Refund policy
Last updated: October 9, 2026
At PuppyAgain, we stand behind the quality of our products. This policy explains when an order can be canceled, and when a product can be returned, replaced, or refunded. It applies to all orders placed at www.puppyagain.com. By placing an order, you agree to this policy.
Summary
- 24 hours: you can cancel an order that has not yet shipped.
- No returns, refunds, or exchanges for change of mind or personal preference.
- No returns, refunds, or exchanges for size selection errors made by the customer.
- 7 days from delivery: you must report a product that arrived damaged, defective, or incorrect.
- 90 days from delivery: limited warranty against manufacturing defects.
- For every return or refund, the original packaging must be in perfect condition.
Section 1 - Order Cancellation
You may cancel or change an order by emailing puppyagain@outlook.com within 24 hours of placing it, as long as it has not yet been shipped. If the order has not shipped, we will cancel it and refund the full amount to your original payment method. Once an order has shipped, it can no longer be canceled.
Section 2 - No Returns, Refunds, or Exchanges for Change of Mind
All sales are final once an order has shipped, except as expressly provided in Sections 4 and 5 and in Section 11. We do not accept returns, refunds, or exchanges because you changed your mind, no longer want the product, found it elsewhere, or simply did not like it.
Because our products are worn by animals and contain electronic components, we also cannot resell a product once it has left our warehouse and been opened or used. This is why we do not offer returns for personal preference.
Section 3 - Size Selection Errors
Choosing the correct size is the customer’s responsibility. Before ordering, please measure your dog carefully and follow the sizing guide shown on the product page. If you are unsure which size to choose, email puppyagain@outlook.com before you order and we will be glad to help you review the measurements.
We do not accept returns, refunds, or exchanges for errors in size selection made by the customer, including when the size ordered is too small, too large, or otherwise not the right fit for your dog. This applies even if the item is unused and in its original packaging.
This section applies only to size selection mistakes made by the customer. If we make the mistake and ship a size different from the one shown on your order confirmation, that is our error and it is covered by Section 4, with return shipping paid by us.
Section 4 - Damaged, Defective, or Incorrect Items (7 Days)
Please inspect your order as soon as it arrives. If your product arrives damaged, does not work, is missing parts, or is not the item or size you ordered (for example, we shipped a different size than the one on your order confirmation), contact us within 7 days of delivery at puppyagain@outlook.com and include:
- Your order number.
- A short description of the problem.
- Clear photos or a short video of the product, its packaging, and the shipping label.
If your claim is approved, you can choose a replacement or a full refund, including the original shipping cost. We will provide a prepaid return label or other instructions at our expense. In some cases we may ask you to keep or dispose of the item instead of returning it, and we will tell you if that applies.
Section 5 - Limited 90-Day Warranty
PuppyAgain warrants that our products will be free from manufacturing defects in materials and workmanship under normal use for 90 days from the date of delivery.
If a product stops working properly within this period because of a manufacturing defect, contact us at puppyagain@outlook.com with your order number and a description, photo, or video of the problem. After review, we will, at our discretion, repair, replace, or refund the product.
The warranty does not cover:
- Damage caused by misuse, chewing, dropping, exposure to water or moisture beyond the product’s stated limits, unauthorized repair or modification, use of a non-approved charger, or failure to follow the product instructions.
- Normal wear and tear, including gradual battery capacity loss from regular use.
- Minor cosmetic variations that do not affect function or safety.
- Dissatisfaction with the results experienced by your dog. We do not promise or guarantee any specific result, and results vary between animals, so the lack of a particular outcome is not by itself a defect.
This warranty is in addition to, and does not affect, any rights you have under mandatory consumer protection laws.
Section 6 - Original Packaging Requirement
For every return, refund, or replacement, the product must be returned in its original packaging, and that packaging must be in perfect condition. This includes the original product box and inner packaging, with all accessories, charger, cables, manuals, and inserts included. Packaging that is torn, crushed, marked, written on, or missing, or products returned in any other box or bag, may be refused or may result in a reduced refund or no refund.
If your product arrived damaged in transit, please keep the original packaging and photograph it as described in Section 4. Damage to the outer shipping carton that happened in transit and is shown in your photos will not count against you.
Section 7 - How to Request a Return
Returns are available only for the cases covered in Sections 4, 5, and 11.
- Email puppyagain@outlook.com from the address used for your order. Include your order number, a description of the problem, and photos or video.
- We will review your request and reply within 2 business days, usually sooner.
- If approved, we will send you return instructions and the return address. The return address is provided only after approval.
- Pack the item securely in its original packaging, in perfect condition, with all included parts. Ship it within 14 days of our approval.
Returns sent without prior written approval, or to any address other than the one we provide, will be refused and cannot be refunded. We are not responsible for them.
Section 8 - Return Shipping Costs
When a return is approved because of our error, a damaged or defective item, or an incorrect item, we will cover the cost of return shipping. In any other approved case, such as a statutory withdrawal under Section 11, you are responsible for the cost of returning the item.
We strongly recommend using a trackable shipping service and keeping your proof of postage. We cannot refund returns that are lost or damaged in transit if we have no record of receiving them.
Section 9 - Inspection and Refunds
When we receive your return, we will inspect the product and its packaging and email you to confirm whether the refund or replacement is approved. This normally takes up to 5 business days after arrival.
- Approved refunds are issued to your original payment method. We do not refund to a different card or account.
- Refunds are processed within 10 business days of approval. Your bank or payment provider may need additional time to post the refund to your account.
- If a returned item or its packaging does not meet the requirements of this policy, we may issue a partial refund that reflects the reduced value, or decline the refund and send the item back to you at your cost.
- Taxes are refunded as required by law. Original shipping charges are refunded only when the return is due to our error, or a damaged, defective, or incorrect item.
If you have not received your refund within 15 business days after approval, first check with your bank or card issuer, then contact us at puppyagain@outlook.com and we will look into it.
Section 10 - Exchanges and Replacements
We do not offer exchanges. Replacements are available only for damaged, defective, or incorrect items approved under Sections 4 and 5, are sent free of charge, and are subject to availability. If a replacement is not available, we will issue a refund.
Section 11 - Your Statutory Rights
This policy does not limit any rights you have under mandatory consumer protection laws where you live. Where the law of your country grants you a statutory right of withdrawal, for example if your order is delivered within the European Union or the United Kingdom, you may cancel your order within 14 days after delivery without giving a reason. To do so, notify us in writing at puppyagain@outlook.com, then return the unused product in its original packaging, in perfect condition, within 14 days of notifying us. We will refund the price of the product and standard delivery costs within 14 days of receiving the product back, or of receiving proof that you have sent it. You are responsible for the direct cost of returning the goods. This section applies only where that right is required by law, and it does not create any right of return for customers in other regions.
Section 12 - Payment Disputes and Chargebacks
If there is a problem with your order, please contact us first at puppyagain@outlook.com. We will work to resolve it quickly. If a chargeback or payment dispute is filed, we may provide the payment processor with records of your order, delivery confirmation, communications, and your acceptance of this policy. We reserve the right to dispute chargebacks that conflict with this policy and our Terms of Service.
Section 13 - Animal Health and Safety Concerns
If your dog has any adverse reaction while using the product, stop use immediately and contact a licensed veterinarian. Please also tell us at puppyagain@outlook.com so that we can document the report and review the case under this policy.
Section 14 - Contact Us
For any question about returns, refunds, replacements, or warranty claims, email us at puppyagain@outlook.com. Please include your order number so we can help you faster.