Return & Refund Policy

Effective Date: October 1, 2026

At PawDX, we stand behind the quality and safety of every product we ship. Because many of our items are consumable health and wellness products, our return policy is structured differently depending on whether an item is unopened, opened, or arrived damaged or defective.

1. Unopened, Unused Products

If you change your mind or ordered by mistake, unopened and unused products may be returned within 30 days of delivery for a full refund or exchange.

• Items must be in original, unopened packaging.
• Proof of purchase (order number or receipt) is required.
• Refunds are issued to the original payment method within 3–5 business days of us receiving the returned item.

2. Opened Consumable Products (Final Sale)

For the safety and hygiene of all our members, the following items are considered final sale once opened and cannot be returned for a refund or exchange:

• Oral Powder Additive
• Oral Liquid Additive
• Dental Spray Gel
• Any other consumable, ingestible, or topically-applied product

This is standard practice across the pet supplement and wellness industry, where opened consumables cannot be resold or safely returned to inventory once the seal is broken.

3. PawDX Oral Health Test

Because the PawDX Oral Health Test is a single-use at-home diagnostic, it cannot be returned once used.

If you believe your test result was inaccurate, or you're unsatisfied with your testing experience, contact us at support@pawdxcare.com within 30 days of your test. We stand behind our diagnostic accuracy and will evaluate refund of the test cost (not the full order) on a case-by-case basis.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, this is always covered — regardless of whether the product would otherwise be final sale.

• Contact us at support@pawdxcare.com within 7 days of delivery with your order number and a photo of the damaged or incorrect item.
• We will issue a full refund or free replacement, your choice.
• In most cases, you will not be required to return the damaged item.
• Shipping costs for the replacement (if applicable) are covered by PawDX.

This applies to all products, including opened consumables and used diagnostic tests, if the damage or defect is the cause of the issue rather than normal use.

5. Membership Cancellation (Separate from Product Returns)

Canceling your PawDX Membership is separate from returning a product.

• Memberships may be canceled anytime through your account or by contacting support@pawdxcare.com.
• Cancellation takes effect at the end of your current billing cycle.
• No partial refunds are issued for the remainder of a billing cycle already in progress.
• Canceling your membership does not automatically initiate a return for previously shipped products — see Sections 1–4 above for product-specific return eligibility.

6. How to Start a Return

1. Email support@pawdxcare.com with your order number and reason for return.
2. We'll confirm eligibility and, if approved, provide a prepaid return shipping label (for unopened returns) or refund/replacement instructions (for damaged items).
3. Refunds are processed within 3–5 business days of approval or receipt of the returned item, whichever applies.

Quick Reference

Questions About This Policy?