Last Updated: 12th September 2024

1. Eligibility for Refunds
   • Time Frame: You must initiate the return within 30 days of receiving your order.
   • Condition of Items: The items must be returned in their original condition, unused, unwashed, and with all original tags and packaging intact.
   • Defective Products: If you receive a defective product, please contact us within 30 days of receiving your order, and we will arrange for a replacement or refund. We will cover the return shipping costs for any defective items.
   • Proof of Purchase: You must provide valid proof of purchase, such as an order confirmation or receipt.
2. Non-Refundable Items
   • Sale Items: Items marked as “sale” or “promotional” are not eligible for refunds or exchanges.
   • Used or Damaged Items: Items that have been used, washed, or damaged due to improper handling are not eligible for a refund.
3. Return Process
   • Contact Us: To initiate the return process, contact our customer service team at returns@pawpup.com or 727-300-6388. Please include your order number and the reason for the return.
   • Shipping the Return: All returns should be processed through mail. You are responsible for the cost of return shipping unless the return is due to a defect or error on our part. Please ensure that the item is securely packaged to avoid damage during transit. We recommend using a trackable shipping method, as PAWPUP is not responsible for items lost in return shipping.
   • Return Address: All orderes are processed from the neareast warehouse to the customer’s destination. So, customer(s) needs to ship the item(s) to the same address. Customer(s) can easily find the shipping address on the labels printed on the received package.
4. Processing Refunds
   • Refund Method: Your refund will be processed using the original payment method used during the purchase. If the original payment method is unavailable, please get in touch with us to discuss alternative refund options.
   • Refund Amount: The refund amount will include the cost of the item(s) returned minus any original shipping charges (unless the return was due to our error).
   • Processing Time: Please allow 7 business days for the refund to be processed. Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.
5. Exchanges
   • If you wish to exchange an item for a different size, colour, or product, please follow the above return process and place a new order for the desired item. We do not offer direct exchanges, but you can return the original item and purchase the new one separately.
6. Damaged or Defective Items
   • If you receive an item that is damaged or defective, please contact us immediately at hello@pawpup.com or 727-300-6388. We will arrange for a replacement or refund at no additional cost. Please provide photos of the damage or defect to expedite the process.
7. Late or Missing Refunds
   • Check Your Account: First, check your bank account or payment method for the refund.
   • Contact Your Bank: Contact your bank or credit card company, as there may be a delay in posting the refund to your account.
   • Contact Us: If you’ve done the above and still haven’t received your refund, please contact us at hello@pawpup.com or 727-300-6388, and we will assist you in resolving the issue.
8. Changes to This Policy
   
   • PAWPUP reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page, and the “Last Updated” date will be revised accordingly. We encourage you to review this policy periodically to stay informed of any changes.
9. Contact Information
   • Email: hello@pawpup.com
   • Phone: 727-300-6388
   • Mailing Address: 7901 4th St N STE 5059, St. Petersburg, FL 33702

Our business days are Monday through Friday from 09:00am to 06:00pm, excluding holidays. Orders placed on weekends or holidays will be processed the next business day.

Thank you for shopping with PAWPUP! We value your satisfaction and are committed to providing excellent customer service.