Return Policy
Eligibility for Returns
We accept returns only for items that are defective or damaged upon arrival. To be eligible, you must contact us within 7 days of receiving your order, providing proof of the defect or damage (photos or videos).
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns on:
- Used or opened items
- Personal care products
- Customised or made-to-order items
- Sale or clearance items
Return Process
If your return is approved, you will be given instructions on how and where to send your item. All return shipping costs are the responsibility of the buyer. We recommend using a trackable shipping service. We are not responsible for lost return parcels.
Condition of Returned Items
Returned items must be in their original packaging, unused, and in the same condition as received. Items returned in non-resellable condition will not be refunded.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 14 business days.
- Shipping costs are non-refundable.
- Any applicable payment processing fees may be deducted from the refund.
Exchanges
We only replace items if they are defective or damaged, and only for the same item. Exchanges are subject to stock availability.
Incorrect Address or Unclaimed Parcels
Orders returned due to incorrect or incomplete address, or unclaimed at the post office, will not be eligible for a refund. Re-shipping will incur an additional shipping fee.
Contact Us
To request a return or for any questions regarding this policy, please contact us at support@puffpet.store before sending your item back.