Refund policy
🛡️ Return & Refund Policy – GrimJaw
At GrimJaw, your satisfaction is our priority. We are committed to providing high-quality products and a smooth shopping experience. Every order is backed by our 90-Day Guarantee, giving you extra peace of mind with your purchase.
If something isn't right with your order, our support team is here to help.
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🛡️ Our 90-Day Guarantee
Every GrimJaw order is protected by our 90-Day Guarantee against eligible product defects or quality issues.
If your product arrives damaged, defective, or incorrect, please contact us within 14 days of delivery so we can review and resolve the issue.
For any return that is approved, the product must be returned within 30 days of the original delivery date.
The 90-Day Guarantee does not extend the physical return window beyond 30 days and does not cover normal wear, misuse, accidental damage, incorrect sizing, or change-of-mind returns for opened or used products.
📧 Contact: grimjaw.store@outlook.com
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📦 Return Eligibility
To qualify for an approved return or refund:
- The item must be in its original condition.
- The item must not have been used, intentionally damaged, altered, or misused.
- Proof of purchase may be required.
- You must contact our support team before returning the product.
- The return must comply with the timeframes outlined in this policy.
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🧼 Opened Products & Hygiene
For hygiene and safety reasons, GrimJaw products that have been opened, worn, tried on a dog, or otherwise used cannot be returned due to a change of mind.
However, if an opened product is confirmed to be defective, damaged upon arrival, or incorrect, please contact us and we will review the issue.
Products showing signs of wear, pet hair, saliva, odors, modification, misuse, or customer-caused damage are not eligible for a standard return.
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⚠️ Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item arrives:
- Damaged
- Defective
- Incorrect
please notify us within 14 days of delivery.
Our support team will review your request and determine the appropriate solution.
📧 Contact: grimjaw.store@outlook.com
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📸 Reporting an Issue
To help us process your claim quickly, please provide:
- Your order number
- Clear photos of the product
- Photos of the packaging
- A brief description of the issue
We may request additional photos or information if necessary to properly evaluate your claim.
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🔧 Claims Review
After reviewing your claim, we may offer:
- A replacement product
- A full refund
- A partial refund
- Another appropriate resolution based on the circumstances
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🚚 Return Shipping Costs
Change of Mind
Opened or used products cannot be returned due to hygiene reasons.
If a return is approved for an eligible unopened and unused product, the customer is responsible for return shipping costs unless otherwise stated by our support team.
Damaged, Defective, or Incorrect Items
If the problem is caused by an error on our side or the product arrives damaged, defective, or incorrect, GrimJaw will provide an appropriate resolution at no additional cost to the customer.
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📏 Size Selection Responsibility
Customers are responsible for reviewing our Size Guide and measuring their dog's snout carefully before ordering.
Because proper sizing depends on the measurements provided by the customer, please double-check your dog's measurements before completing your purchase.
If you're unsure which size to choose, contact us before ordering:
Returns or exchanges resulting from an incorrect size selected by the customer may not qualify for free return shipping and cannot be accepted once the product has been used.
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❌ Non-Returnable Items
A return may not be accepted if:
- The product has been worn or used.
- The product has been opened and has no defect.
- The item shows signs of pet hair, saliva, odors, wear, or use.
- The product has been intentionally damaged or modified.
- Damage was caused by improper use.
- The return is sent without contacting GrimJaw first.
- An approved return is sent outside the applicable 30-day return period.
This does not affect claims involving products that arrived damaged, defective, or incorrect, or any rights that cannot legally be excluded.
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💰 Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.
If you have not received your approved refund after this period, please contact:
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🛡️ Our Commitment
At GrimJaw, we want every walk to be unforgettable while keeping your dog's comfort in mind.
Our 90-Day Guarantee is designed to give you confidence when ordering. If your product arrives damaged, defective, or incorrect, contact our support team and we'll work with you to find an appropriate solution.