RETURNS AND REFUND POLICY

At pup., we are committed to ensuring you and your furry friend are completely satisfied with your purchase. We understand that buying online can sometimes be uncertain, which is why we offer a straightforward and fair returns policy.

Your satisfaction is our priority. If you're not happy with your pup. Comfort Pad for any reason, we're here to help.

1. OUR 90-DAY SATISFACTION GUARANTEE

1.1 We stand behind the quality of our products. We offer a 90-Day Satisfaction Guarantee on all pup. Comfort Pads.

1.2 If you are not completely satisfied with your purchase for any reason, you may return it within 90 days of delivery for a full refund of the purchase price.

1.3 This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1.4 Our Promise: We believe so strongly in our products that we offer this no-questions-asked guarantee. If our Comfort Pad doesn't protect your floors as promised, we'll make it right.

2. YOUR STATUTORY CANCELLATION RIGHTS

2.1 Under the Consumer Contracts Regulations, if you are a consumer, you have the legal right to cancel your order within 14 days without giving any reason.

2.2 The cancellation period expires 14 days from the day you (or someone you nominate) physically receives the goods.

2.3 To exercise your cancellation right, you must inform us by a clear statement. You can do this by:

• Emailing us at hello@wearepup.com

3. RETURNS ELIGIBILITY

Products Eligible for Return

3.1 To be eligible for a return under our 90-Day Satisfaction Guarantee, your product must:

• Be returned within 90 days of delivery

• Be in its original packaging

• Be in a resaleable condition (clean, unwashed, and undamaged)

• Be accompanied by proof of purchase

Products That Cannot Be Returned (Unless Faulty)

3.2 For hygiene and safety reasons, we cannot accept returns of:

• Products that have been used, washed, or soiled

• Products damaged through misuse or negligence

• Products that have been modified or altered

• Products returned without original packaging that cannot be resold

3.3 Special Note: We understand you may want to test the product. If you have used it once to test quality and find it unsatisfactory, please contact us directly. We assess these situations case-by-case and may still offer a return or exchange.

4. FAULTY, DAMAGED, OR INCORRECT PRODUCTS

4.1 If you receive a product that is faulty, damaged, or not as described, please contact us within 48 hours of delivery.

4.2 When reporting a faulty or incorrect product, please provide:

• Your order number

• A clear description of the issue

• Photographs showing the fault or damage

4.3 For faulty or damaged products, we will:

• Arrange for return at our expense

• Offer a full refund (including original delivery charges) OR

• Send a replacement product free of charge

4.4 Your Statutory Rights: Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If your product does not meet these standards, you have the right to reject the goods and receive a full refund within 30 days. After 30 days, you may be entitled to a repair or replacement.

5. HOW TO RETURN A PRODUCT

5.1 To initiate a return, please follow these steps:

Step 1: Contact Us

Email us at hello@wearepup.com. Include your order number and reason for return.

Step 2: Receive Returns Authorisation

We will send you a Returns Authorisation Number (RAN) and instructions. Please do not send items back without a RAN as this may delay processing.

Step 3: Pack and Ship

Pack the product securely in original packaging if possible. Include your RAN and proof of purchase. Ship to the address provided.

Step 4: Receive Your Refund

Once we receive and inspect your return, we will process your refund within 5-7 business days.

6. RETURN SHIPPING COSTS

6.1 Change of Mind Returns: You are responsible for the cost of returning the product to us. We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.

6.2 Faulty/Damaged/Incorrect Products: We will cover the cost of return shipping. We will either provide a prepaid return label or reimburse reasonable shipping costs.

6.3 Statutory Cancellation: If you cancel within the 14-day statutory period, you are responsible for return shipping costs unless the product is faulty.

7. REFUND DETAILS

What You Will Receive

7.1 90-Day Satisfaction Guarantee Returns: Full refund of the product purchase price. Original delivery charges are not refunded unless the product was faulty.

7.2 Faulty/Damaged Products: Full refund of product price AND original delivery charges.

7.3 Statutory Cancellation: Full refund of product price. Standard delivery charges refunded; any extra cost for express delivery is not refundable.

Refund Timeline

7.4 We will process your refund within 14 days of receiving the returned product (or within 14 days of you providing evidence of return, whichever is earlier).

7.5 Refunds are made to the original payment method. Depending on your bank or card provider, it may take an additional 5-10 business days for the refund to appear in your account.

Partial Refunds

7.6 In certain circumstances, we may offer a partial refund:

• Products returned in a condition that affects their resale value

• Products returned without original packaging or accessories

• Evidence of use beyond reasonable testing

8. EXCHANGES

8.1 If you would like to exchange a product for a different size or variant, please contact us. Subject to availability, we can arrange an exchange.

8.2 For exchanges, you may need to return the original product first. Once received, we will dispatch the replacement.

8.3 If the replacement product has a different price, we will charge or refund the difference accordingly.

9. SPECIAL CIRCUMSTANCES

Sale or Promotional Items

9.1 Products purchased at a discounted price or during a sale are subject to the same returns policy as full-price items. Your statutory rights are not affected.

Gifts

9.2 If you received a pup. product as a gift, please contact us. We can arrange a return and provide store credit or an exchange. For refunds, we will need to process the refund to the original purchaser's payment method.

Bundle or Multi-Pack Purchases

9.3 If you purchased a bundle or multi-pack, you may return individual items, and we will refund the proportionate value. Alternatively, return the complete bundle for a full refund.

10. INTERNATIONAL CUSTOMERS

10.1 This returns policy applies to customers who purchased directly from our website. If you purchased through a third-party retailer, please contact them directly regarding returns.

10.2 For international returns, you are responsible for return shipping costs and any customs duties or taxes. We recommend using a tracked shipping service.

10.3 Refunds for international orders will be processed in the original currency of payment.

12. CONTACT US

12.1 If you have any questions about our returns policy or need assistance with a return, please contact us:

pup. Customer Service

Email: hello@wearepup.com

12.2 Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (UK time), excluding public holidays. We aim to respond to all enquiries within 24-48 hours.