All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 5 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
We have a 30-day return policy, which means you have 30 days from after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as 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 firstname.lastname@example.org.
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.
We will require video evidence to determine if your item is damaged or malfunctioning prior to lodging any returns.
Puptex is not responsible for damage to products that are caused by your pet/s.
Please do your due diligence and research before ordering. Make sure that you correctly measured the products sizing and check whether its functionality fits your requirements.
Customers may be responsible for the incurring costs of return shipping depending on the reason for the refund.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.