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. Orders can be canceled at any time before they have been fulfilled. If your order has not yet been fulfilled, it will be canceled and will not be shipped.
Return shipping costs are the responsibility of the customer and will be deducted from the total refundable amount. Shipping charges are non-refundable.
To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To request a return or cancel your order, log in to your account and select the relevant order. If you checked out as a guest, please contact us at pupsanddobs@gmail.com and include "RETURN" and your order number in the subject line. Once your return request has been approved, we will send you detailed instructions on where and how to return your package.
Items returned without first requesting and receiving approval for a return will not be accepted.
If you have any questions about returns, you can contact us through the chat on our website or by email 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.