Refund policy

Refund & Returns Policy – EverPaw

Returns & Return Eligibility

EverPaw does not offer general returns or refunds for change of mind, customer ordering errors, incorrect size selection, ordering the wrong product, no longer needing the product, or deciding after purchase that the product is not suitable for your pet for reasons unrelated to a defect, incorrect description, or other issue covered by applicable consumer protection law.

Customers are responsible for carefully reviewing all product descriptions, sizing guides, measurements, specifications, compatibility information, and other product information before placing an order.

Where EverPaw voluntarily authorizes a return, the item must be new, unused, unopened where applicable, in its original condition, and in its complete original packaging.

The product must include all original packaging, labels, accessories, manuals, inserts, protective materials, and any other components originally supplied with the product.

Any voluntary return must first be authorized by EverPaw Support. Products sent back without prior authorization may not be accepted.

To request authorization, contact us at helpeverpaw@gmail.com.

These voluntary return restrictions do not limit any consumer rights or remedies that cannot legally be excluded under applicable law.

Change of Mind, Wrong Size & Customer Ordering Errors

EverPaw does not accept voluntary returns or provide refunds solely because:

- The customer changed their mind;

- The wrong size was ordered;

- The wrong product or variation was selected by the customer;

- The customer no longer wants or needs the product;

- The customer failed to review the sizing information or measurements before ordering; or

- The customer decides that the product is not suitable for their pet for reasons unrelated to a defect, incorrect description, or other failure covered by applicable consumer protection law.

Customers are responsible for selecting the appropriate product and size before completing their purchase.

This section does not affect any mandatory rights the customer may have if the product is defective, damaged, incorrect, materially different from its description, or otherwise fails to meet applicable consumer guarantees.

 

“EverPaw does not currently operate a return facility in every country we serve. Authorized returns may be required to be shipped to our designated international return facility. Depending on the order and return location, this facility may be located outside the customer's country of residence. Customers are responsible for return shipping costs for voluntary returns.”

Individual Results & Product Performance

EverPaw products are designed to help reduce a pet’s exposure to surrounding noise and provide greater comfort in noisy environments. However, individual results may vary depending on factors including the pet’s size, breed, head shape, fit, behavior, sensitivity to noise, surrounding environment, and the type and intensity of the sound.

EverPaw does not guarantee that the product will completely eliminate noise, prevent a pet from hearing or reacting to loud sounds, or produce a specific result for every animal.

A pet continuing to hear, notice, or react to certain sounds does not, by itself, mean that the product is defective or not functioning as intended.

Customers are responsible for selecting the appropriate size and ensuring that the product is properly fitted and used in accordance with the product information and instructions provided.

Dissatisfaction with individual results, personal preference, or the product not producing the exact outcome expected by the customer does not, by itself, qualify the product for a voluntary return or refund.

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot legally be excluded under applicable consumer protection law.

Hygiene & Pet-Used Products

For hygiene, health, and pet safety reasons, products that have been worn, fitted, tried on, or used by a pet are not eligible for voluntary return or refund.

Pet products that come into direct contact with a pet's skin, fur, ears, or mouth may be exposed to hair, odors, fleas, parasites, fungi, bacteria, cleaning products, or other contaminants.

Products that have been worn, fitted, used, washed, cleaned, altered, or otherwise handled in a way that prevents them from being resold as new are not eligible for voluntary return.

Products may also be ineligible for voluntary return if their original sealed packaging has been opened, torn, cut, removed, or otherwise compromised in a way that prevents the product from being resold as new.

Opening the outer shipping package alone does not necessarily constitute opening the product's original sealed packaging.

These restrictions apply to voluntary returns and do not limit mandatory consumer rights relating to defective, damaged, unsafe, incorrectly supplied, or otherwise legally non-compliant products.

Return Inspection

Authorization to send a product back does not constitute approval of a refund.

All returned products may be physically inspected upon receipt before a refund or other voluntary remedy is approved.

We reserve the right to reject a voluntary return if our inspection reasonably identifies:

- Signs of wear or use;

- Evidence that the product has been fitted or tried on a pet;

- Pet hair, odors, stains, dirt, or other contamination;

- Evidence of washing or cleaning;

- Damage, alteration, or modification not caused by EverPaw;

- Missing packaging, labels, accessories, inserts, manuals, protective materials, or components;

- Opened or damaged sealed product packaging that prevents resale as new; or

- Any other condition inconsistent with the product being new and unused.

The actual condition of the product received will be used to determine voluntary return eligibility.

This inspection process does not limit any mandatory rights available under applicable consumer protection law.

