Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase. 

 

Opened food items
We understand that every pup has their own preferences. If your dog did not enjoy the treats, opened items may be eligible for return provided at least 75% of the product remains unused in each individual bag.

For food safety and quality assurance reasons, we may ask for photos of the remaining product and packaging instead of requiring the item to be shipped back. Items that are excessively consumed, altered, contaminated, or improperly stored after delivery are not eligible for return.

This return policy applies to bundled products on the same terms as individual items, unless a bundle is specifically marked as a final sale item, in which case it is non-returnable per the Exceptions section below.

Return condition review & restocking fee
All returns are subject to inspection upon receipt or review, which typically takes up to 5 business days from when we receive your returned item or your submitted photos. We'll notify you of the approval decision once this review is complete. If a return does not meet the eligibility requirements outlined above, a $10 restocking fee may be deducted from the approved refund or store credit to cover processing, inspection, and food safety handling costs.

To start a return you can contact us. Alternatively, you can begin the return process through your online account with Pawvanti at account.pawvanti.com.

If your return is accepted, we’ll provide instructions on next steps, including a prepaid return shipping label at no cost to you for eligible returns. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at here.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will promptly evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Due to food safety regulations, products that do not meet the return criteria outlined above may not be eligible for return or refund. Please reach out if you have questions about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

International Returns
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, as required by EU law. Items must be in the same condition that you received them, unused, and in their original packaging, along with receipt or proof of purchase.

For all international orders, including EU orders, we generally do not require the physical product to be shipped back to us. Many countries restrict or prohibit the import of returned food products for agricultural and customs reasons, so eligible international returns are instead processed using the same photo-based verification described above for opened food items.

Any customs duties, taxes, or import fees paid on the original order are non-refundable, as these are collected by the destination country's customs authority rather than by Pawvanti and are separate from your product refund.

 

Wholesale purchases
Wholesale purchases are governed exclusively by the Pawvanti Wholesale Terms Agreement in effect at the time of purchase. Retail return policy terms do not apply to wholesale orders. Please refer to your Wholesale Terms Agreement or contact us for applicable terms.

 

Refunds
We’ll notify you once we’ve received and reviewed your return request and let you know if the refund is approved. If approved, you may choose either a refund to your original payment method or store credit for the returned item(s).

Refunds apply to the product price only. Original shipping and handling charges paid at checkout are non-refundable, except when the return is due to our error, a defective product, or an incorrect item received, in which case original shipping charges will also be refunded.

Refunds to the original payment method will be processed within 10 business days after approval. Please note that it can take additional time for your bank or credit card company to process and post the refund. Store credit, if selected, will be issued electronically and made available immediately upon approval.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.