Legal
Refund Policy
Return eligibility, timelines, and how to request a refund on your order.
Last updated:
1. Return Window
We accept returns within 30 days of delivery for unused items in original packaging. Items must be in resalable condition with all tags attached.
2. Non-Returnable Items
- Opened food, treats, or consumable products
- Custom or personalized items
- Items marked as final sale
- Products damaged due to misuse or normal wear
3. How to Initiate a Return
- Email support@pupden.shop with your order number and reason for return
- We will provide a return authorization and shipping instructions within 2 business days
- Ship the item back using a trackable shipping method
- Refund is processed within 5–10 business days after we receive and inspect the item
4. Refund Method
Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error (wrong item, defective product).
5. Defective or Damaged Items
If you receive a defective or damaged product, contact us within 7 days of delivery with photos. We will arrange a replacement or full refund including shipping costs.
6. Exchanges
We do not offer direct exchanges. To swap sizes or products, return the original item for a refund and place a new order.
7. EU Right of Withdrawal
EU customers have the right to withdraw from a purchase within 14 days of receiving goods without giving a reason, per EU Consumer Rights Directive. Return shipping costs are borne by the customer unless the product is defective.
8. Contact
Return inquiries: support@pupden.shop