If you would like to return an item please get in touch with us on firstname.lastname@example.org explaining the reason why you'd like to return your order and quoting your order number (eg; #PP0000). We aim to respond within 24 hours (excluding weekends and bank holidays). Your return and refund/replacement will be subject to the below returns policy:
This policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately, we unable offer you a solution to your refund, or exchange requests.
***PLEASE PAY SPECIAL ATTENTION TO THE SIZING GUIDES IN ALL OF THE PRODUCTS. THE SIZES VARY FROM PRODUCT TO PRODUCT AS THEY ARE MANUFACTURED BY DIFFERENT SUPPLIERS. ALLOW 2 TO 3 CM ON EACH MEASUREMENT YOU TAKE*** We will not issue a refund or exchange, under any circumstance, for items that are either too small or too large for your pet.
1. What items are considered returnable?
- Within 14 days of receipt of your item
- In original condition
- Unwashed, Unworn or Unused
- In the original packaging and some items with original seal
- Items in a different colour than that of what was ordered
- Items different to that of the order
- In bad/poor condition
2. What items are non-refundable/non-exchangeable?:
- Free items
- Discount Vouchers/Cash Discount Vouchers or items purchased with a Discount Voucher/Cash Discount Voucher
- Items that are too small or too large
- Used, Worn or Broken items
3. Refunds/Cancellations for Items in Transit
Items still in transit to the customer will not be considered for refund under any circumstance. Once received the items if they match any conditions outlined in "Section 1" of this Policy, they may be considered for a refund.
Are there any charges for returns?
There are only no charges for returns if electronic/gadget items are faulty. PreppyPaws sends Pre-paid shipping labels which need to be stuck securely on the parcel if this is the case.
PreppyPaws quality checks all of the clothing and accessories prior to shipping and would not, under any circumstance send ripped or damaged goods to the customer, so for clothing and accessories, the following point applies.
- If the reason for return is not described in point Number 1 of this Policy or there's a "Change of Mind" about the order upon receiving it, the shipping must be paid by the customer and this cost will not be included in the refund.
How soon will I get refund or exchange updates?
- Once your return is received 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 once the item has been inspected. Please allow up to 14 days for this.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 10 business days.
- If it's an exchange, the same conditions in our Delivery Information guidelines will apply, see HERE
Late or missing refunds
If you haven’t received a refund within 10 days, 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 email@example.com
This return policy was last updated 31/07/2017