This Return & Exchange Policy explains how to request a return or exchange, the condition of eligible items, responsibility for return and replacement shipping costs, and how refunds are processed.

We are a U.S.-based online retailer offering pet clothing and apparel for dogs, operated by Pupmiette. We hold our own inventory and fulfill orders through our U.S. warehouse and third-party fulfillment warehouses in the United States.

We remain responsible for handling return, exchange, and refund requests, including orders originally dispatched by a fulfillment partner. Our 30-day voluntary return policy applies to purchases delivered to all destinations we serve. It supplements applicable consumer rights and does not replace or limit them.

We accept return requests for eligible pet clothing and accessories within 30 calendar days of receipt, including when you change your mind, select the wrong size, or prefer another available color or style.

The 30-day period begins on the day after you or a person you designate, other than the carrier, receives the goods. If items from the same order are delivered separately, the period begins on the day after the final item in that order is received.

You only need to submit your return request within the 30-day period. The returned goods do not need to arrive at our return location within those 30 days.

After receiving our return confirmation, complete instructions, and designated return address, please hand the return package to your carrier within 7 calendar days. A delay caused by us in providing the correct instructions or address will not count against this period. The separate return deadline for an applicable statutory withdrawal is explained in Section 13.

Calendar days include weekends and holidays. Business days mean Monday through Friday, excluding our company-observed holidays.

We accept voluntary returns for change of mind or a customer-selected size, color, or style when the clothing remains in good condition and has not been worn beyond what is reasonably necessary to inspect its appearance, size, fit, and basic features.

You may unpack and try on pet clothing as you would in a physical store. Reasonable indoor fitting to check the size and fit is permitted, provided the garment remains clean and in suitable condition for return.

Please return the original tags and labels, any accessories or components included with the item, and the original product packaging where practical. Missing outer shipping packaging does not automatically make an item ineligible.

Clothing worn during regular outdoor walks, daily activities, or other purposes beyond reasonable inspection generally does not qualify for our voluntary change-of-mind return service. Items that have been washed, altered, stained, or otherwise used beyond reasonable fitting may also be ineligible.

Products returned with substantial pet hair contamination, strong odors, stains, excessive wear, damage caused by misuse, or missing essential components may be ineligible under our voluntary return conditions.

Please use the original packaging where practical or suitable alternative packaging that protects the clothing during transit.

These conditions apply to our voluntary return service. They do not remove rights concerning defective goods, incorrect items, goods that do not match their description, or applicable statutory withdrawal rights. Any exception to statutory withdrawal rights will apply only where permitted by law.

To request a return or exchange, email info@pupmiette.com or use our Contact Us page. Please provide your order number, the item you want to return or exchange, your contact email address, and whether you prefer a refund or an exchange.

You are welcome to tell us why you are returning an item so we can assist you, but a reason is not required for an ordinary change-of-mind return or an applicable statutory withdrawal.

Photographs and videos are not required for ordinary size, color, style, or change-of-mind returns. For a damaged, defective, incorrect, or materially different item, we will request only the information reasonably needed to review the problem.

We will respond within 1 business day with the next steps. We do not require a separate return authorization number, but please obtain our return confirmation and instructions before sending goods back under our voluntary return policy.

Submitting a request within the applicable period preserves your request date even if our response arrives later.

Please contact us before sending goods back. We will provide the return instructions, the designated receiving address for your order, and any relevant shipping directions.

The address on your original shipping label is not necessarily a return address. Our business address is also not automatically the return destination. Sending a package without first obtaining the correct address can prevent us from identifying or locating it.

If we change a return address after confirming it and the change creates additional reasonable shipping costs, we will cover the additional cost caused by that change.

This confirmation process does not make a valid statutory withdrawal dependent on our approval. It also does not limit your rights concerning defective, damaged, or incorrectly supplied goods.

Change of Mind or Product Preference

You may request an eligible return for a refund or an available exchange. You pay the return postage and, if you choose an exchange, the shipping cost of the replacement item.

Incorrect Size, Color, or Style Selected When Ordering

You may request an eligible return for a refund or an available exchange. You pay the return postage and, if you choose an exchange, the shipping cost of the replacement item.

