🐾 Healthy Paws Herbal Labs™

Return, Refund & Subscription Policy

Heart-first care, every step of the way.

At Healthy Paws Herbal Labs, we understand that caring for your pet is personal. Our commitment is to provide thoughtfully crafted Eastern herbal wellness formulas while maintaining fair, transparent policies that protect our customers, retail partners, and the integrity of every product we produce.

We appreciate your trust and ask that you review the following guidelines before requesting a return, refund, store credit, or subscription adjustment.

📦 1. Unopened Package Returns (Within 30 Days)

Customers may request a return for a refund within 30 calendar days of confirmed delivery, provided the order meets all of the following conditions:

• The original outer shipping envelope or shipping package remains completely unopened.

• The shipping package has not been unsealed, torn open, or otherwise accessed.

• All products remain in their original, sealed, unused condition.

• A return request is submitted within 30 days of delivery.

• The return is authorized by Healthy Paws Herbal Labs before shipment.

Important: Under our standard discretionary return policy, once the original outer shipping package has been opened, the order is no longer eligible for a refund to the original payment method, even if the individual product bottles remain sealed.

This policy helps maintain our product-handling standards and protects the integrity of our herbal wellness formulas.

How Returns Work

1. Contact our customer care team within 30 days of delivery and provide your order number.

2. Our team will review your request and confirm return eligibility.

3. If approved, a prepaid return shipping label will be emailed to you.

4. Ship the unopened package using the authorized return label.

5. Once the package is received and inspected, an eligible refund will be processed to the original payment method, excluding original shipping charges.

Please allow up to 10 business days after refund processing for the credit to appear on your statement, depending on your payment provider.

Returns sent without prior authorization may be refused.

💛 2. Opened Shipping Packages (Within 30 Days)

We understand that customers may open their shipping packages before deciding whether to keep their products.

If the original outer shipping envelope has been opened but the individual product bottles remain completely sealed, unused, and in their original condition, customers may request a store credit instead of a refund, within 30 calendar days of delivery.

Store Credit Guidelines

• Opened shipping packages are not eligible for refunds under our standard discretionary return policy.

• Eligible customers may receive store credit for the qualifying product purchase amount, excluding original shipping charges.

• All product bottles must remain sealed and unused.

• Our customer care team may request photographs to verify product condition.

• At our discretion, store credit may be issued without requiring the physical product to be returned.

• Store credit is valid toward future Healthy Paws Herbal Labs purchases and cannot be redeemed for cash.

• Store credits are not automatically issued and require approval.

A Thoughtful Alternative

If your pet no longer needs the product and the bottle remains sealed and unused, we encourage you to consider gifting it to a friend with a pet or donating it to a local animal rescue that is willing to accept it.

A little kindness can go a long way in supporting another pet's wellness journey.

💧 3. Opened or Used Products (Within 15 Days)

If you have tried a Healthy Paws Herbal Labs formula and have questions about your experience, please contact us within 15 calendar days of delivery.

We understand that every pet is unique. Our team is happy to provide general product information, review labeled serving instructions, and discuss appropriate next steps.

Because opened or used products cannot be returned to saleable inventory:

• We do not accept physical returns of opened or used bottles.

• Opened or used products are not eligible for standard refunds.

• Store credits are not automatically available for opened or used products.

• Courtesy accommodations may be considered individually at our discretion.

If your pet experiences an unexpected reaction or health concern, discontinue use and consult your veterinarian.

Retail Purchases: If your product was purchased through one of our authorized Pet Store Wellness Hubs, please contact the retailer directly regarding its return process.

🔄 4. Subscription Orders, Renewals & Cancellations

Healthy Paws Herbal Labs offers convenient subscription ordering for customers who prefer regular deliveries of their pet's wellness products.

By enrolling in a subscription, customers authorize recurring orders and payments according to the frequency and terms selected during checkout.

Upcoming Subscription Reminders

Our subscription service is managed through Recharge, which supports advance email notifications before scheduled recurring orders.

These reminders allow customers to review their upcoming shipments and access available subscription-management options, including:

• Skipping an upcoming shipment

• Rescheduling the next delivery

• Adjusting the shipment frequency

• Updating subscription information

• Canceling future subscription renewals

Notification timing is based on our active Recharge settings. Customers can also review upcoming order dates directly through their subscription accounts.

Managing Your Subscription

Customers may manage or cancel future subscription renewals at any time through the available online cancellation process.

To prevent an upcoming recurring charge, changes should be completed before the scheduled processing date.

Once a subscription order has been processed and charged, canceling the subscription does not automatically cancel or refund that order.

Subscription Orders Not Yet Shipped

If a recurring order has been processed but has not yet shipped, please contact our customer care team immediately.

We will make reasonable efforts to stop fulfillment and cancel the order when operationally possible.

If the order is successfully canceled before shipment, the applicable payment will be refunded.

