Refund policy

At Mr Pup, we want you and your pup to love every purchase. If something isn't right, we're here to help while keeping our policies fair for everyone.

Returns

We accept returns within 30 days of delivery for eligible items.

To qualify for a return:

  • The item must be unused, unworn, and in its original condition.
  • All original packaging, tags, and accessories must be included.
  • Proof of purchase (order number or receipt) is required.

We reserve the right to refuse returns that do not meet these requirements.

Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged or defective:

  • Dog treats, food, or consumable products
  • Personalized or custom-made items
  • Gift cards
  • Clearance or final sale items
  • Products showing signs of use, damage, or excessive wear

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We'll review your claim and, if approved, provide a replacement or refund at our discretion.

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

If approved, refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear.

Original shipping charges are non-refundable unless the return is due to our error.

Return Shipping

Customers are responsible for return shipping costs unless:

  • We shipped the wrong item.
  • The item arrived damaged or defective.
  • The return is required because of our mistake.

We recommend using a trackable shipping service, as Mr Pup is not responsible for returns lost during transit.

Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return your eligible product (if approved) and place a new order.

Order Cancellations

Orders are processed quickly to ensure fast shipping. If you need to cancel an order, contact us as soon as possible. Once an order has been processed or shipped, it cannot be canceled.

Refused Deliveries

Orders refused at delivery or returned because of an incorrect shipping address provided by the customer may be subject to:

  • Return shipping charges
  • Original shipping costs
  • A restocking fee of up to 20%

These amounts may be deducted from any approved refund.

Chargebacks

If you experience an issue with your order, please contact us before filing a payment dispute or chargeback. We are committed to working with customers to resolve concerns whenever possible.

Fraudulent or abusive chargebacks may be contested using shipment tracking, delivery confirmation, and other order records.

Right to Refuse Returns

Mr Pup reserves the right to deny any return or refund request if:

  • The return does not meet the eligibility requirements.
  • The item has been used, damaged, altered, or is missing parts.
  • Fraudulent, abusive, or excessive return activity is suspected.

Contact Us

If you have questions about your order or would like to request a return, please contact our customer support team through the contact information provided on our website.