Refund Policy
Refund & Return Policy
Last Updated: September 9, 2026
At PawPal, we want you to feel confident when purchasing PawPal Fence. If your product does not meet your expectations, arrives damaged, develops a qualifying defect, or encounters a shipping issue, this Refund & Return Policy explains the options available to you.
1. Scope of This Policy
1.1 Products Covered
This Refund & Return Policy (the “Policy”) applies to PawPal Fence products purchased directly through trypawpal.com.
Products purchased through third-party retailers, marketplaces, resellers, or unauthorized distributors are not covered by this Policy and must be returned according to the applicable seller's return policy.
By placing an order through trypawpal.com, you acknowledge that you have read and agree to the terms of this Policy.
2. 90-Day Money-Back Guarantee
2.1 Overview
We offer a 90-Day Money-Back Guarantee so you have enough time to receive, set up, and properly try your PawPal Fence at home.
If you are not satisfied with your purchase, you may contact us within 90 calendar days from the date your order is delivered, as confirmed by the carrier's tracking information.
2.2 Eligibility
To qualify for the 90-Day Money-Back Guarantee:
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The PawPal Fence must have been purchased directly from trypawpal.com.
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Your refund request must be submitted within 90 calendar days of the delivery date.
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You must contact our Customer Care team at:
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You must provide your order number and the email address used to place the order.
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The product and its included components must not show signs of intentional damage, misuse, unauthorized modification, or excessive damage unrelated to normal testing or use.
We may request photographs, videos, or additional information when necessary to help us understand the issue and process your request.
2.3 Return Requirement
For refunds under the 90-Day Money-Back Guarantee, PawPal may require the product to be returned before a refund is issued.
If a return is required, our Customer Care team will provide the applicable return instructions.
Please do not send a product back without contacting us first, as unauthorized returns may not be accepted or may delay your refund.
Unless the product is confirmed to be defective, damaged upon arrival, or materially different from what was ordered, the customer is responsible for return shipping costs.
2.4 Refund Processing
Once your return or refund request has been approved:
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Our Customer Care team will verify your order and delivery information.
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If a return is required, the refund will normally be processed after the returned product has been received and inspected.
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Approved refunds will be issued to the original payment method used for the purchase.
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Refunds are generally processed within 5–10 business days after approval.
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Your bank, credit card company, PayPal, or other payment provider may require additional time to post the refund to your account.
Original shipping charges are generally non-refundable unless the product was damaged, defective, incorrectly shipped, or materially different from what was ordered.
3. Order Cancellations
3.1 Orders That Have Not Shipped
If your order has not yet been processed or shipped, you may request cancellation by contacting:
If cancellation is still possible, we will cancel the order and issue a full refund to your original payment method.
3.2 Orders That Have Already Shipped
Once an order has been shipped or handed over to the carrier, we may no longer be able to cancel it.
In this situation, you may wait for the order to be delivered and then contact us regarding a return under this Policy.
4. Damaged, Defective, or Incorrect Products
If your PawPal Fence arrives:
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Damaged;
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Defective;
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Missing important components;
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Not functioning properly; or
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Materially different from the product you ordered,
please contact us at support@trypawpal.com as soon as possible.
To help us resolve the issue efficiently, we may ask you to provide:
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Your order number;
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A description of the issue;
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Photos of the product;
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Photos of the packaging; and/or
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A short video demonstrating the problem.
Once the issue has been confirmed, we may offer one of the following remedies depending on the circumstances:
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Troubleshooting assistance;
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Replacement of the affected component;
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Replacement of the product;
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Partial refund; or
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Full refund.
If we require a defective or incorrectly shipped product to be returned, PawPal will provide return instructions and will cover the applicable return shipping cost.
5. Products That Appear Not to Be Working Properly
PawPal Fence is an electronic GPS pet containment and training product.
Certain issues may be caused by setup, charging, pairing, GPS positioning, boundary configuration, collar placement, or incorrect operating settings rather than a hardware defect.
Before approving a defective-product claim, our support team may provide reasonable troubleshooting instructions.
We ask customers to cooperate with these troubleshooting steps so we can determine whether the issue can be resolved quickly or whether a replacement or refund is appropriate.
Troubleshooting does not reduce or extend your rights under this Policy or any applicable consumer protection law.
6. Shipping Issues and Non-Delivery
6.1 Tracking Delays
International and domestic shipments may occasionally experience delays because of customs processing, weather, carrier disruptions, holidays, address issues, or other circumstances outside our direct control.
A temporary lack of tracking updates does not necessarily mean the shipment has been lost.
If your tracking information has not updated for an extended period, please contact:
We will assist in checking the shipment status with the carrier.
6.2 Extended Transit
If an order remains in transit for more than 16 calendar days after shipment without confirmed delivery, please contact our Customer Care team.
After reviewing the tracking information and carrier status, we may provide an appropriate solution, which may include:
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A replacement shipment at no additional cost; or
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A refund of the affected order.
