1. 14-Day Free Return & Exchange Eligibility

We offer a 14-day free return and exchange service for all eligible products, calculated from the date you receive the purchased product. To be eligible for return or exchange, the product must meet the following conditions:

• The product is in its original, unused condition with no signs of wear, damage, or modification.
• All original packaging, tags, manuals, accessories, and free gifts (if any) are kept complete and intact.
• The product's serial number, QR code, or other identification marks are not removed, damaged, or altered.
• The return request is initiated within 14 calendar days of the product receipt date (verified by the logistics delivery record).

2. Return & Exchange for Non-Quality Issues (Customer-Initiated)

For return or exchange requests due to non-quality issues (e.g., change of mind, incorrect size selection, unsatisfactory appearance), we honor the 14-day free service with the customer bearing the return shipping cost:

• The customer is responsible for arranging the return shipping and paying all associated shipping fees, including international shipping fees (if applicable).
• We recommend using a traceable logistics service for return shipping, and the customer is responsible for the safety of the product during transit. If the product is lost or damaged during the return shipping process, we will not be able to process the return or exchange request.
• Once we receive and inspect the returned product and confirm it meets the eligibility criteria, we will process the exchange or refund within 3-5 business days.
  • For exchange requests: We will ship the replacement product to you at our own cost (excluding expedited shipping fees, if requested by the customer).
  • For refund requests: We will refund the full purchase price of the product to your original payment method. The refund processing time depends on the rules of your payment provider (usually 3-15 business days).

3. Free Return & Exchange/Full Refund for Quality & Logistics Issues (Merchant-Initiated)

We provide unconditional free return & exchange or full refund for products with the following issues, and we will bear all associated shipping costs (including return and re-delivery fees):

• Package loss: The purchased product is lost during the delivery process (verified by the logistics company's official loss confirmation).
• Package damage: The product or its packaging is damaged during transit, resulting in the product being unusable (the customer must provide clear photos/videos of the package and product damage within 48 hours of receipt).
• Incorrect delivery: The product received is not the one ordered (e.g., wrong model, wrong size, wrong color), verified by order information and product photos/videos provided by the customer.
• Product quality defects: The product has inherent quality issues (e.g., functional failure, manufacturing defects) that affect normal use, confirmed by our professional inspection after product return.

Processing for the above issues:

1. The customer contacts our customer service team (via +86 15261873962 or support@puppyle.com) within 48 hours of discovering the issue and provides relevant proof (logistics records, product photos/videos, order information).
2. Our customer service team will verify the issue within 24 business hours and confirm the solution (free return & exchange or full refund) with the customer.
3. For return required: We will provide a prepaid shipping label (or reimburse the full return shipping cost) for the customer to return the product. We bear all risks of the product during return transit.
4. After verification and confirmation, we will process the full refund or send the replacement product to you at our own cost, with the replacement product shipped via standard logistics service by default.

4. Non-Eligible Returns & Exchanges

We reserve the right to reject return or exchange requests for products that fall into the following categories:

• Products that are damaged, worn, or modified by the customer due to improper use, storage, or operation.
• Products with incomplete original packaging, tags, accessories, or free gifts (excluding normal wear during transit).
• Personalized or custom-made products (e.g., products engraved with the customer's name/LOGO) unless there is a quality or delivery error.
• Disposable consumable products (if applicable) that have been opened or used.
• Products for which the 14-day return window has expired.
• Products without a valid order number or purchase record on our Website.

5. Refund Methods & Processing Time

1. Refund method: All refunds will be processed to the original payment method used for the order (e.g., credit card, Alipay, Paypal Pay). We do not offer cash refunds unless the original order was paid in cash (if applicable).
2. Processing time: After we confirm the returned product meets the refund criteria, we will initiate the refund within 3-5 business days. The actual time for the refund to be credited to your account depends on the payment provider's processing rules (usually 3-15 business days). We will not be held responsible for delays caused by the payment provider or financial institution.

6. Return Shipping Instructions

1. When returning a product, please contact our customer service team first to obtain a unique return authorization number and return address. Returns without a return authorization number will not be accepted or processed.
2. Please properly package the returned product to avoid damage during transit. The product must be packed in a sturdy outer box with sufficient protective materials (e.g., bubble wrap, foam).
3. For customer-initiated returns, please use a reliable logistics company with tracking functionality and keep the shipping receipt and tracking number for future reference.
4. For merchant-initiated free returns, please follow the shipping instructions provided by our customer service team and use the designated logistics service (if applicable).

7. Customer Service & Request Submission

To initiate a return, exchange, or refund request, or to obtain more information about our after-sales service, please contact our customer service team through the following channels:

• Phone: +86 15261873962 (Monday to Sunday, 9:00 AM - 6:00 PM CST, excluding public holidays)
• Email: support@puppyle.com (we will reply to all emails within 24 business hours)
• Website: Contact form available on https://www.puppyle.com (we will respond within 24 business hours)

When contacting us, please provide the following information to speed up the processing of your request: order number, product name/model, date of receipt, reason for return/exchange, and relevant proof (photos/videos/logistics records).

8. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice. The updated Policy will be posted on our Website with the revised "Effective Date", and the new terms will take effect immediately upon posting. Your continued use of our Website and purchase of our products after the Policy is updated constitutes your acceptance of the revised terms. We recommend that you review this Policy periodically for the latest information.

9. Governing Law & Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of the People's Republic of China. Any dispute, controversy, or claim arising out of or in connection with this Policy or the use of our return and refund service shall first be resolved through amicable negotiation between you and Puppyle.com. If the negotiation fails, either party may submit the dispute to the people's court with jurisdiction over the place of our company (Chengxiang District, Putian City, Fujian Province).

Puppyle.com reserves the final interpretation right of this Policy.