Refunds
At The Dogtor., our customers' satisfaction and the well-being of their pets are our top priority. If you are not entirely satisfied with your purchase, we offer a clear and fair refund policy.
This policy applies to all products purchased on our website www.thedogtor.store.
Article 1 – Refund Window
1.1 30-Day Satisfaction Guarantee
You have thirty (30) calendar days from the date of receipt of your order to request a refund.After this period, no refund request can be accepted, except in the cases provided for in Article 3 (defective products).
1.2 Reference Date
The date of receipt corresponds to the delivery date indicated by the carrier. In the event of a dispute regarding this date, the carrier's tracking record shall prevail.
Article 2 – Refund Conditions
2.1 Products Eligible for Refund
The following products are eligible for a full refund:Unopened products in their original sealed packaging and in perfect condition.Products received damaged, defective, or not conforming to the order (see Article 3).Order errors attributable to Pawsitive (wrong product, incorrect quantity).
2.2 Products Not Eligible for Refund
For hygiene and food safety reasons related to the nature of our animal dietary supplements, the following products cannot be refunded:
Products whose packaging has been opened or whose safety seal has been broken (except in the case of a proven defect – see Article 3).
Partially consumed products (except under the specific guarantee provided in Article 2.3).
Products returned after the 30-day period.
Products whose expiration date has passed at the time of the return request.
Gift cards and promotional products marked as "final sale."
2.3 Animal Welfare Guarantee
Because we stand behind our products, if your pet experiences an adverse reaction or intolerance to one of our dietary supplements, you may request a refund even if the product has been opened or partially used, provided that:
You contact us within 30 days of receipt. You provide a description of the reaction observed in your pet.
You return the remaining product (even if partially used) in its original packaging.This guarantee is limited to one (1) refund per product per customer.
Article 3 – Defective, Damaged, or Non-Conforming Products
3.1 Reporting
If you receive a defective product, a product damaged in transit, or a product that does not match your order, you must notify us within forty-eight (48) hours of receipt by contacting hello@thedogtor.store.
Please include the following with your report:Your order number.
Photos of the product and packaging showing the defect or damage.A description of the issue.
3.2 Resolution
After review, The Dogtor. will offer you the choice of:A free replacement of the identical product.
A full refund of the product concerned, including initial shipping costs.Return shipping costs for defective or non-conforming products are entirely covered by Pawsitive. A prepaid return label will be sent to you by email.
3.3 Product Recall
In the event of a product recall initiated by The Dogtor. or mandated by a competent authority, a full refund will automatically be offered to all affected customers, with no time limit or condition regarding the state of the product.
Article 4 – Refund Request Process
To initiate a refund request, please follow these steps:
Send an email to hello@thedogtor.store with the subject line "Refund Request."Include your order number, the product(s) concerned, and the reason for your request.
Our team will respond within 48 business hours with return instructions, if applicable.
Ship the product(s) according to the instructions received, within seven (7) days.
Once the return is received and verified, the refund will be processed.
Keep your return shipping receipt until the refund is confirmed.
Article 5 – Refund Details5.1 Refund Method
Refunds are issued to the original payment method used at the time of purchase (credit card, PayPal, etc.). No refunds will be made in cash, by check, or to a different payment method.
5.2 Refund Timeframe
Refunds are processed within fourteen (14) business days of Pawsitive receiving the returned product, or following the approval of the request if no return is required.The time for the refund to appear on your bank statement may vary depending on your financial institution (generally 5 to 10 additional business days).
5.3 Refund Amount
Full refund (product price + original shipping costs): applies in cases of Pawsitive error, defective product, or product recall.
Product-only refund (product price excluding shipping): applies in all other eligible return cases.Return shipping costs are the customer's responsibility, except in cases of a defective product, Pawsitive error, or product recall.
Article 6 – Exchanges
Direct product exchanges are not offered. If you would like a different product, we invite you to submit a refund request and then place a new order.
Article 7 – Subscriptions
If you have subscribed to one of our products:
Cancellation: you may cancel your subscription at any time from your customer account or by contacting hello@thedogtor.store. Cancellation takes effect before the next renewal date.
Refund: deliveries already shipped are subject to this refund policy. Deliveries not yet shipped at the time of cancellation are automatically cancelled at no charge.
Next delivery: if your cancellation request is submitted less than 48 hours before the renewal date, the next delivery may have already been processed. You may then request a refund under the conditions described above.
Article 8 – Promotional Codes and Special Offers
In the event of a refund on an order that used a promotional code:
The refund applies to the amount actually paid by the customer (after the discount).
The promotional code used will not be reissued, unless Pawsitive decides otherwise."Buy X, get Y free" offers require the return of all products included in the offer to receive a full refund.
Article 9 – Abuse and Fraud
The Dogtor. reserves the right to refuse a refund or limit returns if abusive or fraudulent behavior is detected, including:
Repeated and systematic refund requests on opened products.
Return of substituted, altered, or emptied products.
Use of false identities or incorrect information.In the event of proven fraud, Pawsitive reserves the right to suspend the customer account and pursue all necessary legal action.
Article 10 – International Orders
For orders delivered outside the United States:
The refund policy remains the same.International return shipping costs are the customer's responsibility, except in cases of a defective product or Pawsitive error.
Any customs duties and import taxes paid by the customer are not refunded by Pawsitive. The customer must contact their customs authority to request reimbursement.
Refund timeframes may be extended due to international postal delays.
Article 11 – Payment Disputes (Chargebacks)
We encourage you to contact us directly at hello@thedogtor.store before initiating a chargeback with your bank. Our team is committed to handling your request promptly and fairly.
Chargebacks initiated without prior contact with our customer service may result in the suspension of the customer account concerned.
Article 12 – Policy Changes
Pawsitive reserves the right to modify this Refund Policy at any time. Changes take effect upon publication on the Site. Orders placed prior to any modification remain subject to the policy in force at the time of purchase.
Article 13 – Contact
For any questions or requests related to a refund:
Email: hello@thedogtor.store
Website: www.thedogtor.store
Our team is available Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time, EST/EDT). We are committed to responding to all requests within 48 business hours.
