Refund and Returns Policy

Overview

Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 15 days after delivery

Refunds

Once we receive the return order, it will take 3-5 business days for a refund to appear on your statement. If 3-5 business days have passed and you still don’t see a refund, please feel free to contact us at support@puppyvine.com

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@puppyvine.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@puppyvine.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

RETURNS & EXCHANGES

We offer easy returns & exchanges on all orders. To return an item, please contact us and we will generate a return authorization for you. Returns are only accepted for items purchased directly from our website. The item(s) must be unused and in original packaging.

To complete an exchange, place your return/replace request, once the request is placed we will arrange a reverse pick up for the product and issue a replacement with the correct product once the damaged product is picked up by our logistics partner. This entire process should take around 2-3 working days.

Invalid reasons

Buyer no longer wants the items – this is the most common example which we cannot honor if we want to continue offering great value at puppyvine. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

The buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

Cancellations

In the event you wish to cancel your order, please contact us. If the order has already shipped, we would be unable to stop the package.