Refund policy

Return & Refund Policy

Last updated: October 3, 2026

At ThinkPuppy, we want you and your pet to be happy with your purchase.

If you have a problem with your order, please contact us at support@thinkpuppy.com before sending anything back.

14-Day Returns

Where applicable under consumer protection law, customers in the European Economic Area have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason.

The product must be returned in accordance with applicable law and the conditions described below.

Some legal exceptions may apply.

Return Conditions

For voluntary returns, where permitted by law:

  • The item should be unused and in its original condition.

  • The item should be returned with its original packaging where reasonably possible.

  • Proof of purchase or the original order number may be required.

  • Customers should contact us before returning an item.

Nothing in this policy limits any mandatory consumer rights you may have under applicable law.

Return Shipping

Unless applicable law requires otherwise, customers are responsible for the direct cost of returning an item when exercising a statutory right of withdrawal.

If the product is defective, damaged, incorrect, or not as described, please contact us before returning it. We will assess the issue and provide an appropriate solution in accordance with applicable law.

Damaged or Incorrect Items

Please inspect your order after delivery.

If your item arrives:

  • damaged,

  • defective,

  • incorrect,

  • or materially different from what you ordered,

contact us as soon as reasonably possible at support@thinkpuppy.com.

Please provide:

  1. Your order number

  2. A description of the problem

  3. Clear photographs or video showing the issue

We may request additional information to help us investigate the problem with our fulfillment or shipping partner.

Refunds

Once your return or refund request has been approved, we will process the applicable refund to the original payment method.

The time required for the refund to appear in your account depends on your payment provider or financial institution.

Exchanges

If you receive a defective or incorrect item, we may offer a replacement where appropriate.

For ordinary change-of-mind returns, replacement availability depends on the product and applicable law.

Non-Returnable Items

Certain products may be excluded from return where permitted by law, including products that are:

  • personalized or made specifically for you;

  • sealed goods that cannot be returned for health or hygiene reasons once unsealed;

  • otherwise excluded by applicable consumer-protection legislation.

Any statutory consumer rights remain unaffected.

Legal Guarantee

For customers covered by EU/EEA consumer law, products must comply with the applicable legal guarantee and conformity requirements.

If a product is defective or does not conform to the contract, you may have rights to remedies such as repair, replacement, price reduction, or refund as provided by applicable law.

Contact Us

For return or refund requests:

ThinkPuppy
Email: support@thinkpuppy.com