Refund Policy
Last updated: October 16, 2026
We want you and your dog to be happy with every order. This page explains how returns, refunds and exchanges work. Placeholder text; detailed terms to follow.
1. Our promise
If you are not satisfied with your purchase, let us know within 30 days of delivery and we will help you with a return, refund or exchange.
2. Eligibility for returns
To be eligible, items should be returned in their original packaging. For hygiene and safety reasons, opened consumable products such as shampoo, spray, wipes and balm may be eligible for a refund at our discretion.
Items that arrive damaged or defective are always eligible for a replacement or refund.
3. How to start a return
Email us with your order number and a short description of the issue. We will reply with return instructions and, where needed, a prepaid shipping label.
4. Refunds
Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping costs are non-refundable unless the item arrived damaged or incorrect.
5. Exchanges and bundle orders
If you need a different item, contact us and we will arrange an exchange where stock allows. Bundles such as The Whole House may be returned as a full set or by individual item, in which case the bundle discount may be adjusted.
6. Contact us
Questions about this page? Email us at support@neutralhealthgroup.com and we'll get back to you.