शुल्क वापसी की नीति

buying something for your home is a quiet act of trust. here's what we promise in return.

30 day money-back guarantee

if the stone or the bowl isn't right for your floor, your room, or your dog, send it back within 30 days of delivery for a full refund. no restocking fees, no return-shipping fees, no questions about why.

how it works

1. email hello@poochhq.com with your order number and the words "30 day return" in the subject line.
2. we'll send a prepaid us return label.
3. pack the items in their original box (or anything close to it). drop at any usps location.
4. once we receive it, your refund is processed within 3 business days to your original payment method.

conditions

• items must be unused, or used so lightly that they could be sold again. small scuffs are fine — we're not strict about it. clear damage isn't.
• the 30 days starts the day your order is delivered, not the day you ordered.
• the stone is heavy, so we cap one return per us household at no charge. additional returns may incur the original shipping cost.

damaged in transit

if your stone or bowl arrives cracked, chipped, or visibly damaged, that's on us. we'll replace it free, no return required.

how to claim

1. email hello@poochhq.com within 7 days of delivery with your order number and a single photo of the damage.
2. we'll confirm and ship a replacement within 1 business day.
3. you don't need to send the broken piece back — diatomite and ceramic are heavy, and shipping it again wastes both of our time. dispose locally; diatomite is mineral-based and breaks down naturally.

what's covered

• cracks, chips, or breaks present on arrival.
• missing pieces from a multi-piece order.
• shipping that lists a damaged or wet box on the carrier scan.

what isn't covered

diatomite is dense but brittle. handled with reasonable care it lasts indefinitely — but a hard drop on tile or stone flooring can chip or crack it. that kind of damage is wear and tear from use, and it isn't covered. treat the stone like a ceramic plate, not a rubber mat.

if a stone is cracked from a drop or rough handling, we can sometimes offer a discount on a replacement out of goodwill — write to us and we'll see what we can do.

cancellations

orders can be cancelled before they ship — usually within the first 24 hours. once a tracking number is generated, the 30-day return process applies instead.

still got questions

write to hello@poochhq.com. we reply within one business day.