Refund policy

We want you to be happy with your Proper Pet washable pad. There are three routes depending on what happened, and the one most people need is the first.

The Sixty Nights Guarantee (you used it)

Sixty days from delivery, for any reason, we refund what you paid for the pads. You do not send anything back. Because these are washable pads for pet accidents, a used pad cannot go to another home at any price, so posting it back would cost you a trip and cost us the shipping for something we would have to throw away. Keep it, pass it on, or dispose of it. Full terms at https://proper-pet.com/pages/guarantee

The guarantee covers one order, once. It does not cover a pad damaged by chewing, bleach or a hot dryer, and it does not refund the original shipping.

Unused and still sealed

Items still unused and in their original packaging can be returned within 30 days of delivery. Please include your order number. Return shipping is the customer's responsibility for a change of mind, and original shipping is non-refundable.

How to start a return or a claim

Email us at help@proper-pet.com with your order number and the item(s) concerned. We'll send you return instructions and, for defective or incorrect items, a prepaid return label.

Refunds

Refunds go to your original payment method within 5-10 business days: from approval for a guarantee claim, or from our receiving and inspecting a returned unused item.

Damaged or defective items

If your order arrives damaged or with a manufacturing defect, contact us within 14 days of delivery with photos of the issue and we'll arrange a free replacement or full refund, your choice. This is separate from the guarantee and faster.