Refund policy

PouchPup™ Return & Refund Policy

Last Updated: September 6, 2026

At PouchPup™, we want you and your pup to love your order. This policy explains when returns, replacements, and refunds may be available.

30-Day Return Window

You may request an eligible return within 30 days of delivery. To qualify, the product must be unused, unworn, unwashed, free of pet hair, stains, odors, or damage, and returned in its original condition with tags and packaging intact.

For hygiene reasons, products showing signs of wear, pet use, washing, or alteration cannot be returned unless the item arrived defective or applicable law requires otherwise.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from what you ordered, contact us promptly with:

• Your order number
• A description of the issue
• Clear photos or video showing the problem
• Photos of the packaging when relevant

Once the issue is verified, we may provide an appropriate replacement or refund at no additional cost.

Sizing & Change-of-Mind Returns

Please review our size guide carefully before ordering. Choosing an incorrect size, color, or quantity does not make a product defective.

Eligible unused items may still be returned within the 30-day window. Unless the return results from our error or applicable law provides otherwise, return shipping costs are the customer’s responsibility.

Non-Returnable Items

Unless required by law, we cannot accept products that have been:

• Worn, washed, used, or altered
• Used to carry or hold a pet
• Covered in pet hair or exposed to pet-related odors or stains
• Damaged after delivery
• Returned without required tags or original packaging
• Otherwise rendered unsuitable for resale

Refunds

Once an eligible return has been received and inspected, approved refunds will be issued to the original payment method.

Financial institutions may take several business days to post the refund after it has been processed.

Original shipping charges are generally non-refundable unless the return resulted from our error, a defective product, or applicable law requires otherwise.

Order Changes & Cancellations

We process orders quickly. If you need to change or cancel an order, contact us as soon as possible.

We cannot guarantee changes or cancellations after an order has entered processing or shipped.

Incorrect Addresses & Unclaimed Packages

Customers are responsible for providing complete and accurate shipping information.

PouchPup™ is not responsible for costs resulting from an incorrect address provided by the customer, except where required by law. Refusing delivery or failing to collect a shipment does not automatically qualify an order for a refund.

Delivered but Missing Packages

If tracking shows your package as delivered but you cannot locate it, please check your property, household members, neighbors, and the shipping carrier.

We will assist with investigating eligible delivery issues, but a carrier’s delivered status does not automatically establish eligibility for a refund.

Policy Abuse

To the extent permitted by law, PouchPup™ reserves the right to deny claims where there is reasonable evidence of return fraud, altered evidence, policy abuse, or repeated fraudulent claims.

Consumer Rights

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded or restricted under applicable law.

Contact Us

To request assistance, contact PouchPup™ customer support using the contact information provided on our website and include your order number.