Peppy Puppy Refund, Exchange, and Replacement Policy
At Peppy Puppy, we want you to be completely satisfied with your purchase of dog accessories, dog clothing, or any other puppy essentials. If you're not happy with your order, we offer three options for returns and refunds within 30 days of purchase.
1. Exchange for Size or Colour
If your item is the wrong size or colour, you can exchange it for another size or colour of the same style. Please note that exchanges are limited to the same product style—exchanges for different products are not allowed. If you wish to switch to a different product, we recommend returning your original item for a refund and placing a new order for your desired product.
2. Refund Details & Vouchers
We primarily offer refunds via store credit voucher. However, if you'd prefer a refund to your original payment method, please indicate this on the return form. A 15% inspection, processing, and restocking fee will apply. If the return is due to a manufacturer's defect or exchange, no restocking fee will be charged.
- Refunds will be issued for the final price paid, after any discounts or reductions have been applied.
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Discount codes and vouchers cannot be reissued or refunded.
3. Replacement for Faulty or Incorrect Items
We apologize for any inconvenience! If you've received a faulty or incorrect item, please contact us at contact@peppy-puppy.com with the following details:
- Your order number
- A description of the issue (e.g., incorrect or defective item)
- A photo or video of the item
We will arrange for a replacement as soon as possible.
How Long Does It Take to Get a Refund?
Refunds are typically processed within 2 weeks. All refunds must be verified, and the request will be processed by our accounting department for authenticity.
How to Return an Item
To initiate a return, please complete the return form. Once completed, send the form along with the item to the return address we provide via email. If you need assistance, please contact us at contact@peppy-puppy.com.
Late or Missing Refunds
If you have not received your refund after the expected processing time, please:
- Check your bank account.
- Contact your bank for processing updates.
- Allow 3-5 business days for the refund to appear.
- If you still haven't received it, email us at contact@peppy-puppy.com for further assistance.
Shipping Costs
The customer is responsible for return shipping costs. If you receive a voucher, it will reflect the amount paid, excluding the restocking fee. For refunds, you will be refunded the purchase price minus the restocking fee.
If you choose an exchange, the process can take 2-3 weeks depending on your location.
Important Disclaimer
For items valued over £49, we highly recommend sending your return with a tracking number to ensure the safe return of the product.