Refund policy

Refund Policy

Last updated: November 6, 2026

Our promise at a glance
- Unused items: return within 90 days of delivery for a full refund of the product price.
- Used items: return within 15 days of delivery for a refund.
- Damaged, defective or wrong items: free replacement or full refund within 90 days of delivery.

Refunds are only issued in the cases described in this policy.

1. Unused items (90 days)
If you change your mind, you may return your item within 90 days after delivery, as long as it has not been used. To be eligible:
- The item must be unused and in the same condition you received it.
- All parts must be included (canopy, shaft, handle and leash) in the original packaging.
- You must request the return by email before sending anything back.

Return shipping costs are paid by the customer and are not refundable, unless the law of your country states otherwise.

2. Used items (15 days)
If you have already used your item and want to return it, you may request a return within 15 days after delivery. The item must be in good condition, without damage caused by use, with all parts included. Return shipping costs are paid by the customer and are not refundable, unless the law of your country states otherwise. We may reduce your refund if the item shows damage or wear beyond normal testing.

After 15 days from delivery, used items can no longer be returned unless they are defective (see section 3).

3. Damaged, defective or wrong items (90 days)
Please inspect your order when it arrives. If your item arrives damaged, has a manufacturing defect, or is not the item you ordered, contact us within 90 days of delivery with your order number and a photo or video of the problem. We will send you a free replacement or issue a full refund, including any shipping you paid. In most cases you will not need to send the item back; if we ask you to return it, we will cover the return shipping.

4. Lost or undelivered orders (insured shipping)
All orders ship with free insured shipping. If your tracking shows that your order was lost, or it has not been delivered within 30 days of shipment, contact us and we will reship your order or give you a full refund.

5. Non-refundable cases
We cannot offer a refund or replacement for:
- Unused items returned more than 90 days after delivery.
- Used items returned more than 15 days after delivery, unless they are defective.
- Items damaged through misuse or accidents after delivery.
- Items sent back without first requesting a return.

6. Cancellations
You can cancel your order or remove items free of charge until your order has shipped. Once it has shipped, the return terms above apply.

7. How to request a return, refund or cancellation
Email us at pupbrellaa@gmail.com with:
- Your order number
- The reason for your request
- Whether the item has been used
- Photos or a video if the item is damaged, defective or incorrect

We will reply with instructions as soon as possible. Items sent back without an approved return request will not be accepted.

8. Refunds
Once your return is received and inspected, or your claim is approved, we will notify you by email. Approved refunds are sent to your original payment method. Your bank or payment provider may need a few extra business days to process and post the refund. If you have not received it within a reasonable time after approval, please contact us.

9. Exchanges
If you would like to exchange your item, contact us before sending anything back and we will help you.

10. European Union and United Kingdom customers
If you are a consumer in the European Union or the United Kingdom, you have the legal right to cancel an online purchase within 14 days of receiving your goods, for any reason. Our return windows already cover this right. After you tell us you wish to cancel, you must send the goods back within 14 days. We will refund the product price and the cost of standard delivery within 14 days of being informed of your cancellation, but we may wait until we receive the goods back or proof that you have sent them. We are not required to refund any extra amount paid for express or premium delivery beyond the cost of standard delivery. The direct cost of returning the goods is paid by the customer.

EU and UK consumers also have a legal guarantee for goods that are faulty or not as described. Our 90-day damage and defect guarantee is in addition to, and does not replace, those legal rights.

11. Your legal rights
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that apply if goods are defective, not as described, not delivered within the agreed timeframe, or otherwise do not comply with applicable law.

Contact
For returns, refunds, cancellations, exchanges or damaged items, contact us at pupbrellaa@gmail.com.