Incorrect Item, Size, Color, or Style Sent by Us

We will arrange an appropriate replacement, exchange, or refund. If a return is needed, we pay the necessary return postage and replacement shipping.

Missing Item or Component

We will replace the missing item or component or issue an appropriate refund. You do not need to return correctly supplied items, and we pay the shipping cost of a replacement.

Damage in Transit

After reviewing the issue, we will arrange an appropriate replacement, exchange, or refund. If a return is needed, we pay the necessary return postage and replacement shipping.

Product Defect or Material Difference From Its Description

After reviewing the issue, we will arrange an appropriate refund, replacement, or exchange. If a return is needed, we pay the necessary return postage and replacement shipping.

We do not issue prepaid return labels as our standard return method. For a return caused by our error, a confirmed defect, or transit damage, we will agree on a reasonable shipping method and reimburse the necessary return postage after receiving your shipping receipt. If paying postage upfront would prevent you from returning the goods, contact us so we can arrange another reasonable solution without requiring that upfront payment.

For a customer-paid exchange, we will explain the actual return and replacement shipping costs before you proceed. We will not charge an additional exchange shipping amount without your agreement.

We do not charge restocking, inspection, or fixed cleaning fees.

After receiving our confirmation and instructions, package the pet clothing securely and include enough order information for us to identify your return.

Please ensure that any detachable components, buttons, decorative accessories, belts, or other included parts are packaged appropriately to avoid loss or damage during transit.

For a voluntary return, please hand the package to the carrier within 7 calendar days after receiving our complete return instructions and designated address.

We recommend a tracked shipping service. Keep your shipping receipt and tracking number until the return, exchange, or refund is complete.

If tracking is unavailable, we accept other reasonable proof of posting, such as a carrier receipt showing the dispatch date, destination, and enough package information to identify the shipment. We use the date the carrier accepts the parcel to determine whether it was sent on time; creating a label alone does not establish that the goods were sent.

We do not impose a separate fixed deadline for the package to arrive at our return location. A return sent within the applicable dispatch period will not be rejected solely because of normal carrier, customs, or transportation delays.

We offer direct exchanges for another available size, color, or style after receiving and inspecting the returned item.

For example, if you ordered a dog sweater in the wrong size or selected an unsuitable color or style, you may request an exchange for another available option, subject to the applicable return conditions.

If the replacement costs more, we will confirm the price difference before collecting additional payment. If it costs less, we will refund the difference to your original payment method.

For a completely different product, or when a direct exchange cannot reasonably be completed, we will explain the option of receiving a refund and placing a new order.

If your preferred replacement is unavailable, you may choose another available option, agree to wait for a stated restocking timeframe, or request a refund instead.

We will not substitute another product without your agreement or require you to wait indefinitely for an unavailable replacement. Your exchange confirmation will include an expected dispatch timeframe.

Once a corrective replacement has been agreed and the necessary delivery information is confirmed, we will dispatch it within 1–2 business days, in accordance with our Shipping Policy.

A corrective replacement for our error, transit damage, or a confirmed product problem follows the no-additional-shipping-charge rules in Section 5 and our Shipping Policy. An exchange requested because you changed your mind or selected a different size, color, or style follows the customer-paid shipping rules above.

Contact info@pupmiette.com if your order arrives damaged, contains an incorrect item, has the wrong size, color, or style due to our fulfillment error, has a quality problem, differs materially from its description, or is missing an item or component.

For visible delivery damage or missing contents, reporting the issue within 48 hours of receipt helps us preserve carrier and fulfillment evidence. This is a recommended reporting period; reporting later does not automatically remove your rights.

Please provide your order number, a brief description, and relevant photographs where available.

Depending on the issue, useful photographs may show the affected garment, its damaged or defective area, stitching, buttons, zippers, fasteners, missing components, packaging, or shipping label.

An unboxing video is not required. If photographs are unavailable or cannot reasonably show the problem, explain the situation so we can consider other evidence.

We will respond within 1 business day and aim to resolve the issue within 5–7 business days. Please retain the affected item and relevant packaging until we confirm the next steps.

For a confirmed problem, we will arrange an appropriate refund, replacement, or exchange and cover necessary return and replacement shipping costs.

You do not need to wait for a carrier, warehouse, or other service provider to compensate us before receiving the agreed resolution.

