Refund policy
Returns & Refunds Policy
We want you to love your Puppington order. If something is not right, please contact us at hello@puppington.co.uk and we’ll help.
Change of Mind Returns
For online orders, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After you tell us you wish to cancel, you then have 14 days to return the item to us.
To start a return, email hello@puppington.co.uk with your order number and the item you would like to return.
Items must be returned unused, in their original condition and, where possible, in their original packaging.
30-Day Puppington Returns
In addition to your legal cancellation rights, we offer a 30-day return window for eligible unused items.
This does not affect your statutory rights.
Non-Returnable Items
We cannot accept returns for:
- Gift cards
- Items that have been used, worn, washed or damaged after delivery
- Items returned in an unsuitable condition
- Personalised or custom-made items, if applicable
- Sealed goods that are not suitable for return for hygiene reasons once unsealed, where applicable
Refunds
Once your return has been received and checked, we’ll email you to confirm whether the refund has been approved.
Approved refunds will be made to your original payment method.
Where you are exercising your legal right to cancel, we will refund the item price and the standard delivery cost you paid for the order. If you selected a more expensive delivery option, we only refund the cost of standard delivery.
We may reduce your refund if the item has been handled more than necessary and its value has been reduced.
Refunds will be processed within 14 days of us receiving the returned goods or receiving proof that you have sent them back, whichever is earlier.
Return Shipping
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning your order.
We recommend using a tracked service, as you are responsible for the item until it reaches us.
Please contact hello@puppington.co.uk before sending a return so we can provide the correct return address and instructions.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us at hello@puppington.co.uk as soon as possible with your order number and photos of the issue.
We will arrange a replacement, refund or other suitable solution in line with your statutory rights.
Exchanges
If you would like to exchange an item, please email hello@puppington.co.uk. Exchanges depend on stock availability. In some cases, we may ask you to place a new order and return the original item for a refund.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account and contact your card provider or payment provider, as processing times can vary.
If you have done this and still have not received your refund, contact us at hello@puppington.co.uk.
Final Sale Items
Items clearly marked as Final Sale are not eligible for our 30-day change-of-mind return policy unless they are faulty, damaged, incorrect or your statutory rights apply.
Gifts
If an item was marked as a gift and shipped directly to you, we may issue a gift credit once the returned item has been received and approved.
If the gift buyer had the order shipped to themselves before giving it to you, any refund will be issued to the original payment method.