Refund policy
PlumPaw™ Refund & Return Policy
Last updated: April 27, 2026
At PlumPaw, we stand behind every product we ship. We want you and your little one to love your PlumPaw — and if something isn't right, we're here to help.
60-Day Warranty
Every PlumPaw is covered by a 60-day warranty from the date of delivery. This warranty covers manufacturing defects and faulty motor components when the product is used as intended.
The warranty does not cover:
- Normal wear and tear
- Damage from misuse, drops, water exposure beyond spot-cleaning, or improper washing
- Loss or theft after delivery
- Cosmetic wear (minor pilling, fabric fading, etc.)
- Issues caused by failure to remove the motor before washing
Refunds & Returns
We accept return requests within 60 days of your delivery date.
To qualify for a refund, the following conditions must be met:
- The item must be returned in its original condition — clean, undamaged, and with all original components (motor, remote, packaging, accessories).
- You must contact us at hello@plumpaw.com before returning your item to receive a Return Authorization. Returns sent without prior approval will not be accepted.
- The customer is responsible for all return shipping costs. We strongly recommend using a tracked and insured shipping method, as we cannot be held responsible for items lost or damaged in transit.
- Once we receive and inspect the returned item, your refund will be processed to the original payment method within 5–10 business days.
Non-Refundable Items
The following are final sale and not eligible for refund:
- Items returned after the 60-day window
- Items returned without prior authorization
- Items returned damaged, soiled, or missing components
- Free promotional gifts and digital products (eBooks, guides)
- Original shipping fees
Damaged or Defective Items
If your PlumPaw arrives damaged or develops a defect within the 60-day warranty period, contact us within 7 days of noticing the issue at hello@plumpaw.com with:
- Your order number
- A clear photo or video of the issue
- A short description of what happened
We'll review your case and, if approved, send a replacement or issue a refund at our discretion. In cases of confirmed manufacturer defect, return shipping may be covered by us — this is reviewed case by case.
Exchanges
We do not offer direct exchanges. If you'd like a different item, please return your original purchase for a refund (per the conditions above) and place a new order.
Cancellations
Orders can be cancelled within 2 Hours of purchase by emailing hello@plumpaw.com. After this window, your order enters processing and cannot be cancelled.
How to Start a Return
- Email us at hello@plumpaw.com with your order number and reason for return.
- Wait for your Return Authorization and return address (do not ship before receiving this).
- Pack the item securely in its original packaging.
- Ship the item to the address provided, using a tracked carrier of your choice.
- Email us your tracking number once shipped.
- Once received and inspected, your refund will be processed within 5–10 business days.
Contact Us
For any questions about this policy or to start a return:
Email: hello@plumpaw.com Response time: Within 24–48 hours, Monday–Friday