refund-return-policy

Puainta Return and Refund Policy (100% Satisfaction Guarantee)

Last Updated: January 13, 2026

We want you and your furry companion to be satisfied with your experience using Puainta products. If you are not satisfied with your purchase, we will do our best to provide a simple and transparent return and refund process.

1. Key Points Overview

· Within 30 days of delivery, if you are dissatisfied for any reason, you may contact customer service to request a refund or exchange (100% Satisfaction Guarantee).

· Refunds are issued to the original payment method. Once initiated, refunds are typically processed within 10 business days (actual posting time may vary by bank or payment provider).

· Original shipping and handling fees (if any) are generally non-refundable. Additional costs caused by our error (e.g., incorrect shipment, damage, missing items) will be reasonably covered by us.

· If we reasonably identify fraud or abuse, we may refuse or limit refund requests.

2. 100% Satisfaction Guarantee (Applies  to Opened or Used Products)

If you or your pet are not satisfied with a product’s quality, smell, suitability, or overall experience, please contact us within 30 days of delivery.

To help us process your request quickly, we may ask for:

· Order number

· Product photos (including remaining quantity)

· Batch information (if available)

· A brief description of the issue

In most cases, we do not require you to return used products. However, in certain situations (such as high-value orders, suspected anomalies, or quality review needs), we may request a return or additional information. If a return is required, we will provide clear instructions.

3. Standard Returns for Unopened and Unused Products

If the product remains unopened, unused, and in resalable condition, you may request a return and refund within 30 days of delivery. Please contact customer service before returning the item to obtain return instructions and authorization. Unauthorized returns may not be processed or may be delayed.

4. Product Issues (Damaged, Leaking, Incorrect, or Missing Items)

If the product you receive is damaged, leaking, incorrectly shipped, or missing items, please contact us within 7 days of receipt and provide clear photos and your order number. We will prioritize providing a replacement, exchange, or refund (your choice, subject to inventory and circumstances).

5. Refund Method and Processing Time

· Refunds are issued to the original payment method (credit card, debit card, or third-party payment processors).

· Once confirmed and initiated, refunds are typically processed within 10 business days. Actual posting time may vary by bank or payment provider.

· If discount codes or promotions were used, the refund amount is based on the actual amount paid.

6. Shipping Fees and Non-Refundable Situations

· Original shipping and handling fees (if any) are generally non-refundable.

· If a package is returned due to an incorrect address, failed delivery, or refusal to accept delivery, reshipping may require additional fees. If you request a refund, actual shipping/handling costs incurred (if any) may be deducted.

· Gift cards (if applicable) and clearly marked final sale/clearance items (if applicable) may not be eligible for refunds. Please refer to the product page for details.

7. Abuse Prevention and Fair Use

We offer the Satisfaction Guarantee to help customers try our products with confidence. If we reasonably believe there is fraud, resale, unusually frequent refund requests, false claims, or other abusive behavior, we may refuse refund requests or require additional verification.

8. FDA / Claims Disclaimer and Veterinary Advice Notice (Compliance)

· Our products are intended for daily pet care and nutritional support and are not intended to diagnose, treat, cure, or prevent any disease.

· Unless expressly identified as a prescription or drug product (if applicable), statements about our products have not been evaluated by the U.S. Food and Drug Administration (FDA).

· Any references to "improve," "relieve," "support," or "help" are general informational descriptions; results may vary based on individual pet differences, usage methods, and environmental factors.

· Website and product information is not veterinary advice. If your pet experiences persistent discomfort, worsening symptoms, or suspected allergies/infections, please consult a veterinarian promptly.

· Use products as directed. Avoid use on broken skin or sensitive areas (such as eyes or mouth) where applicable. If irritation or adverse reactions occur, discontinue use and consult a veterinarian.

9. Contact Us

Please submit your request using the following contact information, and we will assist you as soon as possible:

· Customer Service Email: service@puainta.com

· Billing / Notice Address: 134 Nebraska Avenue, Memphis, Tennessee 38106, United States

· Note: The return address will be provided in our customer service email or ticket response and may differ from the billing address.