Returns Policy


At Pupclub Couture, we want you and your furry friend to be thrilled with your purchase. If, for any reason, you're not completely satisfied with your order, we offer a hassle-free 30 Day return policy from the date of delivery.

Returning an Order Placed through TikTok:

For orders placed through TikTok, please request a return via TikTok Shop before sending any items back to us. This will help us process your refund promptly upon receipt.

Eligibility for Refund:

To be eligible for a refund, ensure that the item(s) are unused, unworn, unwashed, and in the same condition as when you received them. Please note that sale or seconds items cannot be returned.

We recommend trying new items indoors to preserve their pristine condition in case a return is necessary.

Simple 3-Step Returns Process:

  1. Prepare your item(s) in a packaging bag along with the packing slip. Don't forget to include a note specifying the items you're returning and the reason.

  2. Ship your return to our HQ address (we recommend using a tracked service):

    PupClub Couture (returns),
    14 Crowleygreen Gardens,
    Warrington
    WA4 4GF.

  3. Once we receive your return, we'll promptly notify you via email about the approval of your refund. If any issues arise during the return process, our dedicated customer service team will reach out to you. Our aim is to process returns within 5 working days.

Faulty/Damaged Items:

Inspect your items upon delivery, and if you find any defects, damages, or receive the wrong item, contact us immediately. Our team will assess the issue and make it right for you.

Exceptions/Non-Returnable Items:

Custom/pre-ordered items, such as I.D. tags, phone cases, or pre-ordered apparel, are not eligible for returns or refunds as they are made to order. Additionally, sale/seconds & sample items are non-returnable. Their pricing reflects this policy. Please note that all sale items are final sale and non-returnable/refundable.

Exchanges:

Presently, we do not offer direct exchanges. However, you're welcome to return any unwanted items and make a separate purchase for the new item(s) you desire.

Refunds:

Once we receive and inspect your return, we'll notify you about the refund approval status. If approved, the refund will be automatically processed to your original payment method, excluding any postage costs. Please allow some time for your bank or credit card company to process and post the refund.

Free Gift Returns:

In case you received a free gift with your order and decide to return any items, kindly include the free gift in the return package. If the free gift is not returned, the corresponding cost will be deducted from your refund.

For any queries related to returns, feel free to reach out to us at woof@pupclubcouture.co.uk Our team is here to assist you with a wagging tail!

 

EU Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your order within 14 days of delivery of the last item, without giving any reason.

To exercise this right, please notify us at woof@pupclubcouture.co.uk before the 14-day period expires. You may use our self-serve returns portal via your customer account, or contact us directly.

Once you have notified us, you have a further 14 days to return the item(s). We will process your refund within 14 days of receiving the returned goods, to your original payment method.

Please note: return shipping costs are your responsibility unless the item is faulty or incorrect. This right does not apply to custom or made-to-order items (such as ID tags or pre-ordered apparel).