Refund policy

The OmniPaw

RETURN & REFUND POLICY

Last updated: August 10, 2026

At The OmniPaw, we want every purchase to feel considered, straightforward, and dependable. If something isn’t right with your order, our Customer Care team is here to help.

30-Day Returns

Eligible products may be returned within 30 days of delivery.

To be eligible for a return, an item must generally:

  • Be in the same condition in which it was received
  • Be unused, unworn, and free from damage occurring after delivery
  • Include its original packaging, accessories, manuals, parts, and components, where applicable
  • Include proof of purchase or the original order number
  • Share photographs and/ or videos of the product

Please contact The OmniPaw before returning an item. Products returned without prior authorization or outside the requirements of this policy may not be accepted.

How to Start a Return

To request a return, contact The OmniPaw Customer Care at:

Email: care@theomnipaw.com

Please include:

  • Your full name
  • Order number
  • Product you wish to return
  • Reason for the return
  • Photographs, where relevant

If the return is approved, we will provide instructions regarding the next steps and applicable return destination.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a product that appears damaged, defective, incomplete, or different from what you ordered, contact The OmniPaw as soon as reasonably possible.

We may ask you to provide photographs or other information showing:

  • The product
  • The issue or damage
  • The packaging
  • The shipping label

Once the issue has been reviewed, The OmniPaw will determine the appropriate resolution, which may include a replacement, refund, or other remedy as applicable.

Products That May Not Be Eligible for Return

Certain products may be excluded from return for health, hygiene, safety, personalization, or other legitimate reasons.

This may include, where applicable:

  • Used pet hygiene or grooming products
  • Opened consumable products
  • Personalized or customized products
  • Gift cards
  • Products marked Final Sale
  • Products damaged through misuse, improper assembly, pet chewing, neglect, modification, or failure to follow product instructions

Any product-specific restrictions will be disclosed where appropriate.

Return Shipping

For returns resulting from a change of mind, preference, sizing selection, or another reason unrelated to a defect or error by The OmniPaw, the customer may be responsible for return shipping costs.

If we confirm that you received an incorrect, damaged, or defective product, The OmniPaw will provide instructions regarding the applicable return or replacement process.

Refunds

When an eligible return is received and inspected, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

After a refund has been processed by The OmniPaw, additional processing time may be required by your bank, card issuer, or payment provider.

Original shipping charges, where applicable, are generally non-refundable unless otherwise required by law or the return resulted from an error by The OmniPaw.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing, fulfillment, or shipment, we may no longer be able to modify or cancel it.

Pet-Damaged Products

Damage resulting from normal pet behavior, including chewing, scratching, biting, tearing, or other pet-related use, is not considered a manufacturing defect unless the circumstances indicate that the product itself was defective when supplied.

Customers should regularly inspect pet products for wear or damage and discontinue use when continued use may no longer be safe.

Your Legal Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any consumer right or remedy that cannot legally be excluded under applicable law.

For assistance, contact The OmniPaw Customer Care at care@theomnipaw.com.