Refund policy
PupWear.store – Return & Refund Policy
Last Updated: August 8, 2026
At PupWear.store, we believe every pet deserves to look adorable while feeling comfortable. Our collection of thoughtfully selected pet clothing, dresses, vests, seasonal outfits, and fashion accessories is designed to bring a little more color, comfort, and personality to everyday moments with your pet. We understand, however, that sometimes an item may not fit as expected, a style may not be quite right, or you may simply change your mind. This Return & Refund Policy explains how returns, refunds, damaged products, incorrect items, cancellations, and other related matters are handled when you purchase from PupWear.store.
By placing an order through PupWear.store, you acknowledge that you have reviewed and agreed to this Return & Refund Policy. Nothing in this Policy is intended to limit any mandatory consumer rights available to you under applicable law.
1. Return Eligibility
Unless otherwise stated on a product page or required by applicable law, eligible products may be returned within 30 days of delivery.
To qualify for a return, the product should generally be in the same condition in which it was received. Items should be unused, unworn except for reasonable fitting or inspection, clean, and free from pet hair, odors, stains, washing, alterations, or damage caused after delivery.
Where applicable, original tags, labels, packaging, accessories, and other components included with the product should also be returned.
We understand that pet clothing may need to be carefully tried on to determine whether the size is appropriate. Reasonable fitting is permitted, provided the item remains clean and otherwise eligible for return.
For hygiene reasons, we may be unable to accept merchandise that has been extensively worn by a pet, washed, soiled, damaged, contaminated, or returned in a condition that prevents it from being safely resold, except where the product was defective when received or applicable law provides otherwise.
2. Starting a Return
Before sending any item back, please contact our customer care team at:
Email: support@PupWear.store
Phone: (403) 314-1288
Address: 5393 R. Notre Dame O, Montréal, QC H4C 1T7, Canada
Please include your order number, the name of the product you wish to return, the reason for the return, and any relevant photographs if the item is damaged, defective, or incorrect.
Our customer care team will review your request and provide return instructions when applicable.
Please do not automatically send merchandise to our business address without first contacting us. Depending on the product, order origin, fulfillment location, and circumstances of the return, the appropriate return destination may differ from our listed business contact address.
Returns sent to an unauthorized address may experience processing delays.
3. 30-Day Return Period
The standard return request period begins on the date your order is recorded as delivered.
For example, if tracking information confirms delivery on September 1, the 30-day period generally begins on September 1.
We recommend contacting us as soon as possible if you believe you need to return an item. Requests submitted after the applicable return period may not qualify for a voluntary return unless otherwise required by law.
4. Free Returns
For returns that are approved under our standard return program, PupWear.store offers free return processing, subject to the eligibility conditions described in this Policy.
Our customer care team will provide the applicable instructions after reviewing your request.
Customers should not independently purchase expensive return shipping services without authorization and expect reimbursement. Any return method or prepaid return arrangement must be confirmed by PupWear.store in advance if reimbursement is expected.
5. Incorrect Size or Fit
Pet clothing sizes are not universally standardized. A size labeled “Small” by one manufacturer may differ significantly from a “Small” produced by another.
For this reason, we strongly recommend measuring your pet before placing an order and comparing those measurements with the size information displayed on the applicable product page.
Depending on the product, measurements may include chest circumference, neck circumference, back length, weight recommendations, or other dimensions.
Small variations may occur because of manual measurement, fabric construction, manufacturing batches, and the method used to measure your pet.
If the item does not fit and remains eligible under this Policy, please contact us within the applicable return period.
6. Damaged or Defective Products
We want your PupWear.store order to arrive in good condition.
Please inspect your merchandise after delivery. If an item arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible.
Please provide your order number, a description of the problem, and clear photographs showing the affected item and, when relevant, its packaging.
Photographic evidence allows our team to assess the issue more efficiently and may eliminate the need for unnecessary return shipping in certain cases.
After reviewing the issue, we may offer an appropriate solution such as a replacement, refund, partial refund where appropriate and agreed upon, or another remedy required under applicable law.
Do not intentionally damage or modify a product after receiving it. Damage caused by misuse, chewing, scratching, improper washing, incorrect storage, normal wear, or another cause occurring after delivery is generally not considered a manufacturing defect.
7. Wrong Item Received
If you receive a product, size, color, or variation that differs from the item confirmed in your order, please contact us.
Provide your order number and photographs of the product received, including its label or packaging where possible.
Once we verify the error, we will work with you toward an appropriate resolution.
You should not be required to bear return costs resulting from an error attributable to us, subject to applicable circumstances and law.
8. Refunds
Once an eligible return is received and inspected, we will notify you of the outcome.
If your refund is approved, it will normally be issued to the original payment method used for the purchase.
Processing times vary between payment providers, banks, card issuers, and financial institutions. Although PupWear.store may initiate a refund promptly after approval, additional time may be required before the credit appears in your account.
We do not control processing times imposed by third-party financial institutions.
Where applicable, you will receive confirmation after the refund has been initiated.
9. Refund Amounts
For an approved full return, the refund will generally cover the eligible amount paid for the returned merchandise.
Any non-refundable charges, upgraded shipping services, or other separately purchased services may be excluded where permitted by law and where those services have already been provided.
If an order contained a discount, promotion, bundle offer, or other price adjustment, the refund may be calculated according to the actual amount paid for the returned merchandise.
Returns that affect eligibility for a bundle or promotional discount may result in an appropriate recalculation of the order value where permitted.
10. Original Shipping Charges
If standard shipping was provided free of charge, there is normally no standard outbound shipping charge to refund.
