Refund policy

Paw Pro Supply is committed to providing our retail partners with clear and professional procedures for returns and exchanges.

Inspection Upon Delivery

All shipments must be inspected upon delivery. Customers are responsible for verifying quantities, condition, and accuracy at the time of receipt.

Reporting Damages or Errors

Visible damages, shortages, or order inaccuracies must be reported within 7 days of delivery, including the order number and supporting photos where applicable.Concealed defects — including products that fail upon first use or are damaged inside sealed packaging — must be reported within 30 days of delivery.Claims submitted after these periods may not be eligible for credit or replacement. All claims should be directed to sales@pawprosupply.com.

Defective Products

Defective-on-arrival products and verified failures occurring within normal use are credited or replaced upon photo confirmation, subject to brand warranty terms where applicable. Paw Pro Supply will coordinate with the manufacturer where necessary and communicate timelines to the Customer.

Return Authorization & Documentation

All returns require prior written approval from Paw Pro Supply. Unauthorized returns may be refused and ineligible for credit.All approved returns require a completed Return/Exchange Form, signed and authorized by Paw Pro Supply. Customers may either email a copy of the form along with proof of purchase or include the form with the products at the time of pickup (region delivery day).

Eligibility

Returns are assessed on a case-by-case basis. Products must be in original condition, unused, and in original packaging unless the return is due to damage or shipping error. Clearance items, discontinued products, special orders, and seasonal merchandise may be non-returnable unless explicitly approved in writing.Buy-back of unsold inventory is not provided unless agreed to in a separate written program.

Credits and Refunds

Approved returns are issued as store credit by default. Credits may be applied to outstanding invoices upon request. Store credits are non-transferable and cannot be redeemed for cash.

Shipping Costs

Shipping costs are non-refundable unless the return is the result of an error or damage caused by Paw Pro Supply. Approved return shipping instructions will be communicated at the time of authorization.

Title and Ownership of Goods

Products remain the property of Paw Pro Supply until payment is received in full. Returns or credits will not be issued for unpaid orders.

Contact

For questions regarding this policy, please contact: Paw Pro Supply 33 Kenmore Ave, Stoney Creek, ON sales@pawprosupply.com