Refund policy

Returns & Refund Policy

At GWOW! Pet Lab, we want you and your pet to have a great experience. If there is a problem with your order, we're here to help.

Return requests

You may request a return within 14 days of receiving your order.

To request a return, please contact our customer service team and provide:

  • Your order number
  • Your name and contact information
  • A description of the reason for the return
  • Photos or additional information, if applicable

Return eligibility

Returned products must be unused, unopened, and in their original condition and packaging, unless the product arrived damaged, defective, or incorrect.

If the SNIFFBALL has been opened or used, it is not eligible for a return, refund, or warranty, except where otherwise required by applicable law.

The customer is responsible for the cost of return shipping, unless the product received was incorrect, damaged, or defective, or applicable law requires otherwise.

Damaged, defective, or incorrect products

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible. We may request photos or additional information to review the issue and determine the appropriate solution.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to the original payment method whenever possible.

Original shipping costs are generally non-refundable, unless the return is due to an error by GWOW! Pet Lab, a damaged or defective product, or applicable law requires otherwise.

SNIFFBALL BETA and prototype products

The same Returns & Refund Policy applies to SNIFFBALL BETA, prototypes, and other experimental or limited-edition products, unless otherwise stated at the time of purchase.

International orders

This policy applies to customers in Colombia, the United States, Mexico, Brazil, and other available markets, except where local consumer protection laws require different terms or additional rights.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or waived under applicable law.