Refund policy

We want you and your pup to love everything you strut with from Pooch + Pup. But if for any reason you’re not completely happy with your purchase, we’re here to help just follow our simple return rules below!

Return Rules

  • You’ve got 7 days after receiving your item to request a return.
  • The item must be in its original condition—unused and in its original packaging (because, let’s face it, nobody wants a chewed-up return).
  • Returns are subject to a 20% restocking fee.
  • Final sale items are a no-go for returns.
  • The customer is responsible for return shipping.

How to Start a Return

To kick off a return, drop us an email at info@poochandpuphq.com. We’ll let you know where to send your return (please don’t send it back without chatting with us first no one likes surprises at the post office!).

Once approved, you’ll handle shipping, and we’ll provide any additional details you need to get that return strutting back to us.

Damages & Issues

Got the wrong item? Something not quite right? We’re here to fix it! Inspect your order as soon as it arrives and reach out to us if anything is damaged or incorrect.

We’ll get things sorted ASAP!

Non-Returnable Items

Sorry, but we can’t accept returns on:

  • Personalised items (because they were made just for your fur baby!)
  • Final sale items
  • Gift cards

If you have any questions about a specific item, feel free to get in touch at info@poochandpuphq.com, and we’ll be happy to help.

Exchanges

Want to swap out an item? No problem! The fastest way to do this is to return your original item (following the steps above) and place a new order for the replacement. Easy peasy!

Refunds

Once we’ve received and inspected your return, we’ll let you know if the refund has been approved. If it’s a yes, we’ll process your refund to your original payment method within 10 business days. Just keep in mind that banks and credit card companies can take a bit of time to process refunds on their end, so give them a few extra days.

If you haven’t received your refund after 15 business days, reach out to us at info@poochandpuphq.com, and we’ll help you out!