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Return & Exchange Policy – The Puppy Pop

At The Puppy Pop, we want you and your pets to shop with confidence. While we pride ourselves on delivering quality pet products across Australia, we understand that occasionally an item may need to be returned or exchanged.

Please take a moment to read our policy below:

Claims for Returns & Refunds

  • Claims for a return or refund must be made within twenty-one (21) days of receiving your order.
  • A copy of your invoice must be provided when making a claim.
  • Goods must be unopened, unused, and have tags attached to be eligible for a refund (less shipping costs).
  • If you do not notify The Puppy Pop within the stated period, claims will be deemed waived.
  • Items past their expiry date cannot be returned or refunded.

Manufacturer Warranty

Products with a manufacturer’s warranty or guarantee will only be refunded, replaced, or exchanged according to the manufacturer’s terms.

Change of Mind or Customer Error

  • If you made an error when ordering, or if you’ve changed your mind, The Puppy Pop may accept your return at our discretion.
  • In such cases, a restocking fee may apply.
  • Customers are responsible for all return shipping costs, unless the product was shipped in error or arrived faulty/damaged.

How to Request a Return or Exchange

  1. Contact our customer care team at sales@thepuppypop.com.au to confirm if your order is eligible.
  2. Provide your order number, product details, and reason for return.
  3. For claims regarding damaged, faulty, missing, or expired items, please email us images within 24 hours of delivery.
  4. Once approved, you will be provided with a Return Reference Number and instructions on how to send back your item.

Refunds

Once we receive and inspect your return, we’ll notify you of approval. If approved, your refund will be processed back to your original payment method within 10 business days.

Please note:

  • It may take extra time for your bank or credit card provider to process the refund.
  • If more than 15 business days have passed since your refund approval and you haven’t received it, contact us at sales@thepuppypop.com.au.

Return Address

The Puppy Pop Returns

Address:  Please ensure items are securely packaged in a padded parcel with tracking to protect the contents and allow us to process your return.

Refunds:

Refunds will be issued using the original payment method:

  • Credit Card refunds are processed back to the same card.
  • PayPal refunds are returned to the original PayPal account.
  • Bank deposit payments will be refunded once BSB and Account details are supplied.

Refunds or exchanges will only be processed once we receive the items in their original, unused condition with intact packaging.

Contact Us

If you have any questions regarding our Exchanges & Returns Policy, please don’t hesitate to reach out:

📧 sales@thepuppypop.com.au

Our team at The Puppy Pop is committed to ensuring both you and your pets are happy with every purchase.