Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to post 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, in its original packaging, and including all component parts.

We do NOT accept returns for products that have been personalized or customized unless there is a legitimate quality concern. 

To start a return, you can contact us at hello@pampered-pups-pet-store.com or pamperedpupspetstore@gmail.com or through the 'Contact Us' form on our website. If you're inquiring about a refund or return, please specify if there is any particular reason why you'd like a refund or return, including sending any photos or videos in the event that you believe a product is defective. This will help expedite the refund or return process.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note: We will only provide pre-paid return postage for defective items, as demonstrated by photo and video evidence. Please be sure to include a photo of the package with tracking information visible, as well as a video of the product with any damage, product flaws or discrepancies clearly shown. It's extremely important to provide this evidence. Otherwise, return postage costs will be at the customer's expense. Depending on the item being returned, the return destination may be one of our overseas warehouses or return hub located in the UK. 

Customers returning items MUST send an email to hello@pampered-pups-pet-store.com or pamperedpupspetstore@gmail.com with accurate and correct tracking information associated to the return within 2 weeks of posting the return out. Otherwise, we will not be able to identify the correct customer associated to the return, and the return may be voided.

You can always contact us for any return question at hello@pampered-pups-pet-store.com or pamperedpupspetstore@gmail.com.

Cancellations
Once an order has been placed, it's immediately transferred to our fulfillment centre to ensure it's delivered as quickly as possible. As such, we are unfortunately unable to process post-order cancellations. However, customers are able to follow the standard returns policy to return any unwanted items once delivered. 

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.

Exchanges
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.

European Union 30 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, 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.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pampered-pups-pet-store.com or pamperedpupspetstore@gmail.com