Refund policy

Refund and returns policy

Please read this before you order. Pup Purse is a made-to-order product, so this policy works differently from a normal shop, and we would rather you know that now than find out later.

The short version

Every bag is made after you order it, so we do not accept change-of-mind returns.

You can cancel for a full refund within 24 hours of placing your order.

If your bag arrives damaged, faulty or wrong, we will replace it or refund you in full.

If your order passes the 16-week window we quote, you can cancel it for a full refund.

Made to order: what that means for you

We do not hold Pup Purse bags on a shelf. Nothing is made until you order. When you place an order, your bag goes into a production run that exists to fill the orders we have taken.

That is why we quote up to 16 weeks from the day you order to the day it reaches your door. That window covers production, checking and shipping. Most of it is production time, and it is deliberately generous.

It is also why we cannot take bags back simply because you changed your mind. There is no warehouse to put an unwanted bag back into, and the unit was only made because you asked for it.

No change-of-mind returns

We do not accept returns or give refunds because you changed your mind, decided you do not like it, no longer need it, found it somewhere cheaper, ordered the wrong thing, or bought it as a gift that did not land.

This is the part people miss, so we will say it plainly: once your 24-hour cancellation window has closed, your order is committed to production and you are buying the bag. Please be sure before you order.

This does not affect your rights if the bag turns up damaged, faulty or wrong. Those rights are covered below and we do not limit them. If you are shopping from the EU or the UK, please also read the section further down that applies to you.

Cancelling: you have 24 hours

You can cancel your order and get a full refund any time within 24 hours of placing it. No reason needed, no questions asked.

Email support@mypuppurse.com with "Cancel" and your order number in the subject line. Send it within 24 hours of your order confirmation email. What counts is the time your email reaches us, not the time we answer it, so please do not wait for a reply before you write. We will cancel the order and refund you in full.

After 24 hours your order has been committed to the factory and is in production. At that point we cannot cancel it.

If your order passes the 16-week window

We quote up to 16 weeks. If we cannot get your bag to you inside that window, that is on us and you get a choice.

We will email you before the window runs out, tell you the new expected date, and ask you what you want to do. You can wait for the new date, or you can cancel your order and get a full refund. If you do not reply to us, we will cancel your order and refund you in full rather than leave you waiting.

You can also simply email support@mypuppurse.com once the 16 weeks have passed, any time before your bag has been delivered, and ask us to cancel and refund you. We will do it. You do not have to accept a delay you did not sign up for.

If your bag arrives damaged, faulty or wrong

Tell us and we will put it right. This includes damage in transit, a bag that does not match what you ordered, a bag that comes apart or stops working as it should, and anything else that is genuinely not as it should be.

Email support@mypuppurse.com within 30 days of delivery with:

- your order number

- a clear photo or short video showing the problem

- a photo of the whole bag, so we can see the problem in context

We will get back to you and tell you what happens next. In most cases we will send a free replacement or refund you in full on the strength of your photos, and you will not need to post anything back. If we do ask for the bag back, we will cover the cost of returning it. We will never ask you to pay to return a faulty item.

If you spot a fault after 30 days, contact us anyway. Your legal rights on faulty goods last longer than our 30-day claim window, and we will honour them.

If your order never arrives

If something goes wrong in transit, we deal with the carrier, not you.

Get in touch at support@mypuppurse.com if:

- you have tracking and it has not moved for 14 days or more

- the carrier says it was delivered and you do not have it

- the 16-week window has passed and nothing has arrived

For a delivery marked as complete, it is worth checking with anyone else at your address and any safe place or parcel locker the carrier may have used first. If it is still missing, tell us within 30 days of the delivery date shown.

We will open an investigation with the carrier and keep you updated while it runs. If your bag is confirmed lost, you choose: we make and ship a replacement at no cost to you, or we refund you in full including any shipping you paid. A replacement is made from scratch like any other order, so please allow the same window again.

What we cannot accept back

- Bags returned because you changed your mind, at any point after the 24-hour cancellation window

- Bags returned without contacting us first and getting a return confirmed in writing

- Damage caused after delivery, including water damage, pets, staining, tears from overloading, and normal wear from use

- A problem that was caused by the bag being altered, repaired or cleaned by someone other than us

- Very small differences from the photos on our website, such as slight variation in shade or finish. Anything that actually affects how the bag looks, holds together or works is a fault, and it is covered.

Please do not post anything back to us before we confirm a return. We cannot process an unannounced return and we cannot promise to get it back to you.

How and when refunds are paid

Refunds go back to the original payment method you used. We cannot refund to a different card, account or person, and we do not hand you store credit instead of your money back.

Once we have approved a refund we issue it straight away, and we will email you when it has gone out. Your bank or card provider then takes its own time to post the money to you, usually a few business days. If it is taking longer than that, email us and we will send you the refund confirmation to take to your bank.

When we cancel an order, when your order is lost, or when the whole order is faulty, the refund includes any shipping you paid. We will tell you the exact amount before we send it.

Your legal rights

Nothing in this policy takes away rights you have under law. If you are a consumer in the United States, the European Union, the United Kingdom or Australia, you have legal rights when goods arrive damaged, faulty, not as described or unfit for use, and those rights cannot be signed away by a shop policy, including this one. Where our policy and your legal rights differ, your legal rights win.

If you are shopping from the EU or the UK

You may have heard that you get 14 days to cancel an online order for any reason. That right exists, and there is an exception in the law for goods made to a customer's specification. We are not going to lean on that exception to shut you out, because it is a narrow one and we would rather be straight with you than clever.

So: if you are in the EU or the UK and you want to cancel after our 24-hour window, email support@mypuppurse.com with your order number and tell us. We will look at where your order is and deal with it in line with your rights under EU and UK consumer law. Do not assume you have no options - ask us.

How to reach us

Email is the fastest way and it gives us both a record.

support@mypuppurse.com

Pup Purse

22 Rustic Ridge Road, Randolph, NJ 07869, United States

We answer emails Monday to Friday, usually within two business days.