At PupChill, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and that's why we've designed a return and refund policy that is clear, fair, and easy to follow. Please take a moment to review our policy to ensure a smooth return experience.

Returns

You have the right to return any product purchased from PupChill within 60 days of the delivery date. To be eligible for a return, the product must be:

• Unused: The item must not have been used or altered.
• In Original Condition: The item should be in the same condition as when you received it.
• In Original Packaging: The packaging should be intact, with all original tags and labels attached.

Initiating a return:

•  To initiate a return, please contact our customer service team at support@pupchill.com
• Please provide your order number, a detailed reason for the return, and any supporting images if applicable. 

Return costs:

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or the product is found to be defective/wrong item variant. Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.  

Incorrect Shipping Address

PupChill is not responsible for packages that are lost, delayed, or returned due to an incorrect or incomplete shipping address provided by the customer at checkout. Please double-check your shipping details before placing your order.
If a package is returned to us due to an incorrect address, the customer is responsible for the cost of reshipping. Refunds will be issued minus the original shipping and handling fees and any applicable restocking fee.

Damages and Wrong variant:

If you receive an item that is incorrect, defective, or damaged during transit, please contact us immediately. Upon approval, we will issue a return authorization number along with detailed instructions on how to return the item. Make sure to ship the return within 14 days of receiving the authorization. 

For damaged or defective items, the product must be returned in its original condition and packaging. We will cover the return shipping costs. Upon receiving the return, we will inspect the item and we will process a full refund, exchange, or store credit, depending on the customer's preference.

Exchanges

Exchanges are available within the 60-day return period. To exchange an item:

• Ensure the product is unused and in original condition.
• Contact customer service to receive instructions and a return authorization number.
• Ship the item securely to prevent damage during transit.

Exchanges are offered for products of equal value through store credit. If the exchange is for an item of a different value, the customer is responsible for covering the price difference. Customers are also responsible for the return shipping cost.

Non-Returnable Items

Certain items are not eligible for returns, including:

• Used or Washed Items: Any item that has been used or washed is not eligible for a return or refund.
• Customized Products: Personalized or customized items cannot be returned unless they arrive damaged or defective.
• Final Sale Items: Products marked as final sale are non-returnable.

Restocking Fee

A 15% restocking fee applies to all returns. This fee covers the costs associated with processing the return, restocking the inventory, and any potential depreciation of the returned items.

Waiver of Restocking Fees: The restocking fee may be waived under the following conditions:

• The item was received damaged or defective.
• The wrong item was shipped, and a suitable replacement is unavailable.

Refund Processing

Once we receive and inspect your returned item, we will initiate the refund process. The refund will be credited to your original payment method. Please allow some time for the refund to reflect in your account, as processing times may vary depending on your bank.

If a restocking fee applies, it will be deducted from your refund amount.

Replacement Policy

In certain cases, PupChill may offer a replacement without requiring the return of the original item. If you are unsatisfied with the replacement, both the original and replacement items must be returned to be eligible for a refund. This is a one-time exception, and future replacements will require the return of the original item.

Changes to the Return Policy

PupChill reserves the right to modify or update this return policy at any time. Any changes will take effect immediately upon being posted on our website. We encourage you to review this policy regularly to stay informed.

Contact Us

If you have any questions or concerns regarding our return and refund policy, please do not hesitate to contact our customer service team at support@pupchill.com. We are here to assist you and ensure that your shopping experience with PupChill is nothing short of excellent.

Thank you for choosing PupChill!