Cancellations
By placing an order with PUPACKS, the customer confirms that they are authorized to use the payment method provided and expressly authorizes PUPACKS to charge the total amount displayed at checkout.
Orders may be cancelled for a full refund within 24 hours of purchase only if production or fulfillment has not yet begun. Production may begin shortly after an order is confirmed. Once production or fulfillment has started, cancellation may no longer be available.
By completing checkout, the customer acknowledges and agrees to this cancellation policy, our Terms of Service, and our Refund Policy.
Condition
To be eligible, the item must be:
- Unused and in the same condition you received it
- Free of odours, pet hair, marks and damage
- In its original packaging
How to start a return
Email support@pupacks.com with your order number and the reason for the return. We will reply with the return address and instructions. Please do not send anything back before you have heard from us — unannounced returns can be lost.
Return shipping
Return postage is paid by the customer unless the item arrived damaged, faulty, or is not what you ordered, in which case we cover it. We recommend a tracked service; we cannot refund a return that never reaches us.
Refunds
Once your return arrives and is inspected, we will email you to confirm the outcome. Approved refunds are issued to the original payment method. Your bank or card issuer controls how quickly the money appears, which is usually a few business days.
Exchanges
Want the other colourway instead? Return the original under this policy and place a new order — that is the fastest route, and the new order still ships free.
Damaged or wrong items
If your Pupack arrives damaged or you received the wrong colourway, email support@pupacks.com as soon as possible after delivery with photos. We will review the issue and, when appropriate, provide a replacement or refund.
Returns address
Email support@pupacks.com with your order number, and we will send you the correct address for your return. Packages sent anywhere else cannot be accepted or refunded.