Subscription Orders Already Shipped

Once a subscription order has shipped, it is subject to the same return conditions as individual purchases:

• Within 30 days, original shipping package unopened: Eligible for an authorized return and refund.

• Within 30 days, shipping package opened but bottles sealed and unused: May qualify for store credit.

• Opened or used bottles: Not eligible for standard product returns or automatic refunds.

• Beyond 30 days: Not eligible for standard discretionary refunds or store credits.

Missed Subscription Reminders

We encourage customers to review their subscription schedules and manage upcoming orders before the scheduled processing date.

Forgetting to skip an order, overlooking a reminder, or deciding that a recurring shipment is no longer needed does not automatically qualify a processed shipment for a refund.

Customers remain responsible for managing their subscription preferences, subject to applicable consumer protection laws.

Important: Canceling a subscription stops future renewals but does not automatically cancel orders that have already been processed or shipped.

Subscription cancellation is available independently of any refund or return request.

🏬 5. Wholesale & Retail Store Return Policy

Pet Store Wellness Hubs

We value our retail partners and are committed to supporting their businesses through a fair, consistent return and replacement process.

Customer Returns to Retail Stores: One-Action Replacement Policy

When a customer returns a qualifying Healthy Paws Herbal Labs product to an authorized retail partner, we will provide one replacement bottle of the same SKU, added to the retailer's next order.

This replacement serves as the full product credit for the approved return.

Duplicate credits, replacements, or reimbursements will not be issued for the same returned item.

Expired Products: One-Time Courtesy Exchange

Healthy Paws Herbal Labs offers a one-time courtesy exchange for expired inventory at each authorized retail location.

To request an exchange:

1. Send photographs identifying the expired bottles and their expiration dates.

2. Our team will review the request.

3. Approved replacement bottles of the same SKU will be included in the retailer's next order.

This courtesy exchange is available once per retail location.

Products Approaching Expiration

We encourage our retail partners to proactively discount and promote inventory approaching expiration, generally within 60 to 90 days.

This helps support responsible inventory rotation, minimize waste, and provide additional value to customers.

Damaged, Defective, or Mispacked Wholesale Shipments

If your wholesale shipment contains damaged products, leaking bottles, incorrect SKUs, or missing items, please contact us within 7 calendar days of delivery whenever possible.

Please include:

• Your store name and order number

• A description of the issue

• Photographs when available

Approved claims will be resolved through replacement products, appropriate store credit, or another suitable remedy.

📬 6. Lost, Missing, or Undelivered Packages

Healthy Paws Herbal Labs ships orders through carriers such as USPS, UPS, and FedEx, with tracking information provided whenever available.

If carrier tracking indicates that an order has been delivered but the package cannot be located, please contact us within 72 hours of the reported delivery whenever possible.

Our customer care team will review the available tracking information and assist with a carrier investigation.

Where appropriate, a one-time courtesy replacement may be offered.

Repeated or conflicting delivery claims may require additional verification before further accommodations are approved.

This section does not limit remedies required by applicable law.

⚠️ 7. Incorrect, Damaged, or Defective Products

If you receive an incorrect, damaged, leaking, or potentially defective product, please contact our customer care team promptly.

Please provide your order number, a description of the issue, and photographs when available.

These situations are reviewed separately from our standard discretionary return policy.

Depending on the circumstances, we may provide a replacement, refund, store credit, or another appropriate resolution.

Customers are not required to accept store credit instead of any refund or remedy required by applicable law.

📋 8. General Return & Refund Conditions

To ensure fairness and consistency, the following conditions apply:

• The 30-day return window begins on the carrier-confirmed delivery date.

• Return requests must be submitted within the applicable eligibility period.

• Returns require prior authorization from Healthy Paws Herbal Labs.

• Original shipping charges are nonrefundable for standard discretionary returns.

• Eligible refunds are issued to the original payment method.

• Store credits cannot be redeemed for cash.

• Our customer care team may request photographs or other reasonable documentation when reviewing a claim.

• Unauthorized returns may be refused.

• Courtesy exceptions are reviewed individually and do not establish a precedent for future returns.

• Nothing in this policy limits rights or remedies available under applicable federal or state law.

Policy Effective Date: [Insert Date]

This policy applies to purchases made on or after its effective date. Earlier purchases remain subject to the return terms applicable at the time of purchase and any legally required protections.

💛 Our Commitment to You

Healthy Paws Herbal Labs was founded on a simple belief: pets deserve thoughtful care, and the people who love them deserve honesty, compassion, and respect.

Our policies help us maintain the quality and integrity of our products, operate responsibly, and continue supporting the pets and families who trust us.

Thank you for choosing Healthy Paws Herbal Labs to be part of your pet's everyday wellness journey.

Healthy Paws Herbal Labs™

Eastern Pet Wellness • For Dogs & Cats