Refund policy
Return Policy
We stand behind the quality of our products and want you to feel confident with your purchase. If something’s not quite right, we’re here to help.
30-Day Return Window
You have 30 days from the date of delivery to request a return.
To be eligible, items must be:
- In the same condition as received
- Unused, unwashed, and in original packaging
- Accompanied by a proof of purchase
To start a return, email us at support@purapup.com.
We’ll review your request and, if approved, send you a prepaid return label along with next steps.
❗Returns sent without prior approval will not be accepted.
Damages or Issues
Please inspect your order upon arrival. If your item is:
- Damaged
- Defective
- Incorrect
…please contact us immediately at support@purapup.com so we can make it right.
Non-Returnable Items
We cannot accept returns on:
- Gift cards
- Personalized or custom items
- Used or washed pet items for hygiene reasons
Have questions? Reach out and we’ll gladly clarify case by case.
Exchanges
The fastest way to get the right item is to place a new order and return the original. Once we receive and approve your return, we’ll refund you as normal.
🇪🇺 EU Customers – 14-Day Cooling-Off Period
If you’re located in the European Union, you’re entitled to a 14-day cooling-off period by law. You may return your item for any reason within 14 days of receiving it.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status.
If approved:
- Refunds will be issued to your original payment method
- Processing may take up to 10 business days
If more than 15 business days have passed without receiving your refund, email us at support@purapup.com
Disclaimer:
PuraPup reserves the right to update or modify this return policy at any time without prior notice. By purchasing from our store, you agree to the terms outlined above.
PuraPup is not liable for delays caused by third-party carriers or return shipments lost in transit. All refunds are subject to our inspection and approval.
This return policy complies with standard consumer rights under applicable local, state, or country laws, and does not affect any statutory rights you may have.
Your Rights Under Australian Consumer Law
This policy does not limit your rights under the Australian Consumer Law. If your item is faulty, not as described, or unfit for purpose, you may be entitled to a refund, replacement, or repair — even after the 30-day return window.