Refund policy
At PupGlam, we want you and your furry friend to love every purchase. If you're not completely satisfied, we're here to help with a simple and transparent return process.
Return Window
We offer a 7-day return policy, meaning you have 7 days from the date your order is delivered to request a return.
Return Eligibility
To qualify for a return, your item must:
- Be unused, unworn, and in its original condition.
- Include all original tags, packaging, and accessories.
- Be free from signs of wear, damage, or misuse.
- Be accompanied by your order confirmation or proof of purchase.
Returns that do not meet these requirements may not be eligible for a refund.
How to Start a Return
To request a return, please contact our Customer Support team at hello@pupglam.com.
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return
Once your request has been reviewed and approved, we'll provide detailed return instructions. Please do not send items back without first receiving return authorization, as unauthorized returns cannot be accepted.
If you have any questions about your return, we're always happy to help at hello@pupglam.com.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or you received the wrong product, contact us within 48 hours of delivery at hello@pupglam.com with your order number and clear photos of the issue.
We'll review your claim promptly and work to provide a suitable resolution, which may include a replacement or refund.
Non-Returnable Items
For hygiene and safety reasons, as well as the nature of certain products, we cannot accept returns for:
- Sale or clearance items
- Gift cards
- Items that have been used, washed, damaged after delivery, or are not in their original condition
- Products returned without prior authorization
If you're unsure whether your item qualifies for a return, please contact us before sending it back.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- A damaged or defective item
- An incorrect item shipped by PupGlam
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Restocking Fees
We do not charge any restocking fees for eligible returns.
If your return is approved and the item is received in its original, unused condition, you will receive a refund for the purchase price of the returned item. Original shipping charges are non-refundable unless the return is the result of our error or the item arrived damaged or defective.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different size, color, or product, simply return the eligible item following our return process and place a new order once your return has been approved.
Refunds
Once your returned item has been received and inspected, we'll notify you by email regarding the status of your refund.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@pupglam.com.
Contact Us
If you have any questions about our Return & Refund Policy, our support team is here to help.
Email: hello@pupglam.com