LINDA B.
100% money-back guarantee UNTRUE
The website states their refund policy is 100% money back guarantee for 180 days (“we will refund you every penny once you send the bottles back!”)--it turns out this is NOT THE CASE! The most you can get is a 50% refund--other options are a gift card with only 30% refund or you can return (only) the unopened packages and have to provide them with a tracking number when you ship it back. I can understand their wanting to make sure you do send back the item but maybe hold the refund till they receive the return or something like that. And of course I still paid for the opened package–that is NOT a 100% refund. I really wanted this product to work–for the usual reasons (difficulty brushing a dog’s teeth and the expense of professional teeth cleaning). But after several meals, my dog had diarrhea which I fully understood as a potential side effect and might resolve after a few weeks. However, I did not want to 'torture' my dog with diarrhea while we waited for it to work–especially since it might never work for him (he's supposed to endure weeks of diarrhea to see if it works?!). I’m glad it does work for many dogs–my issue is not with the efficacy of the product but with the stated refund policy which is UNTRUE. You don’t get a 100% refund. For me that tarnishes the entire product, and company.
Response from Pup LabsApr 23, 2026
Hello Linda, We’re really sorry for your experience and completely understand your frustration. That’s not the experience we want for you, and we sincerely apologize for the confusion. 🐾💛 We also appreciate you putting your dog’s comfort first. You made a thoughtful decision not to continue when you noticed diarrhea, and we understand why that would be concerning. We are happy that you understand that diarrhea is normal when introducing new things to your pup, and that this would be temporary. Regarding the refund policy, your feedback is important, and we take it seriously. We never want our messaging to feel misleading, and we’ll be sharing this with our team to review and improve clarity. To help make this right, please contact our Customer Care team at 855-207-7351 and have your name and email address ready so we can assist you quickly. Thank you again for bringing this to our attention—we truly appreciate the opportunity to address it. — Pup Labs Customer Care 🐾