Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return under our 30-day return policy, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. This does not affect any statutory rights you may have under applicable consumer law.

To start a return, please contact us at sales@puppypleasure.com. Returns must be authorized before being sent. If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@puppypleasure.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, including perishable goods, custom or personalized products, and personal care goods where applicable. We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us at sales@puppypleasure.com if you have questions about whether a specific item is eligible for return.

Gift cards are non-returnable. For sale items, your statutory rights, including any applicable right of withdrawal for customers in the European Union, are not affected.

Exchanges
The fastest way to exchange an item is to contact us at sales@puppypleasure.com. If your return is accepted, we’ll provide instructions for returning the original item. Once the return has been handled, you can place a separate order for the new item.

European Union 14 day cooling off period
If your order is delivered to a country in the European Union, you have the right to cancel or withdraw from your purchase within 14 days of receiving the goods, without giving a reason, in accordance with applicable EU consumer law. To exercise this right, please contact us at sales@puppypleasure.com within the 14-day period. You then have 14 days from notifying us of your decision to return the goods. Items should be returned in the condition in which they were received, subject to any handling reasonably necessary to inspect the nature, characteristics, and functioning of the goods. Certain exceptions to the right of withdrawal may apply as provided by law.

Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be refunded to your original payment method. Please remember that it may take additional time for your bank or credit card company to process and post the refund. Where applicable, refunds will be made within the time limits required by law. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at sales@puppypleasure.com.