30-Day Guarantee

Refund Policy

Last updated: November 3, 2026

Our 30-Day Money-Back Guarantee

We want every Thrive Pet customer to order with confidence. If you’re not happy with your product for any reason, send it back to us within the guarantee window and we’ll refund you.

You can request a refund any time within 30 days of the date your order is marked as delivered. Requests made after day 30 aren’t covered by this guarantee, unless this policy or the law says otherwise.

Your product can be opened, used, partly used or unopened. To get a refund, you need to send it back to our returns warehouse, and you pay for return shipping. We issue your refund once your return arrives. This applies to every return we accept, whether you’re using the guarantee or you’ve just changed your mind.

How It Works

1. Request your return within 30 days of delivery.
Email support@thrivepet.shop with your order number (or the name and email on the order), which product it’s about, and a short note on your experience. We may ask a few follow-up questions to confirm the order. We’ll then send you return instructions and the return address.

2. Send the product back at your own cost.
Pack every item from the order, whether it’s opened or unopened, used or unused. Ship it to the address in your instructions with a tracked service, keep your postage receipt and send us the tracking number. You must post your return within 14 days of getting your instructions. We don’t cover return postage or provide prepaid labels.

3. We receive your return and refund you.
Once your return reaches our warehouse and we match it to your order, we refund your original payment method within 10 business days. We can only refund returns that actually reach us. If a return is lost, undelivered or sent to the wrong address, we can’t refund it, which is why tracking matters.

Return Shipping Costs

You pay return shipping on every return, including returns under the 30-Day Money-Back Guarantee. Use any carrier you like as long as the service is tracked. You pay the carrier directly, and nothing is taken off or added to your refund for return shipping.

• Return postage, packaging and any customs fees on the return are not refunded.
• Products sent back without a return request, or to a different address, can’t be matched to your order and may not be refunded.
• The only exceptions are orders that arrive damaged, faulty or wrong, or that get lost on the way to you. We sort those out at no cost to you, as explained below.

Who Qualifies

To get a refund under this guarantee:

• You must send your request within 30 days of confirmed delivery.
• You must show proof of purchase, or give us enough details to find your order.
• You must have bought from thrivepet.shop or another official Thrive Pet store that we run. Purchases from unauthorized resellers aren’t covered.
• You must send the product to the address in your return instructions with a tracked service, and it must reach us.
• You must give our support team any information they reasonably need to confirm your order or return.
• Your order must fall within the fair use limits below.

What Your Refund Covers

Approved refunds under this guarantee cover the product price. Original shipping and handling, and the cost of sending the product back, are not refunded. The exceptions are items that arrived damaged, faulty or wrong, orders lost in transit, and cases where the law requires otherwise (including EU and UK cancellations, explained below).

Please allow up to 10 business days from when we receive your return for us to process the refund. Your bank or card provider may take a little longer to show it. If more than 15 business days have passed since we confirmed your return arrived and you still don’t see the refund, contact us and we’ll track it down.

Fair Use

This guarantee is here so real customers can try our products without risk. To keep it fair for everyone:

• The guarantee covers one refunded order per customer in any 12-month period. We may decline, review or partly approve further requests in that time.
• Refunds are limited to a normal personal-use amount. Bulk orders bought for resale aren’t covered.
• We may decline requests if we reasonably believe the guarantee is being abused, such as using multiple accounts to get around these limits or giving false order details.
• These limits never apply to damaged, faulty, wrong or lost orders, and they never reduce any refund or remedy you’re legally entitled to.

The Guarantee Deadline

Your 30 days start on the date your order is marked as delivered, so shipping time never cuts into your window. For example, if your order is delivered on September 1, you can request a refund up to October 1.

Your request counts from the moment you send it. The clock stops when you submit it, not when we reply. Once you have your return instructions, you have 14 days to post the product. Leaving a product unopened doesn’t extend the window, and once the window closes, the order is no longer covered by this guarantee, unless the law says otherwise.

Damaged Items

If your item arrives damaged, faulty, leaking or wrong, email support@thrivepet.shop within 48 hours of delivery. Include your order number and photos of the product, packaging and shipping label.

If you don’t report the damage within 48 hours, we may not be able to accept your claim. We use the carrier’s tracking and delivery confirmation times when reviewing damage and return requests.

We’ll send a replacement, give a refund, or offer another fair fix at no cost to you, and you won’t pay for return shipping. For safety and hygiene reasons, please don’t mail a damaged product back unless our support team asks you to in writing.

