Return & Refund Policy
At PupSays, we are committed to ensuring your complete satisfaction with your purchase. If, for any reason, you are not fully satisfied, we provide a return and exchange policy to support you. Please review this policy carefully to understand your rights and the steps involved in our process.
1. Basic Rules
1.1 Unconditional Returns
We accept unconditional returns within 45 days of purchase. To qualify, the product must be unused, unworn, unwashed, in its original condition, and accompanied by all original tags and packaging.
Please note that customized or personalized items are not eligible for return unless they are defective or damaged upon delivery.
1.2 Defective or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 14 days of the delivery date to arrange a return or replacement.
1.3 Receipt Time
The time of receipt for all products will be determined based on the delivery date indicated in the tracking information.
2. Non-Returnable Items
2.1 Final Sale Items
Items marked as final sale are not eligible for return or exchange. These items will be clearly identified at the time of purchase.
2.2 Customized Items
Custom products are non-returnable and non-exchangeable if errors result from customer actions, such as uploading unclear or incorrect images, selecting the wrong size or color, or any other customization-related mistakes made by the customer.
2.3 Health and Personal Care Items
For hygiene reasons, certain items—including underwear, swimwear, and personal care products—cannot be returned or exchanged unless they are defective or damaged upon delivery.
3. Return Process
3.1 Contact Us
Email us at support@pupsays.com with a detailed explanation of your return request.
3.2 Unconditional Returns
For unconditional returns, contact us within 45 days of the delivery date. Ensure the product is unused, unworn, unwashed, in its original condition, and all original tags and packaging are intact.
3.3 Defective or Damaged Items
For defective or damaged items, contact us within 14 days of the delivery date. Please include clear photos or videos in your email to help us verify the issue.
3.4 Confirmation and Return Timeline
We will respond to your email within 24 hours. Once the return is approved, please send the product(s) back within 7 days of receiving our confirmation email. The product(s) must remain unopened, with all original packaging and hygiene seals intact.
Returned items that do not meet our stated requirements (e.g., used, washed, or missing original packaging) may be refused, and no refund will be issued.
3.5 Additional Items
If the product(s) came with samples, gifts, or accessories, these must also be returned.
3.6 Return Address
Do not return product(s) to the manufacturer’s address. We will provide the correct return address in our confirmation email.
3.7 Shipping Costs
Customers are responsible for return shipping costs. We do not accept freight collect packages.
3.8 Defective Returns Option
For defective items, customers may choose not to return the product(s).
4. Exchange Process
4.1 Initiating an Exchange
To request an exchange, please email our customer service team at support@pupsays.com with your order number and the details of the item you wish to exchange. We will provide specific instructions on how to proceed.
4.2 Shipping Costs
Customers are responsible for shipping costs associated with exchanges. However, if the exchange is due to a defective or incorrect item, PupSays will cover the shipping costs.
4.3 Processing the Exchange
Once we receive the item you wish to exchange, we will inspect it to ensure it meets our exchange requirements. After approval, we will process the exchange and ship the replacement item. You will receive a new tracking number once the replacement has been dispatched.
4.4 Special Cases
If your order is lost in transit, arrives significantly late, or you encounter issues due to unforeseen circumstances, please contact us at support@pupsays.com for further assistance.
5. Refund Policy
5.1 Unconditional Returns
For unconditional returns, we will process your refund after receiving the returned product(s) and verifying that they meet our return standards.
5.2 Defective Returns
For defective returns, refunds will be issued immediately upon confirmation of the defect.
5.3 Refund Amount
Refunds will only cover the actual amount paid for the order. Samples, gifts, freight, and taxes are non-refundable. Additionally, the cost of return shipping is the customer's responsibility and will not be reimbursed.
For international orders, return shipping fees, duties, and taxes are also the responsibility of the customer. Refunds will be processed in the original payment currency, and any currency exchange fees are non-refundable.
5.4 Refund Method
All refunds will be credited to the original payment method used at checkout, unless an alternative arrangement is agreed upon.
5.5 Refund Processing Times
- Credit Card Refunds: Refunds are typically processed and completed within 1-3 business days. However, depending on the card issuer, it may take up to one billing cycle, approximately 3-4 weeks, for the refund to appear on your statement.
- PayPal Refunds: Usually processed immediately or within 24 hours, but in rare cases may take 3-5 business days.
Please note that delays may occur during peak seasons, public holidays, or due to banking processing times. If you experience any delays or issues, please contact us for assistance. For further clarification, we recommend reaching out to your credit card provider or financial institution.
6. Contact Us
If you have any questions regarding this policy or encounter any issues with refunds, please feel free to contact our customer service team at support@pupsays.com. We are committed to resolving your concerns promptly.