Refund and Return Policy

Refund Policy & Palatability Guarantee

At Plaque Guard, we are committed to animal health and client satisfaction. We stand behind our formula with a 100% Palatability Guarantee for both our Retail Customers and our Veterinary Partners.

1. The 100% Palatability Guarantee

We are confident in our formula, but we understand that some pets are picky.

  • The Promise: If a pet refuses to drink the water treated with Plaque Guard after a reasonable transition period, the product is eligible for a refund.

  • Condition: This guarantee applies even if the bottle has been opened and partially used.

  • Timeframe: Return requests must be initiated within 30 days of delivery.

2. Refund Calculation (Shipping Deduction)

To keep our product costs fair, we do not absorb shipping costs on returns. All refunds are calculated as the Full Product Price LESS Shipping Costs.

  • Standard Orders: If you paid for shipping at checkout, that shipping fee is non-refundable. You will be refunded the cost of the item only.

  • Free Shipping Orders: If your order qualified for "Free Shipping" (Retail or Wholesale), the actual cost of shipping and handling is not recoverable by us. Therefore, a flat $15.00 Shipping & Handling Fee will be deducted from the final refund amount.

3. For Veterinary Wholesale Partners

We extend this guarantee to our clinic partners to ensure you can stock Plaque Guard risk-free.

  • Client Returns: If a client returns a bottle to your clinic due to palatability issues, simply email us. We will issue a credit to your wholesale account for that unit (less the shipping deduction).

  • Stock Returns: If you wish to return unopened cases, they are subject to the same policy: You will be refunded the product cost, less the original shipping charges (or the $15.00 deduction if the order shipped free). Return shipping to our NY warehouse is the responsibility of the clinic.

4. How to Initiate a Return

Please contact our support team at info@plaqueguard.com with your Order Number.

  • For Opened Bottles: Do not ship open bottles back to us. Please contact support first. In most cases, we will process the refund (minus the shipping deduction) without requiring the return of the liquid to avoid leakage.

  • For Unopened Items: You may mail unopened bottles back to our New York warehouse. Once received and inspected, a refund will be issued to your original payment method.

5. Damaged or Defective Items

If an order arrives damaged, leaking, or incorrect, please email us within 48 hours of delivery with a photo.

  • We will send a replacement immediately at no cost to you.

  • Note on Sediment: Plaque Guard uses natural ingredients. It is normal to see green sediment at the bottom or a green tint in the water. This is proof of our active natural enzymes and is not considered a defect.