Exchanges, Returns and Out of Stock Items Policy

Updated 25/08/16

In the event that you are not 100% satisfied with your purchase, we aim to make the returns and exchange process as effortless as purchasing.

First and foremost, please contact us as soon as possible if you are experiencing any problems and we will do our best to help.

If you have changed your mind

If a product isn’t what you were expecting, or you changed your mind, we will exchange or refund the full value at our discretion.

  • Please contact us with your request for an exchange or refund within 14 days of receiving your order.
  • We will supply you with a return address and postage instructions.
  • Return the products in their original condition with all the tags and labels intact and with the original packaging.
  • You will need to cover the postage costs.

We will then we refund the full value (minus the initial delivery charge) by the payment method you initially supplied or send an alternative product.

Please note:  refunds or credits to your account can take up to 30 days to appear on your card statement.

Faulty items

We personally check all products prior to shipping for faults, but in the rare instance that you find a fault, we will happily arrange an exchange (if the product is available), provide you with an alternative or refund the full value of the item once the item has been confirmed as faulty.

  • Please contact us to notify us of the faulty items at your earliest opportunity.
  • Our return address will be provided upon contacting us.
  • Return the products in their original condition with all the tags and labels intact and with the original packaging.
  • We will either arrange for the product to be couriered back to Puggle Post or specify a returns method for which we will reimburse you.  Proof of purchase and tracking number will be required to reimburse the costs of postage.

Once the product has been received, we will ship the replacement/alternative products or refund the full amount via your original payment method. This will also include any expenses occurred in shipping the item to us (as outlined above).

Out of stock items

We try our best to ensure that stock numbers are kept up to date, but in the circumstance where you purchase an item that is out of stock, we will advise you immediately and provide you the opportunity to either:

  • cancel your order with a full refund OR
  • offer an alternative product/s OR
  • place your item on back order if it is an item we stock regularly.
  • it is up to you what option you would like to choose.

 

Contacting Us with regards to Exchanges, Returns and Out of Stock Items

  • Please  contact us via the contact form provided to make initial contact.
  • We will then continue our correspondence via email OR
  • If you would prefer to speak to us in person, we will arrange a time for us to call you back.