Refund policy
1. Purpose & Scope
This policy explains how refunds, returns, and subscription cancellations are handled for all products and services (“Products”) sold by Puppello.com (“we,” “us,” “our”). It is drafted to comply with Visa, Mastercard, American Express, and Discover network rules and to meet the underwriting standards typically required for high-risk merchant accounts.
2. 30-Day Satisfaction Guarantee
We want every customer to feel confident purchasing from Puppello. If you are not completely satisfied, you may request a refund or replacement within 30 calendar days of the charge date, subject to the conditions below.
| Product Type | Refund Eligibility | Notes |
|---|---|---|
| Physical goods (e.g., pet accessories) | Return in original, resalable condition with all accessories. | Buyer pays return shipping unless the item arrived damaged/defective. |
| Digital content / downloads | Refundable only if download links have not been accessed or if files are proven corrupt. | Access logs are used to verify eligibility. |
| Subscription services (see § 3) | Pro-rated refund of the unused portion when cancellation occurs within 30 days of the original charge or renewal. | One pro-rated refund per subscriber per 12-month period. |
Items marked “Final Sale,” personalized items, and gift cards are not refundable unless defective.
3. Subscription Cancellation
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Self-Service: Customers may cancel any active subscription at any time from the “My Account → Manage Subscription” panel.
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Email Requests: Alternatively, email contact@puppello.com from the address on file. For security, we may request additional verification.
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Effective Time: Cancellations take effect immediately; no further charges will be made. Access to subscription benefits continues until the end of the current billing cycle, unless a pro-rated refund is issued under § 2.
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Charge Timing: Because we bill in advance, you must cancel at least 24 hours before the next renewal to avoid the upcoming charge.
4. How to Request a Refund
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Contact Us First
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Email: contact@puppello.com
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Subject line: “Refund Request – Order ####”
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Provide your order number, the product(s) you wish to return, and a brief explanation.
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Receive RMA: We will issue a Return Merchandise Authorization (RMA) number and return instructions within one business day.
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Ship Back (if applicable): Insure the package and provide a trackable carrier. We must receive the item within 14 days of RMA issuance.
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Inspection & Decision: All returns are photographed, logged, and inspected on video to prevent fraud. Approved refunds are processed to the original payment method within 5–10 U.S. banking days.
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Confirmation: You will receive an email confirmation when the credit has been submitted to your bank.
5. Fraud Screening & Chargeback Management
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Verification: We reserve the right to request photo ID or additional documentation to validate ownership of the payment method for any refund above USD $250 or where fraud indicators are triggered.
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Chargebacks: Initiating a chargeback before contacting us voids eligibility for a courtesy refund until the dispute is resolved. We provide the card networks with full evidence (CVV match, AVS response, IP address, delivery proof, customer correspondence) to contest illegitimate claims.
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Abuse Policy: Accounts with excessive returns, reshipping patterns, or chargebacks may be suspended and future orders refused.
6. Shipping Errors & Damaged Items
If we ship the wrong item or the item arrives damaged in transit, notify us within 48 hours of delivery with clear photos of the packaging and product. We will arrange a prepaid return label or ship a replacement at no extra cost.
7. Limitation of Liability
Refunds are limited to the amount paid for the Product. Consequential or incidental damages, indirect losses, or loss of earnings are excluded to the maximum extent permitted by law.
8. Policy Updates
We may amend this policy to comply with evolving card-scheme rules or regulatory guidance for high-risk merchants. Any material changes will be posted at least 14 days before they take effect.
Questions?
Email contact@puppello.com — we respond to all inquiries within one business day.
By completing a purchase on Puppello.com you acknowledge and agree to the terms above.