Returns policy
We offer a 30-day return window, meaning you may request a return within 30 days of receiving your order.
To be eligible for a return, items must be unworn, unused, in their original condition, with tags attached and returned in the original packaging.
How to Request a Return
Returns must be requested directly through your customer account.
Log in to your account, open your order history, and select “Request return” within the 30-day return window. Once your request is submitted, it will be reviewed and you will receive confirmation and further instructions.
Items sent back without an approved return request will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
Damages & Issues
Please inspect your order upon delivery. If an item arrives damaged, defective, or incorrect, contact us promptly at hello@puppably.com so we can evaluate the issue and resolve it appropriately.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please submit a return request for your original purchase and place a new order once your return has been approved.
Exceptions
Gift cards are non-returnable.
Sale items may be returned in accordance with the European Union 14-day right of withdrawal. After this period, sale items are not eligible for return unless otherwise required by law.
European Union 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days without providing a reason.
Returned items must be in original condition, unworn, unused, with tags attached and in original packaging. Proof of purchase is required.
In accordance with EU regulations, the original standard shipping cost will be refunded in the event of a valid withdrawal.
Refunds
Once your return is received and inspected, you will be notified of the outcome.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that banks and payment providers may require additional processing time.
If the Entire Order Is Returned
If you exercise your right of withdrawal and return the complete order within the applicable return period, we will refund:
- The full purchase price of the products
- The original standard shipping costs
Please note that any additional costs resulting from choosing express or upgraded shipping options are non-refundable.
If Only Part of the Order Is Returned
If only certain items from your order are returned, we will refund the returned product(s) only.
Original shipping costs are not refunded in cases of partial returns.
If more than 15 business days have passed since your return was approved, please contact us at hello@puppably.com.