Returns & Refund Policy
Refund Policy
At Pounce Pet Shop, we're committed to providing you with products that help your dog feel calmer, cleaner, and happier. We believe in the effectiveness of our products, and we recommend using them for a minimum of 14 days before considering a return. If you are not satisfied with your purchase for any reason after 14 days and within our 60-day money-back guarantee, please contact us at contact@pouncepetshop.com.
Cancellation Policy
Any changes or cancellations to an order must be made within 24 hours of placing the order. After this timeframe, we may not be able to accommodate your request, as the order will have already entered the processing phase. If you do cancel your order within 24 hours, we will process your refund within 7 business days.
60-Day Money-Back Guarantee
We're confident that our products work, and we encourage you to try them for a minimum of 14 days so you can experience the full benefits of Pounce Pet Shop. If you're still unhappy and wish to return your items, you may do so after 14 days, within the 60-day period covered by our money-back guarantee. Please note that shipping fees (if applicable) are not refundable.
To initiate a return, please get in touch with our support team by filling out the form on our Contact Us page, or email us directly at contact@pouncepetshop.com. To expedite your return, please provide your Order Number, or the Name and Email Address used to place the order.
Damaged Items
We take great care in packaging our products to prevent damage during shipping. We consider an item damaged if it has a defect or if the product is physically broken. Packaging damage that occurs during shipping — such as dented boxes — where the product inside is in good condition is not considered damage.
If your item arrives damaged, please let us know within 72 hours of delivery. To report a damaged item, email us at contact@pouncepetshop.com and include a clear photo of the damage. We will determine whether you are eligible for a replacement at no cost to you. We do not refund, replace, or accept returns for items damaged through normal use, wear and tear, or misuse.
Shipping and Delivery
While we strive to deliver your order in a timely manner, we cannot be held responsible for shipping or delivery delays outside of our control, including those caused by the courier, customs, or other factors that may occur during shipping. If you experience any problems with your delivery, please contact the courier directly for assistance. We are not responsible for any lost, stolen, or delayed packages.
Incorrect Shipping Address
It is the customer's responsibility to ensure the correct shipping address is used at checkout. If the address is incorrect and we are not notified within 24 hours of placing the order, you will not be entitled to a resend or a refund.
Please note that we reserve the right to modify this Refund Policy at any time, and it is the customer's responsibility to review the most recent version before purchasing and using our products. By purchasing and continuing to use Pounce Pet Shop products, customers indicate their acceptance of this Refund Policy.