Refund policy

Right to return

How to return a package

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. The shipping costs for the return will be paid by the customer and we will subtract the sum from the total returnable amount. We do not offer refunds for shipping costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pupsanddobs@gmail.com and add the text RETURN and your Order #No in the title of the message. When we have accepted your return, we will send you detailed instructions on where and how to send the package. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question in the chat on our website or at pupsanddobs@gmail.com.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. We will refund you for every item in full if approved. After the return has been approved, you’ll be automatically refunded on your original payment method within 30 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at pupsanddobs@gmail.com.

 

Damages and issues

Product damage during shipment

The customer must inspect the package and it's contents and report any externally visible damage to pupsanddobs@gmail.com upon receipt of the shipment. Any damage reported by the customer in the delivery document and any damage other than externally visible damage must be reported in writing by the customer within seven days of delivery of the package, otherwise the customer will lose his right to compensation.

Faulty Products

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you have received the wrong item or a faulty product you as a customer must reported it to pupsanddobs@gmail.com within seven days of delivery of the order, otherwise the you, the customer will lose your right to compensation.

 

Additional instructions

Exceptions / non-returnable items

We do not accept returns on custom products (such as special orders or personalized items) or on products bought on sale or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have within 14 days as described above in the "How to return a package" section, and once the return is accepted, make a separate purchase for the new item(s).

Unclaimed package

Failing to claim a package does not constitute a return. An unclaimed package will incur a charge. Please check our return policy for instructions on returning a package.