causes such as accidents, abuse, or misuse
  • Products that have been modified without the approval of SoftPetPaws

We are committed to providing high-quality products and excellent customer service. If you have any questions or need assistance, please do not hesitate to contact us at support@softpetpaws.com .