Return & Refund Policy

Last updated: September 11, 2026

At Puppiora, we want you and your pets to be happy with your purchase. If you are not completely satisfied with your order, please review the policy below to determine whether your purchase is eligible for a return or refund.

1. Return Period

We accept eligible return requests within 30 days of the date your order is delivered.

To request a return, please contact us within this 30-day period.

Items returned after 30 days may not be eligible for a refund or replacement, except where required by applicable law.

2. Eligibility for Returns

To be eligible for a return, the item should generally be:

• Unused and in its original condition.

• In the original packaging, where applicable.

• Free from damage caused by misuse or improper handling.

• Accompanied by proof of purchase or your order number.

Some products may not be eligible for return because of their nature, hygiene considerations, or applicable legal requirements.

3. Pet-Related Products

For health, safety, and hygiene reasons, certain pet products may not be eligible for return once opened or used.

For example, items that have been used by a pet may not be accepted for return where hygiene or safety concerns apply.

Please contact us before sending an item back if you are unsure whether your product is eligible.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs or video of the product and packaging, if applicable.

After reviewing the issue, we may offer an appropriate solution, which may include a replacement, refund, or other resolution.

5. Change of Mind

If you simply change your mind about a purchase, the item may be eligible for a return if it meets our return requirements.

Unless otherwise stated, the customer is responsible for return shipping costs for change-of-mind returns.

Original shipping charges may not be refundable.

6. Items That Cannot Be Returned

Certain items may not be eligible for return, including products that:

• Have been used or worn by a pet where hygiene or safety considerations apply.

• Have been damaged after delivery through misuse or improper care.

• Are personalized or customized products, where applicable.

• Cannot reasonably be resold due to their nature.

• Are otherwise excluded by applicable law.

This does not affect any mandatory consumer rights that apply to your purchase.

7. How to Request a Return

To request a return, please contact Puppiora through our Contact Us page.

Please include:

Order Number:
Name:
Reason for Return:
Photographs, if applicable:

Please do not send products back to the return address on the original shipping package unless Puppiora has provided return instructions.

8. Return Approval

Once we receive your return request, we will review the information and let you know whether your return has been approved.

If your return is approved, we will provide instructions regarding where and how to send the product.

Returns sent without prior approval may not be accepted.

9. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If your refund is approved, the refund will generally be issued to the original payment method.

The time required for the refund to appear in your account may depend on your bank or payment provider.

10. Partial Refunds

In certain circumstances, only a partial refund may be provided, including where an eligible item has been returned in a condition that does not meet our return requirements.

Any applicable partial refund will be determined after reviewing the returned product.

11. Replacements

Where appropriate, Puppiora may offer a replacement instead of a refund, particularly when an item arrives damaged, defective, or incorrect.

Replacement availability depends on product availability.

If the original product is unavailable, we may offer another appropriate resolution.

12. Return Shipping Costs

For approved returns due to a change of mind or personal preference, the customer may be responsible for return shipping costs.

If an item is confirmed to have arrived damaged, defective, or incorrect, Puppiora will review the circumstances and determine the appropriate resolution in accordance with applicable law.

13. Refused or Undeliverable Packages

If an order is returned to us because of an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to collect the package, additional shipping costs may apply before the order can be resent.

If the customer chooses not to have the package resent, any refund will be handled in accordance with this policy and applicable law.

14. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing your order.

We will try to accommodate cancellation requests before the order enters processing or shipping.

Once an order has been processed or shipped, cancellation may no longer be possible and the order may need to follow the applicable return procedure.

15. Consumer Rights

This Return & Refund Policy does not limit or exclude any rights or remedies you may have under applicable consumer protection laws.

Where applicable law provides you with rights that are more favourable than the terms of this policy, those legal rights will continue to apply.

16. Contact Us

If you have questions about a return, refund, replacement, or exchange, please contact Puppiora through our Contact Uspage.

Please include your order number whenever possible so we can assist you more quickly.

---

Puppiora
Happy pets. Happy homes. 🐾