Return & Refund Policy
At Pupelloa, we want you and your furry friend to be happy with every purchase. 🐾
We understand that sometimes things don't go exactly as planned. If you have a concern with your order, simply reach out to us and we'll do our best to find a fair and helpful solution.
Our approach is simple: listen first, understand the situation, and help wherever we can.
1. Our Easy Return Promise
If you have an issue with your order, please contact us before sending anything back.
Depending on your situation and the condition of the product, we may be able to offer:
- A replacement
- An exchange
- Store credit
- Reshipment
- Another appropriate solution
We review return requests fairly and individually because we understand that every situation can be different.
2. When Can You Contact Us?
You can reach out to us if:
- You received a damaged product
- You received the wrong product
- Your product appears to be defective
- You received an incorrect size or variant
- An item is missing from your order
- You have a delivery-related concern
- You would like to discuss an eligible return or exchange
Please contact us at mithun@pupelloa.com with your order number and a brief description of the issue.
3. Prepaid Orders
For orders paid in advance through an online payment method, our standard resolution is replacement, exchange, store credit, or another appropriate resolution rather than a monetary refund to the original payment method.
We believe this gives you useful options to find another Pupelloa product that works better for you or your pet.
Where applicable law requires a monetary refund or another specific remedy, your legal rights will always be respected.
4. Damaged or Defective Products
We take product quality seriously.
If your product arrives damaged or appears to have a manufacturing defect, please contact us as soon as possible.
To help us resolve the issue quickly, please send:
- Your order number
- A description of the problem
- Clear photos of the product
- Photos of the packaging where relevant
- A short video if it helps demonstrate the issue
After reviewing the information, we may provide a replacement, exchange, store credit, or another suitable resolution.
5. Wrong Product Received
If we accidentally send you the wrong product, please let us know.
We'll review the order and work with you to arrange the most appropriate solution, which may include a replacement or exchange.
You should not have to worry about correcting an error made during fulfillment.
6. Wrong Size or Variant
For products where size or variant matters, please check the sizing information and product details before placing your order.
If you accidentally select the wrong size, color, or variant, contact us.
If the item is unused and meets our return conditions, we may be able to offer an exchange or store credit, depending on availability.
7. Products Used by Pets
For health, hygiene, and safety reasons, products that have been used by a pet may generally not be eligible for a change-of-mind return or exchange.
This may include products showing:
- Fur or hair
- Dirt
- Odor
- Bite or chew marks
- Scratches
- Signs of wear
- Washing or alterations
This restriction does not affect applicable consumer rights relating to defective or incorrectly supplied products.
8. Change-of-Mind Returns
We understand that sometimes you may decide that a product isn't right for you.
If an eligible product is unused, undamaged, and in suitable condition, contact us to discuss your available options.
Depending on the circumstances, we may offer an exchange or store credit.
For prepaid orders, a monetary refund will not normally be provided for change-of-mind requests, except where required by applicable law.
9. Return Conditions
To help us keep the return process fair for everyone, returned products should generally be:
- Unused
- Undamaged
- In their original condition
- In the original packaging where reasonably possible
- Accompanied by your order information
Certain products may have additional restrictions because of hygiene, safety, or product-specific considerations.
10. Return Shipping
If the return is needed because you received the wrong product, a damaged product, or a defective product, we'll review the situation and determine the appropriate shipping arrangement.
For change-of-mind returns, wrong-size selections, or other customer-requested returns, return shipping costs may be the customer's responsibility.
We'll explain any applicable shipping costs before you proceed.
11. Store Credit
When store credit is offered, it can be used toward eligible future purchases from Pupelloa.
This gives you the flexibility to choose another product that may be a better fit for your pet.
Any applicable store-credit terms will be communicated when the credit is issued.
12. Exchanges & Replacements
We are happy to consider exchanges and replacements for eligible situations.
Replacement or exchange availability depends on product inventory.
If the exact product is unavailable, we'll discuss another suitable option with you.
13. Orders That Cannot Be Delivered
Please make sure your shipping information is correct when placing your order.
If a package is returned because of an incorrect or incomplete address, repeated delivery failure, or refusal by the recipient, the order will not automatically qualify for a monetary refund.
Where possible, we may offer reshipment or store credit. Additional shipping charges may apply for reshipment.
14. Package Marked as Delivered
If your tracking information says that your package has been delivered but you cannot find it, please first check around your delivery location and with household members, neighbors, building management, or reception where applicable.
You may also contact the shipping carrier.
If you still cannot locate the package, contact us with your order and tracking details. We'll do our best to assist you with the delivery investigation.
15. How to Request a Return
Please email:
mithun@pupelloa.com
Include:
- Your name
- Order number
- Product name
- Reason for contacting us
- Photos or video where relevant
Please wait for our instructions before sending any product back.
16. Refunds
Pupelloa's standard resolution for prepaid purchases is replacement, exchange, store credit, or another appropriate solution rather than a monetary refund to the original payment method.
If a monetary refund is required under applicable law or an exceptional circumstance approved by Pupelloa, the refund will generally be processed to the original payment method.
Your bank or payment provider may require additional time for the funds to appear in your account.
17. Fair & Respectful Customer Care
We believe returns should not feel complicated or stressful.
Our team will treat every customer respectfully and review each genuine concern fairly.
If something went wrong with your order, please give us the opportunity to understand what happened and help make it right.
18. Consumer Rights
This policy explains our standard return and refund process.
It does not limit or remove any mandatory consumer rights that apply to your purchase.
Where applicable law gives you a right to a refund, replacement, repair, cancellation, or another remedy, those rights will continue to apply.
19. Contact Us
Need help with your order?
We're here for you.
Pupelloa Customer Care
Email: mithun@pupelloa.com
Website: Pupelloa.com
Please include your order number whenever possible so we can assist you faster.
Pupelloa 🐾
Made for Happy Pets. Chosen for Loving Pet Parents.