Notification Process

Take a photo of the product/issue and please contact us on haylo@pugparties.com to let us know straight away. We want to get the issue/problem resolved out as soon as possible, once proof of purchase has been verified.

Our returns policy lasts 30 days, so if 30 days have gone by since your purchase, please contact us and let us know what the issue/problem is; we’ll work with you to try and resolve it as quickly as possible. Please note Gift Cards are non-refunable if they have been used; in partial or in full.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, but we understand that sometimes that is not always possible and should not stop you from contacting us.

Depending on the issue/problem, we will arrange for the product to be returned to us for inspection. Please do not send your purchase back to the manufacturer or the courier.

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, including the cost of postage.

    If you are approved, and you have requested a refund it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    If you want a replacement product because you loved it on your Puggie, we will arrange for another to be delivered as quickly as possible. You will receive order updates as normal, so you’ll know when to expect it in your mailbox!

    There are certain situations where only partial refunds are granted (if applicable):

    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    • Any item that is returned more than 30 days after delivery

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at http://bit.ly/pugpartiescontact.

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

    Shipping

    To return your product, you should mail your product to an address provided by the Pug Parties Customer Service.

    You will be responsible for paying for your own shipping costs for returning your item initially. Shipping costs are refundable if the investigation finds that the product was defective or the Pug Parties Customer Service offers to do so. If you receive a refund, the cost of return shipping will be provided with your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.