Refund Policy

Returns 
Our policy lasts 15 days. If 15 days have gone by since you received your order, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a refund/exchange, your item must be unused and in the same condition that you received it. 

To complete your refund/exchange, we require a receipt or proof of purchase. If the product is defective/faulty or you received wrong item, please attach a photo or video of the product to your email.

Please do not send your purchase back to the manufacturer.  

Please bare in mind that we do not cover shipping costs. 

Refunds (if applicable)
Once your refund request is received and inspected, we will send you an email to notify you that we have received your request. We will also notify you of the approval or rejection of your refund/exchange. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at puppyx.office@gmail.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items can not be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with a photo or video of the item at puppyx.office@gmail.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Exceptions
The following items can not be exchanced:
-personalised & custom made items