Refund Policy

1. 30-Day Money-Back Guarantee

1.1 Guarantee Period

PawPulse products come with a 30-day money-back guarantee from the date you receive your product (delivery date). If you are not satisfied with your PawPulse collar for any reason, you may return it for a full refund within 30 days.

1.2 What's Covered

During the 30-day guarantee period, you may return your product for a full refund if:

• You are not satisfied with the product's performance
• The product does not meet your expectations
• You change your mind about the purchase
• The product arrives defective or damaged

1.3 Return Conditions

To qualify for a refund, the product must be:

• Returned within 30 days of delivery
• In its original packaging (if possible)
• In reasonable condition (normal wear from testing is acceptable)
• Include all accessories and documentation

Note: We understand you need to test the collar on your dog. Minor wear from normal use during the 30-day period is expected and acceptable.

2. Pre-Order Cancellations

2.1 Before Product Ships

You may cancel your pre-order at any time before your product ships for a full refund. To cancel, contact us at hello@pawpulse.ai with your order number.

We will process your refund within 5-10 business days of your cancellation request.

2.2 After Product Ships

Once your product has shipped, you cannot cancel your order, but you can return it under our 30-day money-back guarantee (see Section 1).

2.3 Delivery Delays

If PawPulse experiences significant delays beyond our estimated spring 2027 delivery window, we will notify you proactively. You will have the option to:

• Keep your pre-order and wait for delivery
• Cancel your pre-order for a full refund

We define "significant delay" as a delay of more than 6 months beyond the estimated delivery date.

3. How to Request a Return or Refund

3.1 Contact Customer Support

To initiate a return or refund, email us at:

3.2 Return Shipping

Return shipping options:

• Defective/Damaged Products: We provide a prepaid return shipping label at no cost to you
• Change of Mind/Not Satisfied: You are responsible for return shipping costs
• We recommend using a trackable shipping method (FedEx, UPS, USPS with tracking)
• We are not responsible for products lost or damaged during return shipment

3.3 Return Address

We will provide a return shipping address when you contact us to initiate a return. Do not send products to our business mailing address.

4. Refund Processing

4.1 Inspection and Approval

Once we receive your returned product, we will inspect it within 5 business days and notify you of the approval or rejection of your refund.

4.2 Refund Timeline

If your return is approved:

• Refunds are processed within 5-10 business days
• Refunds are issued to the original payment method (credit card, debit card, etc.)
• Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear in your account

4.3 Partial Refunds

In certain situations, only partial refunds may be granted:

• Product shows obvious signs of damage, misuse, or excessive wear beyond normal testing
• Product is returned without original accessories or packaging
• Product is returned more than 30 days after delivery (refund at our discretion)

5. What's NOT Refundable

The following items are non-refundable:

• Subscription Fees: Monthly or annual subscription fees already incurred (unused months will be refunded)
• Shipping Costs: Original shipping costs (unless product arrived defective/damaged)
• Gift Cards or Promotional Discounts: Any promotional value or gift cards used in the purchase
• Products Outside 30-Day Window: Products returned more than 30 days after delivery (warranty repair only, see Terms & Conditions)

6. Exchanges

We do not currently offer direct product exchanges. If you need a replacement product (e.g., different size collar), please return your current product for a refund and place a new order.

Exception: If your product is defective or damaged on arrival, we will ship a replacement at no cost to you. Contact us immediately upon receiving a defective product.

7. Warranty vs. Refund

Important distinction:

• 0-30 Days After Delivery: You may return for a full refund (no questions asked)
• 31 Days - 1 Year After Delivery: Product is covered by our 1-year limited warranty (repair or replacement, not refund). See our Terms & Conditions for warranty details.

If your product develops a defect within the first 30 days, you can choose between:

1. Returning for a full refund (under 30-day guarantee)
2. Requesting a warranty replacement (under 1-year warranty)

8. Subscription Refunds

8.1 Monthly Subscriptions

Monthly subscription fees are non-refundable once the billing period begins. You may cancel your subscription at any time, and you will retain access until the end of your current billing period.

9. Failed Delivery or Lost Shipments

If your product does not arrive or is lost in transit:

• Contact us within 30 days of the expected delivery date
• We will investigate with the shipping carrier
• If the package is confirmed lost, we will ship a replacement at no cost or issue a full refund (your choice)

Note: We are not responsible for delivery delays or failures caused by incorrect shipping addresses you provided. Please double-check your shipping information when placing an order.

10. Changes to This Refund Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a new "Effective Date." Material changes will be communicated via email to customers with active pre-orders or subscriptions.

This Refund Policy applies to all orders placed on or after the Effective Date shown above. Changes do not apply retroactively to pre-orders placed before the update.

11. Contact Us

If you have questions about returns, refunds, or this Refund Policy, please contact us:

For warranty claims or technical support, see our Terms & Conditions. For privacy-related questions, see our Privacy Policy.