Claims involving defective, damaged, incorrect, or materially misdescribed goods are not automatically excluded because more than 30 days have passed.

Discounted and clearance pet clothing and accessories follow the same return rules as full-price merchandise unless a specific promotion clearly states an additional lawful condition before purchase. A reduced price alone does not make an item non-returnable.

Refunds are based on the amount actually paid for the returned item. Item-level discounts remain allocated to the applicable items. Order-level discounts are allocated according to the calculation used for the original order.

If a partial return reduces the value of the items you keep below the free standard shipping threshold, we will not retroactively charge or deduct the original standard shipping fee.

This does not change the free shipping eligibility calculation applied when the original order was placed.

The current free standard shipping thresholds are:

• United States: USD $59 or more for eligible orders.
• Eligible European destinations: USD $159 or more for eligible orders.

The qualifying merchandise subtotal is calculated after discounts, excluding taxes, shipping charges, duties, gift cards, and other non-merchandise charges, as explained in our Shipping Policy.

Responsibility for return postage continues to depend on the reason for the return, as explained in Section 5.

Inspection and Refund Initiation

We inspect returned goods within 1–2 business days after they arrive at the designated return location. Once a refund is confirmed, we initiate it within 1–3 business days.

For an eligible return without an unresolved condition issue, we complete inspection and initiate the refund no later than 7 calendar days after receiving the returned goods.

Any statutory deadline requiring earlier action takes priority. We will notify you when the refund has been initiated.

The time it takes for the funds to appear in your account after initiation depends on your bank or payment provider.

Refund Method

We issue refunds to the original payment method used for the order. We do not require you to accept store credit, a coupon, or a gift card instead of an eligible refund.

If a refund to the original payment method cannot be completed, we will first investigate through the relevant payment channel. If that route cannot receive the refund, we will contact you to agree on another method permitted by the payment process and applicable law.

We will confirm the amount, currency, and receiving information before using an alternative method.

We do not charge a refund handling fee. Further information is available in our Refund Policy.

Voluntary Change-of-Mind Returns

Under our voluntary return policy, the original delivery charge is generally not refunded for an ordinary change of mind or a customer-selected size, color, or style return.

This does not apply where statutory withdrawal rights require reimbursement of standard delivery charges.

Statutory Withdrawal

For an eligible statutory withdrawal from the entire order, we refund the standard outbound delivery amount payable when the order was placed.

Our paid standard shipping charge is USD $3.00, and our expedited shipping charge is USD $7.99.

If paid standard shipping was available for $3.00 and you voluntarily selected expedited shipping for $7.99, the $3.00 standard delivery amount is included in the statutory withdrawal refund. The additional $4.99 paid for expedited service is excluded.

If your order qualified for free standard shipping and you voluntarily selected expedited shipping, there was no standard outbound delivery amount to reimburse; the $7.99 expedited charge is excluded from the statutory withdrawal refund.

Problems for Which We Are Responsible

If an entire order is refunded because of our fulfillment error, confirmed transit loss, or defective goods, we refund the original delivery charge paid for that order, including an expedited charge where it relates to the affected order.

For a partial refund, we refund the affected goods and any delivery charge attributable to them.

These rules also align with the delivery-problem resolutions in our Shipping Policy.

Import Payments

Taxes collected by us for refunded merchandise are included in the relevant refund.

Import duties, import VAT, customs clearance fees, and carrier import-handling fees paid directly to an authority or carrier were not collected by us.

For a change-of-mind return, recovery of those payments is handled through the relevant authority or carrier. We will provide available order and return documentation to assist you.

This does not limit reimbursement or compensation owed when the underlying problem is our responsibility, including additional import charges directly caused by a corrective replacement shipment.

If inspection identifies damage, missing components, contamination, or handling beyond what was described in your request, we will explain our findings and provide available supporting information.

For pet clothing, relevant condition concerns may include signs of outdoor wear, washing, stains, strong odors, substantial pet hair contamination, damaged stitching, broken buttons or zippers, missing accessories, or other changes affecting the garment's condition.

Before adjusting a refund, we will explain the issue, the relevant evidence, the proposed adjustment, and how the amount was calculated.

