If you are not entirely happy with your item, we are here to help.
If you require a return, refund or replacement, please use the Contact Us form. Alternatively, you can email us at firstname.lastname@example.org
Please state the reason for return/refund/replacement and your invoice number.
Please Note: Customers are responsible for the cost of return shipping.
Please thoroughly read through the information below.
Puppins offers a 7 day return from the day you received your item.
Returns must be approved by the Puppins team. Any returns not approved, will not be accepted.
Items must be unused/unopened and in the same condition that you received them. All returns must be in their original packaging.
Your items must be returned with a receipt or proof of purchase.
Shipping fees for returns are to be covered by the customer.
Returns are not accepted for personalised products.
Puppins do not accept change of mind returns.
Puppins will inspect your returned item and advise whether a refund and/or replacement option is available.
If approved, your refund amount will be reimbursed to your source of payment (e.g. credit card, PayPal).
Shipping costs are non-refundable.
Refunds are not accepted for personalised products.
Replacement is available on items that are:
· Faulty on arrival
This excludes items which have been lost and/or damaged during shipping, as these items are insured by Australia Post.
Puppins can request the item to be returned for inspection, or we may simply request photo and/or video proof of the fault.
Faults in Personalised Products
Faults in personalised products may include:
· Printing faults (e.g. visible ink lines)
· Vinyl faults (e.g. vinyl is peeling on arrival)
Replacement is only available for the faulty product. For example, if vinyl is peeling then Puppins will re-send the vinyl decal with instructions on how to remove the old decal and apply the new. If the vinyl is attached to an item, the item itself will not be replaced. For prints, the print will be replaced, the frame will not.
Errors made during the ordering process are at fault of the buyer and will not be replaced. Please ensure all names, quotes, and so forth are correct before approving your final proof.
All returns, refunds and replacements are at the discretion of the Puppins team. We will do our absolute best to help resolve your issue. We do not offer refund or replacement on change of mind, so please ensure that you completely happy to purchase the item before doing so.
Lost/Damaged In Transit
The Puppins team ensure that all items are packaged well for a safe arrival. Unfortunately, we cannot be held responsible for any damage and/or loss caused once your package is shipped. All our items are sent with tracking and Puppins will happily assist you in any disputes with Australia Post and/or any other shipping company we may use.