Lost or Very Late Orders

If your order is confirmed lost in transit or has a serious shipping problem, contact us and we’ll send a replacement or give a refund. See our Shipping Policy for how we investigate shipping issues. You don’t need to return anything, because there’s nothing to return.

Exchanges

If you’d like a different Thrive Pet product, contact support. We handle an exchange as a return of your original order using the process above, with the new product placed as a separate order. If we sent you the wrong product, that counts as a wrong item and costs you nothing.

Customers in the EU, UK, Norway, Iceland and Liechtenstein: Your Right to Cancel

If you live in the European Union, the United Kingdom, Norway, Iceland or Liechtenstein, the law gives you the right to cancel your purchase without giving a reason. This right is separate from our 30-Day Money-Back Guarantee and comes on top of it.

How long you have. You can cancel any time from when you place your order until 14 days after you, or someone you choose (not the carrier), receive the goods. If your order comes in more than one parcel, the 14 days start from the day the last parcel arrives.

How to cancel. Email support@thrivepet.shop or write to Thrive Pet, ________. Any clear statement that you’re cancelling is enough. You can use the model cancellation form at the end of this policy, but you don’t have to. You only need to send your notice before the 14 days end. It doesn’t matter when it reaches us.

Sending the goods back. If your order has already shipped or arrived, send it back without unnecessary delay, and no later than 14 days after telling us you’re cancelling. You pay the direct cost of return shipping.

Your refund. We refund what you paid, including standard delivery, to the payment method you used. We may hold the refund until the goods are back with us, and we refund within 14 days of receiving them.

Deductions. You can handle the goods as you would in a shop to check what they are and how they work. If you handle them beyond that and they lose value as a result, we may take that amount off your refund.

When this right doesn’t apply. Goods sealed for health or hygiene reasons can’t be returned under this right once the seal is broken. Our pet supplements are sealed for this reason. If you’ve opened the product, the 30-Day Money-Back Guarantee above still applies to you.

Nothing in this policy limits legal rights that can’t be waived. Where the law gives you more than our guarantee, those rights still apply. Our guarantee comes on top of them, not in place of them.

Subscription Orders

Our 30-Day Money-Back Guarantee covers the first shipment of a subscription. The window runs for 30 days after that shipment is marked as delivered, and the same return rules apply. For try-before-you-buy orders you decide to keep, the window starts on the date you’re charged.

Renewal shipments work differently, because you’re in full control of your subscription and can cancel, pause or skip at any time.

• Before a renewal ships: Contact us any time after a renewal charge and before the order ships. We’ll cancel the shipment and refund the charge in full, including shipping, with no questions asked. These refunds don’t count toward the fair use limit.
• After a renewal ships: We can’t stop the parcel, but you can still cancel the purchase. Contact us and we’ll record your cancellation, stop all future renewals, and refund the order once the parcel is back with us. You pay return shipping as described above. If you’re in the EU or UK, you can use your legal right to cancel described above. To avoid an unwanted renewal, cancel at least 24 hours before your billing date or contact us before the order ships.
• Our mistake, always refunded: If we charge you for a renewal after you’ve cancelled, we’ll refund it in full, including shipping, whether or not it has shipped. Damaged, faulty, wrong or lost renewal shipments are always fixed at no cost to you.

Asking for a refund on one shipment doesn’t cancel your subscription. You can cancel at any time as explained in our Subscription Policy.

Payment Disputes

If anything about an order or charge worries you, please contact us first. Our refund process is faster and easier than a bank dispute. Also note that once a chargeback is opened, the payment system usually locks that transaction, which can stop us from refunding you ourselves until the dispute is closed.

If we respond to a payment dispute, we may share relevant records with the payment processor or bank handling it. These can include order details, delivery and return records, refund history, this policy and our messages with you. Nothing here limits your rights under consumer protection law or through your payment provider.

Governing Law

This policy is governed by the laws of the State of Wyoming and the United States, along with any mandatory consumer protection laws where you live. Nothing in this policy removes or limits consumer rights that can’t legally be waived.

Model Cancellation Form

Only fill in and send this form if you want to cancel your contract. You don’t have to use it.

To: Thrive Pet, ________. Email: support@thrivepet.shop

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on / received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s) (only if this form is sent on paper):

Date:

Customer Support

Email: support@thrivepet.shop

Our support team is available 7 days a week and usually replies within 8 hours.