Refund policy
Our Promise to You
At PUPEYE, we want you and your furry friends to be completely happy with your purchase. Our collars, leashes, and belts are crafted with care in Ohio, and we stand by their quality. If for any reason you are not satisfied with your order, we are here to help.
30-Day Return Policy
You have 30 days after receiving your item to request a return for a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, and with its original tag. Proof of purchase is required.
International Returns (EU, UK, Australia, New Zealand, Canada)
For our customers outside of the United States, please take note of the following policies designed to make the return process as smooth as possible:
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Customer-Paid Return Shipping: You, the customer, are responsible for arranging and paying for the entire cost of the return shipping to our facility in Ohio, USA. We do not provide pre-paid return labels for international orders. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
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Non-Refundable Duties & Taxes: Any original shipping fees, duties, taxes, or customs fees paid on your order are non-refundable. Your refund will be for the purchase price of the returned item(s) only.
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Customs Declaration for Returns: To ensure your return is not charged additional import duties upon arrival in the US, you must clearly mark the package "RETURNED GOODS" on the customs declaration form provided by your shipping carrier. Failure to do so may result in your return being refused or the duties being deducted from your refund.
How to Start a Return
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Contact Us First: To begin the return process, please email us at crew@pupeye.co with your order number and the reason for the return.
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Receive Instructions: If your return is accepted, we’ll provide you with return authorization and detailed instructions on how to send your package to our returns center.
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Send to our Returns Center: All returns should be sent to our fulfillment partner's address:
PUPEYE Returns
10013 Busey Rd, Suite 400
Canal Winchester, OH 43110
USA
Please Note: Items sent back to us without first requesting a return will not be accepted.
Damages, Issues, or Incorrect Items
Please inspect your order as soon as you receive it. If your item is defective, damaged, or if you received the wrong product, contact us immediately at crew@pupeye.co. We will evaluate the issue and make it right.
If we make a mistake and ship the wrong product, we will cover all costs for corrective shipping to get you the right item as quickly as possible.
Exceptions / Non-Returnable Items
While most items are returnable, the following cannot be returned:
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Custom products (such as special orders or personalized items).
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Sale items.
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Gift cards.
Please note: This policy does not affect your statutory rights. For example, if you are in the EU or UK, you retain your right of withdrawal for most items, and if you are in Australia, consumer guarantees ensuring goods are of acceptable quality still apply.
Exchanges
The fastest and most reliable way to process an exchange, especially for international orders, is to return the original item for a refund and place a new order for the correct product. This ensures you get your new item quickly and avoids complex customs procedures for replacement shipments.
Refunds
Once your return is delivered to our fulfillment center, please allow 3 business days for our team to inspect and process your items. We will notify you by email as soon as the inspection is complete to let you know if the refund was approved.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. For international orders, the refund will be for the original purchase price of the item(s) only.
Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at crew@pupeye.co.
