Return & Refund Policy

Return & Refund Policy

At Prudglow™, we want every customer to feel confident when shopping with us. This Return & Refund Policy outlines how returns, replacements, exchanges, and refunds are handled for orders placed through our store.

1. Return Eligibility

We offer a 30-day return window starting from the date your order is delivered.

To qualify for a return, items must meet the following conditions:

  • Unused and in original condition

  • Free from visible wear, damage, or alterations

  • Returned with original packaging when possible

  • Accompanied by proof of purchase or order confirmation

Items that do not meet these conditions may not be eligible for return approval.

2. Requesting a Return

To begin a return request, please contact our support team first.

📧 Customer Support Email

service@prudglow.com

If your return is approved, we will provide:

  • Return instructions

  • Return authorization details

  • A return shipping label if applicable

Important Notice

Packages returned without prior authorization may not be accepted or processed.

If you need help at any point during the return process, our support team is happy to assist.

3. Damaged, Incorrect, or Defective Items

Please inspect your order shortly after delivery.

If you receive:

  • A damaged item

  • A defective product

  • An incorrect order

Please contact us as soon as possible with photos of the issue so our team can review the situation and provide an appropriate solution.

4. Non-Returnable Items

Certain product categories are not eligible for returns or refunds.

These may include:

  • Personalized or custom-made products

  • Perishable items

  • Opened hygiene or personal-care products

  • Hazardous materials or flammable products

  • Gift cards

  • Clearance or final-sale items

  • Original shipping fees paid during checkout

If you are unsure whether your item qualifies for return, please contact us before submitting a request.

5. Exchanges

At this time, exchanges are handled through the following process:

  1. Submit a return request for the original item

  2. Once approved, place a new order for the replacement product

This helps ensure faster processing and product availability.

6. European Union Customers

For orders delivered to countries within the European Union, customers may have the right to cancel or return their order within 14 days of delivery without providing a reason.

To qualify:

  • Products must remain unused and in resellable condition

  • Original packaging and tags should be included

  • Proof of purchase is required

This policy applies in accordance with applicable EU consumer protection regulations.

7. Refund Processing

After your returned item arrives and has been inspected, we will notify you regarding the status of your refund.

If approved:

  • Refunds are issued to the original payment method used at checkout

  • Processing may require up to 10 business days depending on your payment provider or financial institution

Please note that banks and credit card companies may require additional time to officially post the refund to your account.

If your approved refund has not appeared after 15 business days, please contact our support team.

8. Authorized Return Address

Please do not send returns without receiving prior authorization from Prudglow™ support.

📍 Return Address

PetSmart
4550 W Pico Blvd
Los Angeles, CA 90019
United States

A valid return authorization may be required before shipping items back to our return facility.

Thank You for Shopping with Prudglow™

We appreciate your trust in our brand and are committed to providing supportive customer service along with a smooth shopping experience.

Prudglow™ is dedicated to helping create brighter, happier everyday moments for pets and the people who love them.