Return & Refund Policy

Change of Mind

Please carefully review all product descriptions, dimensions, and size guides before placing your order. If you are unsure which size is right for your pet, please contact us before purchasing.

We do not accept returns, exchanges, or refunds for change of mind, incorrect size selection, or if you decide the product is not suitable after delivery.

This policy does not affect your rights under applicable consumer protection laws.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, incorrect, or not as described, please contact us within 14 days of receiving your order at info@puppupparadise.com.

Please include:

• Your order number.
• A description of the issue.
• Clear photos or videos showing the problem.

Once we review your claim, we'll arrange an appropriate resolution, which may include a replacement, refund, or other remedy where required.

Return Authorisation

If a return is approved, we'll provide instructions on how and where to return your item. Items returned without prior authorisation will not be accepted.

Non-Returnable Items

We do not accept returns on:

• Change-of-mind purchases.
• Incorrect size selection.
• Sale or clearance items.
• Gift cards.
• Custom or personalised products.
• Perishable goods (such as food, flowers, or plants).
• Personal care products.
• Hazardous materials, flammable liquids, or gases.

If you're unsure whether your item is eligible, please contact us before requesting a return.

Exchanges

We do not offer direct exchanges. If your item qualifies for a return, any replacement or exchange will be arranged after the original item has been assessed and approved.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving your order for any reason and without justification.

To exercise this right, notify us within 14 days of delivery. You must then return the item within 14 days of notifying us. The item must be unused, in its original condition, and in its original packaging.

If approved, we'll refund your payment within 14 days of receiving the returned item using your original payment method. Standard outbound shipping charges (excluding premium delivery services) will also be refunded where required by law. Unless the item is faulty, damaged, or incorrectly supplied, return shipping costs remain the customer's responsibility.

Refunds

Once we've received and inspected your returned item (where applicable), we'll notify you whether your refund has been approved.

If approved, refunds will be processed to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to complete the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at info@puppupparadise.com.