Refund policy

Last updated: April 2026

Because of the nature of our logistics and fulfilment, we operate with a very strict returns policy. Please read it carefully before placing an order.

No Returns or Exchanges for Change of Mind

We do not accept returns or exchanges if:

  • You changed your mind after ordering

  • Your pet does not like or use the product

  • You ordered by mistake or no longer need the item

  • You expected a different fit, colour or style but the product matches the description on our store

All sales are considered final unless the item is defective or incorrect as described below.

Damaged, Defective or Incorrect Items Only

If your product arrives damaged, defective or you received the wrong item, we will make it right.

To qualify for a resolution:

  • You must contact us within 7 days of the delivery date

  • You must provide clear photos of:

    • the full product

    • the specific issue (damage/defect)

    • the outer packaging and shipping label

  • The item must be unused and in the condition it arrived

Once we review your case, we may, at our discretion:

  • send a free replacement, or

  • issue a full or partial refund to your original payment method

We do not process returns or refunds without prior approval.

No Physical Returns Required in Most Cases

Because our fulfilment is handled through remote warehouses, we usually do not require you to ship the product back for inspection.

In rare situations where we do request a return:

  • Return shipping costs will generally be your responsibility, unless required otherwise by law or agreed by our support team

  • We will only provide the return address after we approve the return in writing

Refund Processing

If a refund is approved:

  • It will be processed to your original payment method

  • Please allow 3–5 business days for your bank or card issuer to post the funds

Original shipping charges (if any) are non‑refundable unless we shipped a damaged or incorrect item.

Order Cancellations

Because orders are sent to fulfilment quickly:

  • We can only honour cancellation requests if your order has not yet been processed or shipped

  • Once processing has started, the order can no longer be changed or cancelled

If you need to cancel, contact us immediately at hello@gudpuppup.com with your order number. We cannot guarantee cancellation, but we’ll do our best.

Chargebacks & Disputes

If you’re unhappy with your order for any reason, please contact us first at hello@gudpuppup.com.

We’re often able to offer solutions such as replacements or partial refunds faster than banks or payment providers can resolve disputes.