Return and Refund Policy

• You have 7 days from the date you receive your order to request a return.
• All returns must meet the eligibility conditions below.

Your return request will be accepted if:

1. Defective or damaged item

• Report to us within 48 hours of delivery.
• Provide photos of the damage and your order details.
• We will issue a full refund or send a replacement at no extra cost.
• Claims made after 48 hours may not be accepted.

2. Wrong item received

• We will ship the correct item at no cost.
• Follow our return instructions to send back the wrong item.

3. Change of mind / not satisfied

• Item must be in original condition and original packaging.
• Return shipping costs are your responsibility.

4. Delivery delay

• Contact the courier first. If unresolved, email us at support@puffpaw.shop.

We cannot accept returns or issue refunds for:

• Items that have been used, opened, or are not in original condition/packaging.
• Custom or personalized items.
• Orders received over 7 days ago.
• Items purchased with a discount greater than 20%.

Step 1 – Request a Return

Email support@puffpaw.shop with:

• Order number & proof of purchase
• Reason for return/refund
• Photos of the product (original condition or showing damage)

Step 2 – Receive Return Label

If approved, you’ll receive a prepaid return label and instructions.

Step 3 – Ship Your Item

Drop off at the assigned courier location.

Note: Puff Paw is not responsible for lost return shipments.

Step 4 – Refund Processing

• Allow 2–4 business days after we receive your return for processing.
• Refunds are issued to your original payment method.
• Depending on your bank, it may take up to two billing cycles to appear on your statement.

If we do not receive the returned product within 30 days of refund approval, we will charge your card for the full purchase price.

In some cases, additional personal information may be requested for verification (see our Privacy Policy).