Refund policy
Refund Policy
60-Day Return Policy
We offer a 60-day return policy. You have 60 days after receiving your order to request a return.
To be eligible for a return, the item must be unused, in its original condition, and in its original packaging.
For hygiene and safety reasons, used items cannot be returned unless they arrived damaged, defective, or incorrect.
How to Start a Return
To request a return, please contact us at:
support.pupsip@gmail.com
Please include your order number, the reason for your return request, and, if applicable, clear photos or videos of the item.
Please do not send your item back before contacting us. Once your return request has been reviewed, we will provide you with the return instructions and return address.
Items sent back without contacting us first may not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, incorrect, or missing.
We recommend using a trackable shipping service, as we are not responsible for lost return shipments.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, incorrect, or if an item is missing, please contact us within 7 days of receiving your order at:
support.pupsip@gmail.com
Please include your order number, a short description of the issue, and clear photos or videos of the product and packaging.
If your claim is approved, we will offer a replacement or a refund.
Lost Packages
If your package appears to be lost during shipping, please contact us at:
support.pupsip@gmail.com
We will review the tracking information and, if the package is confirmed as lost, offer a replacement or refund where applicable.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method. Please note that it may take a few business days for your bank or payment provider to process the refund.
European Union and United Kingdom Customers
If your order is shipped to the European Union or the United Kingdom, you may have the right to cancel or return your order within 14 days after receiving it, without giving any reason.
This does not affect any additional rights you may have under applicable consumer protection laws.
Non-Returnable Items
We cannot accept returns for:
- used items, unless damaged, defective, or incorrect
- items damaged by misuse
- items not in their original condition or packaging
- items returned without contacting us first
- items sent to the wrong return address
Contact
If you have any questions about returns, refunds, damaged items, or your order, please contact us at:
support.pupsip@gmail.com