Refund policy
Return Policy – PaddlePup
We have a 90-day return policy, which means you have 90 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 paddlepup.info@gmail.com.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
1. Refund Eligibility:
You may not request a refund once the order has shipped.
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.
2. Defective product:
If your product arrives defective, you are eligible for a full refund.
Please contact our customer service team within 7 days of receiving the defective product to initiate the refund process. Proof of damage (e.g., photos) may be required.
3. Incorrect Address:
If the package is undeliverable due to an incorrect address provided at the time of ordering, you are not eligible for a refund.
Please double-check your address before confirming your order.
4. Product Dissatisfaction:
If you misunderstood the product's use or are dissatisfied with it, you are not eligible for a refund.
We encourage customers to review product descriptions and specifications carefully before making a purchase.
5. Sizing & Fit
If your PaddlePup life jacket doesn't fit your dog quite right when it arrives, don't worry—we're here to help you sort it out.
We provide a clear size guide with full measurements on our website so you can find the best fit before ordering. We always recommend measuring your dog's girth (the widest part of the rib cage) and, if your pup is between sizes, sizing up.
If the fit isn't right when your order arrives, just reach out to our customer support team at paddlepup.info@gmail.com and we'll work with you on an exchange for the correct size. As long as the jacket is unworn, in its original condition, and with tags attached, we'll do our best to make it right.
We simply ask that you check the size guide carefully before ordering, so we can get your pup in the right jacket the first time.
6. Items That Cannot Be Returned:
Certain types of items cannot be returned, including:
Perishable goods (such as food, flowers, or plants).
Custom products (such as special orders or personalized items).
Personal care goods (such as beauty products).
Hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
7. Late Delivery:
Refunds will not be issued for orders that arrive late but in perfect condition.
Refunds are only available if the product arrives damaged or in unusable condition.
If your order arrives after your desired date but is in perfect condition, we encourage you to enjoy your purchase.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, including:
Perishable goods (such as food, flowers, or plants)
Custom products (such as special orders or personalized items)
Personal care goods (such as beauty products)
Hazardous materials, flammable liquids, or gases
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 3-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without 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 to 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.
If more than 15 business days have passed since we've approved your return, please contact us at paddlepup.info@gmail.com.