Refund policy
Last Updated: June 2026
At Pupsilou, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.
30-Day Satisfaction Guarantee
We offer a 30-day satisfaction guarantee from the date your order is delivered.
If your product arrives damaged, defective, or incorrect, please contact us within 30 days and we will gladly assist you with a replacement or refund.
Eligibility for Refunds
To qualify for a refund, one of the following conditions must apply:
- The item arrived damaged or defective.
- You received the wrong product.
- Your order was not delivered.
- The product has a manufacturing defect.
To process your request, we may ask for:
- Your order number.
- Photos or videos showing the issue.
- A brief description of the problem.
Non-Refundable Situations
Refunds will not be issued for:
- Normal wear and tear from use.
- Damage caused by misuse or improper use.
- Products damaged by pets beyond normal intended use.
- Orders where an incorrect shipping address was provided by the customer.
- Delays caused by customs, weather, or carrier issues outside our control.
Returns
In most cases, customers are not required to return the product before receiving a refund or replacement.
If a return is necessary, our support team will provide instructions.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
Once processing or shipping has begun, orders can no longer be canceled.
Refund Processing
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear on your account, depending on your financial institution.
Contact Us
If you have any questions regarding refunds or returns, please contact us:
Email: pupsilou99@gmail.com
We aim to respond within 24–48 business hours.