Refund policy

Return & Refund Policy

Last updated: September 17, 2026

At Paw House we stand behind every device we ship. If your Paw House Ultrasonic Plaque & Tartar Remover is not the right fit for you and your dog, you have 30 days from the delivery date to request a refund.

30-Day Money-Back Guarantee

You may request a return within 30 days of the date your order is delivered. To be eligible, the item must be returned in its original packaging with all included accessories (charging cable, scaler tips, wrench, and any bonus dental tools). We do accept gently used devices returned in working condition, because you need to actually try the device on your dog to know whether it works for you.

How to start a return

  1. Email trypawhouse@gmail.com with your order number and the reason for the return.
  2. Our team will reply within 24 hours with a Return Authorization (RA) number and the return address.
  3. Ship the item back to the address we provide, and include the RA number inside the package.
  4. Once we receive and inspect the item, we will email you to confirm your refund.

Returns sent back without an RA number cannot be processed, so please contact us first.

Return shipping costs

Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot issue a refund for a package that never reaches us. Original shipping charges, where applicable, are non-refundable.

If your item arrived damaged or defective, or we shipped you the wrong product, we cover return shipping in full and will send a replacement or a complete refund. Email us photos of the issue within 7 days of delivery and we will take care of it.

Refunds

Approved refunds are issued to your original payment method within 5 business days of us receiving the returned item. Depending on your bank or card issuer, it may take an additional 5 to 10 business days for the funds to appear on your statement. We will email you as soon as the refund is sent.

What we cannot refund

  • Requests made more than 30 days after delivery.
  • Items returned without their original packaging, or with accessories missing.
  • Items damaged through misuse, drops, disassembly, or use other than as directed in the included instructions.
  • Free gift items, unless they are returned together with the paid item they came with.
  • Gift cards.

Exchanges

If you would like to exchange your Starter Kit for a Complete Kit, or swap a defective unit for a new one, email us and we will arrange it directly rather than putting you through a return and a separate new order.

Cancellations

Orders can be cancelled for a full refund any time before they ship. Because we aim to ship within 48 hours, please email us as soon as possible after ordering. Once an order has been handed to the carrier it has to be handled as a return instead.

Damaged or lost packages

If tracking shows your order as delivered but you have not received it, or the package arrives visibly damaged, contact us within 7 days and we will open a claim with the carrier and make it right.

Questions

Email trypawhouse@gmail.com and a real person will get back to you within 24 hours.