Refund policy

Return and Refund Policy

The short version: you have 30 days to tell us something is wrong. If it is our fault, we cover everything. If you simply changed your mind, you cover the return shipping.

Return window

You have 30 days from the date your order is delivered to request a return. Email consultantvilarece@gmail.com with your order number and, where relevant, a photo. Please do not send anything back before we reply. We will give you the correct return address, and packages sent back without one may not reach us.

If the item is faulty, damaged, or not what you ordered

We cover it entirely. Send us a photo or short video within 30 days of delivery and we will either replace the item free of charge or refund you in full, whichever you prefer. You will not be asked to pay return shipping, and in many cases we will not ask for the item back at all.

Product guarantees

Two products carry a longer promise on top of the 30 days above:

  • Pupwick Flagship, 60-day Jam-Free guarantee: if it jams or stops working within 60 days of delivery, send us a photo or short video and we will replace it or refund you in full. No return needed.
  • Pupwick Spark, Chew Happens guarantee: if it breaks or stops working within 30 days of delivery, including damage from play or chewing, send us a photo and we will send one free replacement. No return needed.

If you changed your mind

We accept returns of unused items in their original packaging within 30 days of delivery. You pay the return shipping, and the refund covers the price of the item. The original shipping charge is not refundable. Because our items ship internationally, return postage can be a meaningful share of an item's price, so it is worth emailing us first. In some cases a partial refund without a return is a better outcome for both of us.

What we cannot accept back

  • Items returned more than 30 days after delivery
  • Items that have been used, washed, assembled beyond a trial fit, or damaged after delivery
  • Items returned without the original packaging or missing parts
  • Items marked final sale at the time of purchase

Cancellations

Email us as soon as possible. If your order has not entered fulfilment yet, we will cancel it and refund you in full. Once it has been dispatched we cannot cancel it, but you can return it under this policy.

Refunds

Approved refunds go back to your original payment method within 5 to 10 business days of us approving the return, or of the returned item arriving. Your bank may take a few more days to show it. We will email you when the refund is issued.

Order never arrived

See our Shipping Policy. If it has been 45 days since dispatch and your order has not arrived, we will replace it or refund you in full.

Questions

Email consultantvilarece@gmail.com and we will answer within 1 business day.