If you purchased an optional premium or expedited delivery service, that additional service charge may not be refundable after the shipping service has been performed, unless the refund is required because of our error or applicable consumer law provides otherwise.
11. Exchanges
Because pet apparel sizes, colors, and styles may sell out quickly, we cannot guarantee that direct exchanges will always be available.
Where possible, our customer care team may assist with an exchange. In other circumstances, the most efficient process may be to return the eligible item for a refund and place a new order for the preferred product.
Availability of a replacement size, color, or style is not guaranteed until a new order or exchange is confirmed.
12. Non-Returnable Items
Certain products may not qualify for voluntary returns where permitted by applicable law. These may include:
Items that have been extensively worn or used
Items contaminated with pet hair, bodily fluids, strong odors, or stains
Items that have been washed or altered
Items damaged through misuse or improper care
Personalized or custom-made merchandise where clearly identified as such
Final-sale merchandise where legally permitted and clearly disclosed before purchase
Gift cards, if offered
Other products that cannot reasonably be returned for hygiene or safety reasons
These restrictions do not eliminate rights that customers may have concerning defective, misdescribed, or otherwise non-conforming products under applicable law.
13. Sale and Promotional Items
Unless clearly marked otherwise at the time of purchase, eligible discounted merchandise may generally be returned under the same basic return conditions as regularly priced merchandise.
Items specifically identified as Final Sale may be excluded from voluntary returns where permitted by law.
Any final-sale limitation will be disclosed before purchase where applicable.
14. Order Cancellations
If you wish to cancel an order, contact us as quickly as possible at support@PupWear.store.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins. However, orders may enter processing quickly, and cancellation cannot be guaranteed after an order has been processed, packed, transferred for fulfillment, or shipped.
If an order can no longer be cancelled, you may request a return after delivery if the product qualifies under this Policy.
15. Refused and Unclaimed Deliveries
Customers are responsible for providing complete and accurate delivery information and, when required, cooperating with the carrier to complete delivery.
If an order is refused, left unclaimed, or returned because the delivery information supplied at checkout was materially incorrect, please contact us.
Refund eligibility will be assessed after the parcel is returned and based on the circumstances of the order, applicable costs, and consumer protection requirements.
16. Lost Return Packages
When a return label or designated return service is provided by PupWear.store, please follow the instructions supplied with your return authorization.
Keep any receipt, tracking number, or other proof of handover until your refund has been completed.
If you use an unauthorized return method or send merchandise to an incorrect address, we may be unable to locate the parcel.
17. Product Colors and Appearance
We make reasonable efforts to display product colors, patterns, textures, and details accurately.
However, colors may appear somewhat different depending on your screen, brightness settings, device, lighting conditions, manufacturing batch, and photography.
Minor color differences that do not materially alter the nature of the product may not constitute a defect. Nevertheless, an otherwise eligible item may still be returned within the applicable return period.
18. Product Measurements
Many PupWear.store products are designed for dogs and other small pets whose body proportions vary considerably.
Please carefully review the size guide associated with each item rather than relying only on breed, age, or weight.
If your pet falls between two sizes, review the specific garment measurements and fit guidance before ordering.
Reasonable measurement tolerances may occur due to manual measurement and garment construction.
19. Pet Safety and Returned Merchandise
Pet clothing should always be used responsibly and under appropriate supervision.
A returned item that has been torn, chewed, excessively scratched, or otherwise damaged by a pet may not qualify for a voluntary refund unless the damage resulted from a defect present when the product was supplied.
Please discontinue use if an item becomes damaged in a way that could create a safety risk.
20. Suspected Return Abuse
PupWear.store reserves the right, where legally permitted, to investigate return activity that reasonably appears fraudulent, abusive, manipulated, or inconsistent with ordinary personal purchasing behavior.
Examples may include returning a different product from the one purchased, deliberately damaging merchandise, submitting falsified photographs, or repeatedly attempting to obtain refunds for merchandise that was successfully delivered and retained.
We will not deny legitimate statutory consumer rights solely because a customer has previously made a return.
21. Chargebacks and Payment Disputes
If there is a problem with your order, we encourage you to contact us first so that we have an opportunity to resolve it.
Filing a payment dispute does not necessarily accelerate a refund and may require both parties to provide documentation to the relevant financial institution.
Nothing in this section prevents customers from exercising lawful rights available through their payment provider.
22. Gifts
If an item was purchased as a gift, refunds generally must be processed in accordance with the original transaction and payment method unless another arrangement is legally available.
Please contact our customer care team with the applicable order information for assistance.
23. Consumer Rights
This Policy provides PupWear.store's standard commercial return framework. It does not exclude, restrict, or replace mandatory rights and remedies available to consumers under applicable Canadian, provincial, territorial, or other applicable consumer protection laws.
Where mandatory law provides a customer with rights that are more favorable than a provision of this Policy, the mandatory legal requirement will apply.
24. Policy Changes
We may revise this Return & Refund Policy periodically to reflect operational, legal, regulatory, or business changes.
The version displayed on PupWear.store at the time of your purchase will generally govern your order, subject to applicable law.
Material changes will not retroactively eliminate mandatory rights that have already accrued.
25. Contact PupWear.store
Questions about a return, refund, exchange, damaged item, incorrect product, or this Policy can be directed to:
PupWear.store
5393 R. Notre Dame O
Montréal, QC H4C 1T7
Canada
Email: support@PupWear.store
Phone: (403) 314-1288
Our goal is to make shopping for your pet feel as cheerful and comfortable as the pieces in our Pastel Pet Fashion collection. If something about your order is not right, please contact us and provide the relevant order details so our customer care team can review the matter and help determine the appropriate solution.