Refund policy

RETURN AND REFUND POLICY

Last updated: August 1, 2026

1. ALL SALES ARE FINAL

OffRoad Paws products are custom, made-to-order goods manufactured specifically for each customer after purchase. For that reason:

WE DO NOT ACCEPT RETURNS. WE DO NOT ACCEPT EXCHANGES. WE DO NOT ISSUE REFUNDS FOR CHANGE OF MIND.

The only exceptions are the twenty-four hour cancellation window in section 2 and the damage and defect remedy in section 4.

2. TWENTY-FOUR HOUR CANCELLATION WINDOW

You may cancel your order for a full refund within twenty-four (24) hours of purchase. Email getoffroadpaws@gmail.com with your order number and the word CANCEL in the subject line. Cancellation is effective when we confirm it in writing.

After twenty-four (24) hours your unit is committed to a production run, materials are allocated and manufacturing capacity is reserved. From that point the order is final and cannot be cancelled, modified, returned, exchanged or refunded.

Colour changes and order modifications are likewise only possible inside the same twenty-four hour window.

3. WHAT IS NOT GROUNDS FOR A REFUND

The following do not entitle you to a refund, return, exchange or cancellation:

- Change of mind, buyer's remorse, or no longer wanting the item
- Ordering the wrong colour, wrong quantity or wrong variant
- The lead time being longer than you expected or wanted
- Finding a similar product elsewhere at a different price
- Your pet not using, not liking, or not fitting the bed
- Minor variation in shade, tone, stitching, seam placement, quilting alignment, hardware finish or texture from the photographs on our site
- Dimensional variation within normal manufacturing tolerance
- Compression marks, creasing or flattening of the plush from packing, which settle out within several days of unboxing
- Differences between the product and how colours render on your screen
- Wear, soiling, staining, chewing, tearing or damage caused by a pet, child or person after delivery
- Improper cleaning, machine washing, tumble drying or use of solvents
- Packages marked delivered by the carrier
- Orders undeliverable, refused or returned due to an address you supplied

4. DAMAGE AND MANUFACTURING DEFECTS

If your unit arrives with genuine shipping damage or a genuine manufacturing defect, we will make it right.

You must notify us within seventy-two (72) hours of the carrier's recorded delivery time by emailing getoffroadpaws@gmail.com with:

- Your order number
- Clear photographs of the damage or defect
- A clear photograph of the outer shipping carton on all sides
- A clear photograph of the shipping label

Claims submitted after seventy-two (72) hours, or without all four items above, cannot be processed.

Where a claim is approved, the sole and exclusive remedy is a replacement unit or a replacement part, at our discretion. We do not issue refunds for damage or defect claims. You will not be asked to ship the original unit back. A replacement unit enters the next available production run and is subject to the lead time in our Shipping Policy.

We reserve the right to request additional photographs or video, and to decline any claim we determine in good faith to be inaccurate, exaggerated, outside normal manufacturing tolerance, or the result of use, misuse, accident or normal wear.

5. REFUNDS THAT WE DO ISSUE

Where a refund is due under section 2, or under section 4 of our Shipping Policy, it is issued to the original payment method only. Allow five (5) to ten (10) business days after we confirm the refund for it to appear on your statement. Processing times are set by your bank or card issuer and are outside our control. We do not issue refunds by cash, cheque, store credit or to any account other than the one used to pay.

6. PAYMENT DISPUTES AND CHARGEBACKS

If you have a problem with your order, contact getoffroadpaws@gmail.com first. We answer every message and we resolve issues in good faith.

You agree to contact us and allow us a reasonable opportunity to resolve any issue before initiating a chargeback, payment dispute or claim with your bank, card issuer or payment provider.

A chargeback filed for an order that is inside the disclosed 8 to 14 week production window is not a valid claim of non-delivery. You accepted that window at checkout, and we retain a record of that acceptance. We contest all disputes of this kind and will submit our full order record, including your checkout acknowledgement of the made-to-order lead time, the terms you accepted, all correspondence, and carrier documentation.

Filing a chargeback does not cancel your order and does not stop production. Where a chargeback is resolved in our favour, the order remains subject to these policies. We reserve the right to refuse future service to, and to cancel any pending orders of, any customer who files a chargeback without first contacting us.

7. NO WAIVER OF STATUTORY RIGHTS

Nothing in this policy limits any right you have that cannot be limited or excluded under applicable law. Where a mandatory consumer protection law gives you a right that conflicts with this policy, that law applies to the extent of the conflict and the remainder of this policy stays in force.

8. CONTACT

getoffroadpaws@gmail.com — include your order number in every message.