Refund policy

30-Day Return Policy (standard items)

At FreshPaw, we want you and your pet to be completely satisfied with your purchase. For items purchased at their standard individual price, you may request a return within 30 days of delivery.

To be eligible, the item must be unused, in its original condition, and in its original packaging. Please contact us at contact@freshpawee.com with your order number to initiate a return. Our team will provide you with the correct return address and instructions — parcels sent back without prior approval cannot be processed.

Promotional offers (Buy 1 Get 1 Free) — special conditions

Our cooling mats are currently sold under a Buy 1 Get 1 Free promotional offer: the second mat is included free of charge, and the two mats form a single, indivisible promotional set sold at a reduced overall price. Because you benefit from promotional pricing, these orders are not covered by our extended 30-day return policy and are subject to the following conditions instead:

  • Promotional bundles can only be returned within the statutory 14-day period after delivery, and only as a complete set: both mats, including the free one, must be returned together.
  • If either of the two mats has been opened, unsealed or used, the set is no longer complete and unused, and the return cannot be accepted. We are unable to resell opened pet items, and keeping or opening the free item cancels the conditions of the promotion.
  • Partial returns are not possible: we cannot accept one mat from a bundle, and no refund can be issued on a partial return.
  • Any refund is calculated on the price actually paid for the bundle, not the catalogue value of the individual items.
  • Return shipping for promotional bundles is organised and paid by the customer, via a tracked service, to the address provided by our team.

Return shipping

Return shipping costs are the responsibility of the customer, unless the item received is damaged or defective. We recommend a tracked service: items lost in return transit cannot be refunded.

Refund processing

Once we receive and inspect your return, we will process your refund within 5–7 business days to your original payment method. Original shipping costs are non-refundable.

Damaged or defective items

If you received a damaged, defective or incorrect item, please contact us within 48 hours of delivery with photos, and we will make it right at no additional cost — replacement or refund. In these cases, you never pay return costs. Your statutory rights are unaffected.

We reserve the right to refuse returns that do not meet the above conditions.