Our "Happy Tails" Return Policy

At Pup Hut, we want you and your furry friends to absolutely love your purchase. If something isn't quite right, we’re here to help make it right.

1. The Basics: 30-Day Returns

You have 30 days from the date your order is delivered to request a return or exchange.

To be eligible for a full refund, items must be:

  • Unused, unwashed, and in the same condition you received them.

  • In their original packaging with all tags still attached.

  • Free of pet hair, odor, or signs of wear (we love your pets, but the next customer might not want their sparkles!).

2. Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns on:

  • Opened Food, Treats, or Supplements: Unless there is a manufacturer recall or quality issue.

  • Used Toys or Beds: Items showing signs of chewing, scratching, or pet hair cannot be resold.

  • Personalized/Custom Items: Custom tags, engraved bowls, or bespoke clothing.

  • Clearance/Final Sale Items: These purchases are final.

🐾 Sizing Tip: We highly recommend measuring your pet before ordering apparel or harnesses. If you tried an item on your pet and it doesn't fit, it is eligible for a return/exchange, provided it is completely free of fur and dirt.

3. How to Start a Return

  1. Visit our Return Portal: Go to Returns and complete the form. Our sales team will respond as soon as possible to issue a return label.

  2. Pack it Up: Safely pack the items in their original box or a similar shipping container.

  3. Ship it Back: Print the prepaid shipping label provided by our sales team, attach it to your package, and drop it off at the instructed location.

4. Return Shipping Fees

  • Exchanges & Store Credit: Returns for an exchange or store credit are 100% free—we’ll cover the return shipping!

  • Refunds to Original Payment: A flat fee £5.00 of will be deducted from your refund to cover return shipping and restocking costs.

  • Damaged or Incorrect Items: If we made a mistake or the item arrived damaged, we will cover all shipping costs. Please contact us immediately at sales@puphut.co.uk  with a photo of the issue.

5. Refunds & Processing Time

Once your return arrives at our warehouse, please allow 3 to 5 business days for our team to inspect it.

  • If approved, your refund will be processed automatically to your original method of payment.

  • Please note it can take 5 to 10 business days for your bank or credit card company to post the refund to your account.

Questions?

Our Customer Care team is fetching answers Monday–Friday, 9 AM–5 PM BST.