Refund policy

We want you and your pet to feel comfortable in every PUPEU piece. If something is not quite right, please contact us and we’ll help you find the best solution.

Return Window

Eligible items may be returned by contacting us within 14 days of delivery.

Once your return request is approved, the item must be sent back within the time frame provided in our return instructions.

Please contact us before sending anything back. Returns sent without prior authorization may not be accepted.

Return Conditions

To be eligible for a return, items must be in their original condition.

Human Apparel

Human apparel may be briefly tried on indoors.

To be eligible for return, it must be:

  • Unworn, except for brief indoor try-on
  • Unwashed
  • Unaltered
  • Free from stains, makeup, deodorant marks, odors, pet hair, or other signs of use
  • Returned with all original tags attached

Pet Apparel

For hygiene and cross-contamination reasons, pet apparel may only be returned if it has not been worn by or placed on an animal.

To be eligible for return, pet apparel must be:

  • Unused
  • Free from pet hair, dander, saliva, odors, stains, and signs of wear
  • Returned with all original tags attached
  • In its original condition and packaging where possible

Pet apparel that has been worn by or placed on an animal may not be eligible for ordinary return.

This does not affect your rights if the item arrives damaged, defective, or incorrect.

Size Support

We understand that finding the right size for both you and your pet can take a little extra care.

If the size is not quite right, you may request our one-time size support within 48 hours of delivery.

With our size support:

  • You may keep the original item
  • No return is required
  • You can receive 50% off the same item in a different size
  • You only pay 50% of the item price plus shipping
  • The replacement must be the same style and color
  • Limited to one size support request per order

This size support is an additional PUPEU benefit and does not affect any statutory return rights you may have.

Size Guide Notice

PUPEU sizes may differ from standard US, Canadian, or UK sizing.

Please use the garment measurements in each product’s size guide before ordering.

For human apparel, our size charts show garment measurements, not body measurements.

For pet apparel, please choose your pet’s size by chest measurement first. If your pet is between sizes, we recommend choosing the larger size.

Please allow a 1–3 cm difference due to manual measurement.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible with:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging, if relevant

Once confirmed, we will provide an appropriate solution at no additional cost. This may include a replacement, refund, or another suitable resolution.

Damaged, defective, or incorrect items are handled separately and do not count toward the one-time size support offer.

Personalized or Custom-Made Items

Personalized, custom-made, embroidered, or made-to-order items are final sale unless they arrive damaged, defective, or different from the confirmed order details.

Return Shipping

For size-related, preference-based, or change-of-mind returns, customers are responsible for return shipping costs.

Original shipping costs and replacement shipping costs are generally non-refundable, except where required by applicable law.

If an item arrives damaged, defective, or incorrect, PUPEU will cover the appropriate resolution costs.

Refunds

Once your returned item is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please note that it may take additional time for your bank or payment provider to process and post the refund.

Final Notes

Items that show signs of use, washing, alteration, stains, odors, pet hair, dander, saliva, or damage caused after delivery may not be accepted for return.

This policy does not affect any rights available under applicable consumer law.