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Refund Policy – The Puppy Pop

At The Puppy Pop, we want every pet parent to feel confident when shopping with us. That’s why we offer a 30-day return policy on eligible items, giving you plenty of time to make sure your purchase is right for you and your furry mate. If you’re not completely happy with your order, we’re here to make the process simple and stress-free.

Returns Eligibility

To qualify for a return:

  • Your item must be in the same condition as received – unused, unworn, with tags, and in its original packaging.
  • A receipt or proof of purchase must be provided.

If your return is accepted, we’ll provide you with a return shipping label and clear instructions on how and where to send your package. Please note that items returned without first contacting us will not be accepted.

To start a return, contact our team at sales@thepuppypop.com.au 

Damages and Issues

We take great care in packing and shipping your orders. If your product happens to arrive damaged, defective, or incorrect, don’t hesitate to reach out to us right away. We’re here to promptly assess the situation and provide you with a replacement, refund, or store credit. Your satisfaction is our priority!

Exceptions & Non-Returnable Items

For safety, hygiene, and quality reasons, certain products cannot be returned. These include:

  • Opened or perishable goods (pet food, treats, supplements)
  • Personalised or custom-made products
  • Pet bedding, grooming tools, or healthcare items once opened
  • Sale items and gift cards

If you’re unsure whether your product is eligible, email us at sales@thepuppypop.com.au  and we’ll be happy to help.

Exchanges

The fastest way to get what you need is to return the item you have, and once your return is accepted, place a new order for your preferred product.

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 .

Our Promise to You

At The Puppy Pop, we’re more than just an online pet store in Australia; we’re pet lovers who value quality, trust, and customer satisfaction. Our Refund and Returns Policy allows you to shop with confidence, knowing your pet’s needs always come first. 

For any return questions, product enquiries, or assistance, please get in touch with us at sales@thepuppypop.com.au  – we’re always here to help.