Refund policy
Return & Refund Policy
Thank you for shopping with us. We are committed to ensuring a satisfying experience for every customer. Please read our Return & Refund Policy carefully before making a purchase.
Returns
We offer a 14-day no-questions-asked return policy, commencing from the date the customer receives the package. To be eligible for a return, items must be unopened, unused, and in their original packaging. Items that do not meet these conditions will not be accepted for return.
Return Shipping Return shipping costs are the sole responsibility of the customer. We do not cover or reimburse any return shipping fees.
Refund Processing Once we receive and inspect the returned item and confirm it meets our return conditions, a full refund will be issued to the original payment method within 1–2 business days.
Restocking Fee We do not charge any restocking fees. All eligible returned items will be refunded at the full original product price, with no additional deductions applied.
Our Responsibility
In the event of an error on our part — including incorrect items shipped or packages lost in transit — we will take full responsibility and issue a complete refund without requiring the return of the item.
Order Cancellations
If you wish to cancel an order due to a change of mind or an incorrect item selection, please note the following:
- Order not yet shipped: Please contact us immediately by emailing support@puppyle.com. We will do our best to cancel your order as soon as possible.
- Order already shipped: If your order has already been dispatched and we are unable to intercept it, we are unable to process a direct refund at that stage. Please wait to receive the package and initiate a return in accordance with our 14-day return policy outlined above. A refund will be processed once the returned item has been received and verified.
Exchanges
We accept exchanges for customers who wish to switch to a different style or size. Please follow the steps below:
- Place a new order for the desired item on our website.
- Ship the original item back to us at your own expense, ensuring it is in unused and resalable condition.
- Once we receive and inspect the returned item and confirm it is in acceptable condition, we will contact you and issue a refund for the original item's product cost only.
- Please note that original outbound shipping fees are non-refundable.
How to Initiate a Return or Refund
To begin the return or refund process, please send an email to support@puppyle.com with your order details and reason for return. Our team will respond promptly and guide you through the next steps.