Refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To start a return, contact us at bypuffpup@gmail.com. You will need your receipt or proof of purchase. Please note that returns must be sent to the following address:

Calle Seseña 22, 1D, 28024 Madrid, Spain.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

For any questions about returns, contact us at bypuffpup@gmail.com.

90-Day Satisfaction Guarantee

Every dog is different, so we want you to try Puffpup with yours risk-free. If you're not happy with the result within the first 90 days, you can request a return even if the item has been worn. We only ask that you email us before sending it and that the product is in reasonable condition, with no intentional damage or breakage beyond normal use.

For any other returns not covered by this guarantee, the item must be in the same condition you received it, unworn, with tags and in its original packaging.

Damages and issues

Please inspect your order as soon as you receive it and contact us right away if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (food, flowers or plants), custom products (special orders or personalized items) and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. If you have questions about a specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to 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 14-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 14 days of receipt, for any reason and without justification.

During this period you may handle and try the product to check its nature, characteristics and functioning, as you would in a physical store, without affecting your right of withdrawal. You will only be liable for any reduction in value resulting from handling beyond what is necessary for that check. You will need your receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded to 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.

If more than 15 business days have passed since we approved your return, please contact us at bypuffpup@gmail.com.