🔄 Return Policy

PetPup – Return Policy

At PetPup, customer satisfaction is our priority. Please read our return policy carefully before making a purchase.

📦 Returns Eligibility

Due to the nature of dropshipping, we only accept returns under the following conditions:

• The item arrived damaged

• The item is defective

• The item received is incorrect (wrong product)

We do not accept returns for:

• Change of mind

• Wrong size selection

• Incorrect address provided by the customer

• Normal wear and tear

• Delays caused by the carrier

⏱️ Return Request Timeframe

• All return requests must be submitted within 7 days of delivery.

• Requests made after this period will not be accepted.

📸 Proof Required

To be eligible for a return, customers must provide:

• Clear photos or videos of the damaged, defective, or incorrect item

• Order number and a brief explanation of the issue

Requests without proper proof may be denied.

🚚 Return Shipping

• Customers do not need to return the product, unless explicitly requested by our support team.

• In most cases, we will offer a replacement or refund without requiring the item to be sent back.

💰 Refunds

• Approved refunds will be issued to the original payment method.

• Refund processing may take 5–10 business days, depending on the payment provider.

• Shipping fees are non-refundable.

🔁 Replacements

• If a replacement is approved, a new item will be shipped at no additional cost.

• Replacement shipping times follow our standard shipping policy.

❗ Lost or Stolen Packages

• We are not responsible for packages marked as “Delivered” by the carrier.

• If a package is lost in transit, please contact us and we will assist you in filing a claim with the carrier when applicable.