Return Shipping Costs

Where EverPaw voluntarily authorizes a return that is not related to an error by EverPaw, the customer is responsible for arranging and paying all return shipping costs.

Original shipping charges are non-refundable for voluntary returns where permitted by applicable law.

If a return is required because EverPaw supplied an incorrect product or because the product is defective or damaged in circumstances for which EverPaw is legally responsible, applicable consumer protection laws will determine responsibility for return shipping and other costs.

Refunds

Where a return is eligible for a refund, the product must first be received and inspected.

We will notify the customer after inspection whether the refund has been approved or rejected.

An authorization to return an item does not guarantee that a refund will subsequently be approved.

If approved, the refund will be issued to the original payment method. Processing times may vary depending on the customer's bank or payment provider.

Nothing in this section limits any refund or other remedy that must be provided under applicable consumer protection law.

Damaged, Defective, Missing or Incorrect Products

If you receive a product that is damaged, defective, incomplete, or different from the product you ordered, please contact helpeverpaw@gmail.com as soon as reasonably possible.

Please provide:

- Your order number;

- A description of the problem; and

- Clear photographs or videos showing the issue where reasonably possible.

We may request additional information reasonably necessary to investigate the claim.

Depending on the circumstances and applicable consumer protection law, an eligible claim may result in repair, replacement, partial refund, full refund, or another appropriate remedy.

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer protection law.

Order Cancellations

Orders are processed through our logistics system shortly after being placed.

Once an order has entered processing, we cannot guarantee that it can be modified or canceled.

Once an order has been shipped, it cannot be canceled as an order cancellation.

This does not limit any cancellation right that cannot legally be excluded under applicable law, including rights that may arise from certain shipping delays.

Failed Delivery & Customer Responsibility

Customers are responsible for providing a complete and accurate shipping address and for reasonably cooperating with the shipping carrier when necessary to complete delivery.

A delivery may be considered unsuccessful due to customer error where, for example, the customer:

- Provides an incorrect or incomplete shipping address;

- Fails to respond to reasonable carrier contact or delivery attempts;

- Fails to collect the package within the carrier's holding period; or

- Refuses delivery without prior authorization.

Where permitted by applicable law, EverPaw reserves the right to deduct reasonable costs actually incurred as a result of a customer-caused failed delivery from any refund that may otherwise be due.

These costs may include applicable original shipping charges, return shipping charges, carrier fees, storage charges, customs charges, handling expenses, and other reasonable directly related costs.

If the customer requests reshipment after the package is returned, the customer may be required to pay the applicable reshipping costs in advance.

Nothing in this section limits rights that cannot legally be excluded.

Processing, Shipping & Delivery Times

Orders generally require 1–3 business days for processing, followed by an estimated 6–9 business days for delivery.

Delivery times are estimates and may be affected by carrier operations, customs procedures, weather conditions, periods of high demand, and other circumstances outside EverPaw's reasonable control.

Tracking information may not update immediately at every stage of transportation.

Where applicable law requires EverPaw to notify a customer of a shipping delay, obtain consent to a revised shipping date, permit cancellation, or provide a refund, EverPaw will comply with those requirements.

Chargebacks & Payment Disputes

We encourage customers to contact EverPaw Support before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

If a payment dispute or chargeback is initiated, EverPaw reserves the right to provide relevant evidence to the payment processor, card issuer, bank, or other financial institution handling the dispute.

Such evidence may include order records, tracking information, proof of delivery, product information, applicable policies, customer communications, photographs, and other relevant documentation.

Initiating a payment dispute does not alter or eliminate any rights or obligations that either EverPaw or the customer may have under applicable law.

Delivered, Lost & Stolen Packages

All shipped orders are provided with tracking information where available.

If tracking indicates that a package has been delivered but the customer cannot locate it, the customer should contact EverPaw Support promptly so that the circumstances can be reviewed.

We may request that the customer check with household members, neighbors, the delivery location, building management, or the carrier and may assist with a carrier investigation where appropriate.

A carrier's delivery confirmation may be used as evidence that delivery occurred, but nothing in this section limits any rights or remedies that cannot legally be excluded under applicable law.

Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict, or modify any guarantee, warranty, right, or remedy that cannot legally be excluded under applicable consumer protection law.

If applicable law gives you rights regarding defective, damaged, unsafe, incorrectly described, incorrectly supplied, or otherwise non-compliant products, those rights apply regardless of EverPaw's voluntary return restrictions.

Contact

For questions regarding returns, refunds, shipping, or your order, contact:

Email: helpeverpaw@gmail.com