The appropriate resolution may depend on the carrier investigation and the circumstances of the shipment.
6.3 Lost Packages
If tracking information indicates that a shipment has been lost in transit, we will work with the carrier and provide an appropriate resolution.
Depending on the circumstances, PawPal may offer:
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A free replacement; or
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A refund.
6.4 Packages Marked as Delivered
If the carrier marks your package as delivered but you cannot locate it, please first:
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Check around your property;
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Check with household members;
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Check with neighbors or building management; and
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Contact the local delivery carrier.
If the package still cannot be located, contact us at support@trypawpal.com and we will review the situation with you.
Cases in which carrier tracking confirms delivery may require additional investigation before a refund or replacement can be approved.
7. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an address error, contact us immediately at:
We will make reasonable efforts to update the address before shipment, but we cannot guarantee that an address can be changed once the order has entered fulfillment or has been transferred to the carrier.
If an order is returned, lost, or undeliverable because an incorrect or incomplete address was provided by the customer, additional shipping charges may apply before the order can be reshipped.
8. Refused and Unclaimed Deliveries
If a package is refused, abandoned, or remains unclaimed and is returned to us, any approved refund may be reduced by shipping, return shipping, customs, handling, or carrier charges incurred as a result.
This does not apply where the package was refused because it was damaged, incorrectly shipped, or otherwise covered by applicable consumer protection laws.
9. Refund Requests After 90 Days
Refund requests made more than 90 calendar days after the confirmed delivery date are generally not eligible for the 90-Day Money-Back Guarantee.
However, if your request concerns a product defect, legal warranty right, or another issue protected by applicable consumer law, we will review your request according to those rights.
PawPal may also choose to provide assistance outside the standard refund period on a case-by-case basis.
Any discretionary exception does not create an obligation to provide the same exception in future cases.
10. European Union and European Economic Area Customers
10.1 Statutory Right of Withdrawal
Customers residing in the European Union or European Economic Area may have a statutory right to withdraw from an eligible distance purchase within 14 days after receiving the goods, subject to applicable consumer protection laws.
This statutory right exists independently from PawPal's commercial 90-Day Money-Back Guarantee.
10.2 Exercising the Right of Withdrawal
To exercise your statutory right of withdrawal, contact:
within the applicable withdrawal period and clearly state that you wish to withdraw from the purchase.
We will provide applicable return instructions.
10.3 Return Shipping
Where permitted by applicable law, customers exercising a change-of-mind statutory withdrawal may be responsible for the direct cost of returning the product.
If the product is defective, damaged, incorrectly supplied, or otherwise non-conforming, return shipping responsibilities will be handled according to applicable consumer law.
10.4 Statutory Rights
Nothing in this Policy limits any mandatory rights available to consumers under the laws of the country in which they reside.
Where local consumer protection law provides greater rights than this Policy, those statutory rights will apply.
11. United States Customers
Customers in the United States may have additional rights under applicable federal and state consumer protection laws.
Nothing in this Policy is intended to waive, exclude, or restrict any mandatory consumer rights that cannot legally be waived.
Where applicable law provides greater protection than this Policy, the applicable legal requirements will control.
12. Chargebacks and Payment Disputes
If you have a concern about an order, payment, shipment, or refund, we strongly encourage you to contact our Customer Care team before initiating a chargeback or payment dispute.
Email:
We will make reasonable efforts to resolve legitimate customer concerns directly.
If a chargeback or payment dispute has already been initiated, certain refund actions may need to be handled through the payment provider while the dispute remains open.
PawPal reserves the right to provide relevant transaction records, order information, tracking records, customer communications, and other supporting evidence to the payment processor or financial institution when responding to a payment dispute.
Fraudulent, abusive, or intentionally misleading refund or chargeback claims may be challenged where permitted by law.
13. Refund Abuse and Fraud
PawPal reserves the right to reject refund requests where there is reasonable evidence of:
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Fraud;
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Repeated refund abuse;
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Intentional product damage;
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False claims;
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Unauthorized resale;
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Manipulated evidence;
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Misrepresentation; or
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Other abusive activity.
Nothing in this section limits any mandatory consumer rights provided by applicable law.
14. Contact Information
For refunds, returns, damaged products, shipping issues, cancellations, or questions regarding this Policy, please contact:
PawPal Customer Care
Email: support@trypawpal.com
Website: trypawpal.com
We aim to respond to customer inquiries within 1–2 business days.
When contacting us, please include your order number whenever possible.
15. Changes to This Policy
PawPal may update or modify this Refund & Return Policy from time to time.
Any changes will become effective when the revised Policy is published on trypawpal.com.
Changes that materially reduce a customer's rights will not retroactively apply to orders placed before the effective date where prohibited by applicable law.
16. Governing Consumer Rights
This Policy should be interpreted together with any mandatory consumer protection laws that apply to the customer's place of residence.
Nothing in this Policy is intended to exclude or restrict any statutory right or remedy that cannot legally be excluded or restricted.