Returns & Refund Policy
Returns & Refund Policy
Effective Date: [Insert Date]
Return Eligibility (Important)
We accept returns only for:
- Defective items (manufacturing defects), or
- Items damaged during shipping, or
- Wrong or missing items received
We do not accept returns for non-quality-related reasons (including but not limited to change of mind, preference, or ordering the wrong item).
Damage During Shipping – 72-Hour Reporting Requirement
If your item arrives damaged due to shipping, you must contact us within 72 hours of delivery (based on carrier delivery confirmation). Please provide clear photos of:
- The damaged item(s)
- The outer shipping box and any protective packaging
- The shipping label (if available)
Reports submitted after 72 hours may not be eligible for return or refund, because carriers require timely damage evidence for claims processing.
Return Window
For eligible cases (defective / shipping damage / wrong or missing items), please contact us within 30 days of delivery to request a return review.
Return Shipping Cost
If the return is approved due to a confirmed defect or shipping damage, we will cover the return shipping cost (by providing instructions and/or a return shipping method as applicable).
Because we do not accept non-defect returns, return shipping for non-defect reasons does not apply.
How to Request a Return (Step-by-Step)
- Email us at support@puppylike.com.
- Include your order number and a brief description of the issue.
- Attach required photos/videos (defect/damage evidence and packaging evidence for shipping damage).
- We will review your request and respond with approval/denial and next steps.
- If approved, we will provide return instructions.
- After we receive and inspect the returned item (if return is required), we will process the refund.
Refund Method (Original Payment Method)
Approved refunds are issued to the original payment method used at checkout (for example, via Shopify Payments). We do not issue refunds to a different card/account.
Refund Processing Time
Once we confirm eligibility and (if applicable) receive and inspect the returned item, refunds are typically processed within 3–7 business days. Your bank or payment provider may take an additional 3–10 business days to post the refund to your account.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible. If an order has already been processed or shipped, cancellation may not be possible.
Third-party payment processing fees charged by banks/payment providers may be non-refundable in certain cases. This is because payment providers may retain processing charges even when a transaction is refunded.
Contact
Email: support@puppylike.com