Refund & Return Policy
Return and Refund Policy
Refund Policy
At Pawmed, your satisfaction matters. We want your experience to be smooth and stress-free. If something doesn't go as planned, we're here to help.
Email us anytime: help@trypawmed.com Policy window: 60 days from the delivery date (based on carrier tracking)
Order changes or cancellations
We start processing orders quickly, so if you need to change or cancel your order, email us as soon as possible at help@trypawmed.com. If your order has already been processed or shipped, we may not be able to make changes in time, and once an order ships it can no longer be canceled.
How it works: two pathways
Every request starts the same way, by emailing help@trypawmed.com with your order number and a clear photo showing the current condition of the product and its packaging. Our team then reviews your photo and directs you to the pathway that applies to your situation.
A) Sealed and unused product: return for refund
Only products that are still sealed, closed, and completely unused are eligible for a physical return.
To be approved, you must:
- Email help@trypawmed.com within 60 days of delivery and receive a written return authorization before shipping anything back
- Include a photo showing the product and its packaging still sealed and intact
- Return the item in its original condition with all parts and accessories included, and with any replacement heads still sealed in their original packaging
- Cover the return shipping costs, unless the return is due to our mistake or a confirmed defect
Returns sent without authorization may be refused, and any item that arrives opened or used will not qualify for a refund under this pathway.
B) Opened or used product: 60-Day Results-Based Guarantee
Once the seal is broken, the product can no longer be returned, and your request falls under our 60-day results-based guarantee instead. This guarantee covers eligible products purchased directly from trypawmed.com.
To request a guarantee review, email help@trypawmed.com within 60 days of delivery and include:
- Your order number
- A short video of the device powered on and running, showing the issue you are experiencing
- Photos of your dog's teeth before you started and after your most recent session, taken in similar lighting so the visible tartar can be compared
- A short description of how often you used the device and how long each session lasted
Our team reviews each case individually, and if your request is validated we will offer a resolution such as a refund, replacement, or store credit, depending on eligibility and the condition of the item. We may request additional supporting proof, and we may limit approvals to prevent abuse.
Note: Results vary by dog, by how much visible tartar has built up, and by how consistently the device is used.
Items that can't be returned
For hygiene, safety, and product-integrity reasons, the following are not eligible for a physical return:
- Any device or replacement head that has been opened or used
- Items with missing parts, heavy wear, damage, or signs of misuse
- Gift cards (if applicable)
- Final sale items (if clearly marked)
Damaged, defective, or incorrect orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at help@trypawmed.com with:
- Your order number
- A description of the issue
- Photos or video of the product, shipping box, and shipping label
We will resolve it promptly with a replacement or refund, as applicable.
Return shipping and fees
- Return shipping costs are not covered by Pawmed
- We strongly recommend using a trackable shipping service
- Shipping fees paid at checkout are non-refundable
Refund timelines
If a return is required, once your return is received and inspected we will email you with our decision. Approved refunds are issued back to your original payment method, and processing typically takes 3 to 10 business days depending on your bank or card issuer. If you don't see your refund after 10 business days, please contact us at help@trypawmed.com.