You have 5 business days to provide an explanation or additional evidence.

This review does not extend a mandatory statutory refund deadline or delay an undisputed refund amount.

For a statutory withdrawal, any deduction is limited to a legally recoverable reduction in value caused by handling beyond what was reasonably necessary to inspect the goods.

We do not impose a fixed penalty or automatically reject an entire return solely because a condition issue is identified.

The 14-Day Withdrawal Period

Consumers in the European Union have a statutory right to withdraw from an eligible online purchase within 14 calendar days without giving a reason, subject to applicable exceptions.

The period begins on the day after you or a designated recipient physically receives the goods. For multiple goods ordered together and delivered separately, it begins after receipt of the final item.

We also provide the withdrawal arrangements in this section to customers in Norway without limiting stronger rights available under local law.

Our 30-day voluntary return policy is additional to these protections.

Giving Notice and Returning the Goods

To exercise an applicable statutory withdrawal right, send a clear statement to info@pupmiette.com or to the correspondence address in Section 17.

You may use the optional notice below, but it is not compulsory.

Send your withdrawal notice before the 14-day withdrawal period expires. A valid statutory withdrawal does not depend on our approval.

Please send the goods back within 14 calendar days after notifying us of your withdrawal. Contact us promptly for the correct receiving address and instructions. A delay caused by us in supplying them will not be used against you.

You pay the direct return postage for an ordinary change-of-mind statutory withdrawal. We cover necessary return costs for defective, damaged, or incorrectly supplied goods.

Withdrawal Refunds

For an eligible statutory withdrawal, we reimburse eligible payments without undue delay and no later than 14 calendar days after receiving your withdrawal notice.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence that you sent them back, whichever occurs first.

Reimbursement includes any applicable standard outbound delivery amount described in Section 11. It does not include the additional cost of a more expensive delivery method you voluntarily selected instead of standard delivery.

Faulty Goods and Other Consumer Rights

Our 30-day voluntary return period does not shorten legal rights concerning defective goods or goods that do not match their description.

Applicable European consumer protections, including remedies for goods that do not conform to the contract, continue to apply.

Our voluntary policy does not replace those rights or act as a separate commercial warranty in their place.

Optional Withdrawal Notice

You may copy the following information into an email or letter:

The correspondence address is for notices and business correspondence. Do not send returned goods there unless we specifically confirm it as the designated return address for your order.

Where returning goods serves no reasonable purpose, we may agree to a refund or replacement without requiring a return.

Examples include confirmed non-delivery, severely damaged garments, or a return shipment disproportionate to the item's value or condition.

For certain pet clothing items, we may also determine that requiring the physical item to be returned is unnecessary or impractical.

We will explicitly confirm when a return is not required. Please retain an affected item until we tell you whether it needs to be returned.

A refund without a return is assessed according to the circumstances; it is not automatic for every request.

To request cancellation, contact info@pupmiette.com with your order number as soon as possible.

Contacting us within 12 hours of placing your order improves the opportunity to stop processing, but 12 hours is not a guaranteed cancellation window.

If we can stop the order before dispatch, we will cancel the affected goods and issue the applicable refund. For a fully cancelled order, the refund includes any delivery charge paid.

If dispatch can no longer be stopped, we will explain the applicable return procedure.

An applicable statutory right to give withdrawal notice is not lost solely because an order has entered processing, packing, or shipping.

If we cannot fulfill an order, we will notify you within 1 business day after confirming the issue.

If you choose cancellation or no agreed alternative is available, we initiate the refund within 1–2 business days after confirming cancellation, and no later than 7 calendar days, subject to any earlier applicable deadline.

See our Cancellation Policy and Shipping Policy for related procedures.

If you disagree with a return, exchange, or refund decision, contact info@pupmiette.com with your order number and the reason you are requesting a review.

We will review the relevant records and respond within 3 business days with either the result or a clear explanation of any additional information reasonably needed.

You may contact us for assistance without giving up your right to seek help through a payment provider, consumer authority, or another available dispute-resolution process.

We do not require you to withdraw an existing payment dispute before investigating a return, delivery, or product problem or providing an eligible remedy.

If a payment dispute is already open, we will coordinate the resolution through the relevant process to prevent duplicate refunds.