Refund & Return Policy

Last updated: June 2026

At Pupsyy, your satisfaction is our top priority. We want you and your furry friend to love every product you receive. If something isn't right, we're here to make it right.

30-Day Return Policy

We offer a 30-day return policy from the date you receive your order. To be eligible for a return, your item must be:

Unused and in the same condition you received it
In the original packaging
Accompanied by proof of purchase (order number or email confirmation)

Items Eligible for Return

Wrong item received
Damaged or defective item on arrival
Item significantly different from the product description

Items NOT Eligible for Return

Items returned after 30 days of delivery
Used, worn, or opened items (for hygiene reasons — toys, collars, bedding)
Items on sale or purchased with a discount code
Gift cards

How to Start a Return

Email us at support@pupsyy.com with:
- Your order number
- Reason for return
- Clear photos of the item (especially if damaged or defective)
Our team will respond within 1–2 business days
We will send you return instructions and the return address
Once we receive and inspect your return, we will notify you of approval

Please do not send items back without contacting us first.

Refunds

Once your return is received and inspected:

Approved refunds are processed within 5–7 business days
Refund is issued to your original payment method (PayPal or credit card)
Your bank or PayPal may take an additional 3–5 business days to reflect the refund
You will receive an email confirmation once your refund is processed

Partial Refunds

In some situations, only partial refunds may be granted:

Item is not in its original condition or is missing parts for reasons not due to our error
Item returned after 30 days but within 45 days of delivery (case by case basis)

Damaged or Defective Items

If your item arrives damaged or defective:

Contact us within 7 days of receiving the item
Send photos clearly showing the damage to support@pupsyy.com
We will send you a free replacement or issue a full refund — your choice
You will NOT be required to return the damaged item in most cases

Wrong Item Received

If you received the wrong item:

Contact us immediately at support@pupsyy.com
We will ship the correct item at no extra cost
A prepaid return label will be provided for the wrong item

Lost or Stolen Packages

If your tracking shows delivered but you haven't received the package, contact us within 7 days of the delivery date
We will investigate with the shipping carrier
If the package is confirmed lost, we will send a free replacement or issue a full refund
Pupsyy is not responsible for packages stolen after confirmed delivery

Shipping Costs for Returns

If the return is due to our error (wrong or damaged item) — we cover all return shipping costs
If the return is due to change of mind — the customer is responsible for return shipping costs
Original shipping costs are non-refundable

Order Cancellations

Orders can be cancelled within 12 hours of placing them
After 12 hours, orders may already be processed and shipped — cancellation is not guaranteed
To cancel, email us immediately at support@pupsyy.com with your order number

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need a different size or color, we recommend placing a new order and returning the original item.