First, if you have a need to consider refunds and returns, you ordered a product from us. Which means that we owe you a “Thank You!”

Nothing makes us happier than a legion of happy PugEnvy customers, and as such we promise to do our very best to deliver an amazing product and customer experience and rest assured, to make right any hiccups along the way.

That said, here are some things you might want to know…

PugEnvy is a small business, we love Pugs and enjoy providing products and services that cater to the breed. We also love our customers and we want 100% of them to be happy with their purchase and we want everyone to have a positive experience with our small company. However, as a small business, we don’t have the resources to provide a “freestyle” return and refund policy. As such, we believe we have put together a fair and reasonable return and refund policy that is suitable for both our company and our customers.

Returns

You have 15 calendar days to return an item from the date you received it. To be eligible for a return and possible refund, your item must be unused and in the same condition that you received it.

  • You may cancel an order at any time prior to shipment and recieve a full refund
  • You will always have 15 calendar days from date of purchase to return an unopened item and recieve a full refund
  • If your order arrives damaged or defective we will repair or replace it
  • Your item must be in the original packaging for any returns
  • Your item needs to have the receipt or proof of purchase, an order number will do

The following reasons ARE valid reasons for return where you pay the shipping return costs:

  • You changed your mind and don’t want the product, it is unused and in it’s original unopened packaging
  • You ordered the wrong size, color, options for a particular item
  • Item is defective or missing pieces (all items are personally checked before shipping)
  • Item is damaged in transit

The following reasons ARE NOT elligible for return or refund:

  • Items that you opened and used
  • Items without the original and undamaged packaging
  • Items that you damaged or allowed to be damaged
  • Items beyond the 15 day calendar period for any reason
  • Items that your Pug doesn’t like, enjoy, play with or otherwise ignore
  • Items that were purchased on sale or close out

Defective or Damaged Products

For products with factory defects, missing parts or other problems originating prior to shipment – we ask that you report any product defects within 10 days of you receiving your order. We will make every attempt to replace or repair the product.

Refunds

For any approved return, once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Shipping

For any approved return, with the exception of defective products, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  For replacement orders where the product was defective, damaged or missing parts, you will not be responsible for any additional shipping.

Contact Us

If you have any questions on how to return your item to us, returns@PugEnvy.com

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