Refund & Returns Policy — PuppHub Skip to content

Refund & Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pupphub.com
If your return is accepted, we will send instructions on how and where to send your package. The buyer is completely responsible for return shipping costs and items sent back to us. Under no circumstances does PuppHub cover return shipping charges. Returning items without first requesting a return, will not be accepted.

You can always contact us for any return question at info@pupphub.com

 

DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

RESTOCKING FEE
All returns are subject to a deduction based on the original shipping. No handling charge. This deduction applies even if a free shipping offer was applied to the customer order.

 

INCORRECT DETAILS & ITEMS NOT RECEIVED 
PuppHub is not responsible for items that could not be shipped to their destination because of incorrect details or an undeliverable address. 

It is the responsibility of the customer to review their shipping address and information and ensure its accuracy before completing the purchase. Refunds, exchanges or replacements will not be issued on the basis of incorrect details preventing delivery in any way.

In the instance your tracking information shows as "delivered" but you have not received the goods, customers are responsible for contacting the delivery carrier directly, to locate their items. You can reach out to us directly at info@pupphub.com if you require carrier contact details and local tracking numbers. In the case the carrier can not provide you information regarding your order, please provide us with the correspondence you had with the carrier, and we will do what we can to help. Please note, we can not issue refunds or replacements unless this process is followed. 

 

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

30 DAY MONEY BACK GUARANTEE

We want you to be fully satisfied with your purchase from PuppHub. If, for any reason, you are not happy with your product, we offer a 30-day money back guarantee.

Here are the key details of our guarantee:

  • Eligibility: This guarantee applies to all purchases made directly through the PuppHub website or authorized retailers. Only products in their original condition, unused, and with all original packaging are eligible for a refund. Please note, items purchased may slightly vary in sizes by up to 0.75 inches and capacity by up to 16oz/500ml. Refunds will not be issued based on these slight sizing discrepancies. 

  • Refund Process: To initiate a refund, contact our customer support team at info@pupphub.com or by phone within 30 days of your purchase. We will guide you through the return process and provide a return address. The returned product, must be postmarked within 30 days of purchase. Once we receive the returned product and confirm its eligibility, we will initiate the refund process. Refunds will be issued to the original payment method used for the purchase within 7 business days.

  • Non-Refundable Items: Shipping charges are non-refundable. No handling charges. We can also not accept returns due to sizing issues as our product specifications are stated on product pages for customers to make informed decisions. Nor can we accept returns for reasons such as change of mind, dislike of the product, or no longer needing the item. Damaged, modified, or non-original condition products are not eligible for a refund. 

 

CANCELLATION OF ORDER
If you wish to cancel your order before it has been dispatched, we will cancel and refund you for your order. However, we are unable to cancel your order if your items have already been processed and are in transit as we can not ask postal services to return the items to us. 

 

OUR 100% GUARANTEE
All products sold at the PuppHub are quality checked and tested before being sent to any customers. We guarantee the product quality of every product sold at the PuppHub Store and any product that does not meet this standard (broken or damaged during transit) are entitled to a brand new replacement product free of charge. However we can not guarantee our products will work equally for all pets due to their size and breed. Therefore some customers may find the product more or less effective than other customers or how the product is advertised for other pets. In this scenario the customer is not eligible for a refund.

 

EUROPEAN UNION 14 DAY COOLING OFF PERIOD 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pupphub.com

 

CHRISTMAS SHIPPING TIMEFRAMES

Given the anticipated surge in orders and the increased strain on global postal services, shipping times may experience unavoidable delays. For a seamless holiday experience, we strongly recommend placing orders by December 1st, 2023. Please be advised that purchases made after this date cannot guarantee delivery before Christmas.

It is important to note that we shall not assume liability for refunds if orders placed after December 1st, 2023, do not reach their destination by December 25th.

We appreciate your understanding and cooperation during this busy period. For any inquiries or assistance, please contact our customer support team at info@pupphub.com