Last updated 16 September 2026.
Our 60-day promise
You have 60 days from the day your order arrives to decide whether to keep it. If it isn't right, email us and we will refund you in full.
Condition
For a size exchange or a change-of-mind return, the hoodie must be unworn, unwashed, and free of pet hair, with any tags still attached. We are not able to resell a used garment, so we cannot accept one back.
If the item arrived faulty, damaged, or is not what you ordered, this condition does not apply — see below.
How to start a return
Email PuppouchPremium@outlook.com with your order number and a sentence on what's wrong. We will reply within 24 hours with a return address and instructions. Please do not send anything back before you have that address — parcels sent to the wrong place cannot be traced or refunded.
Who pays return postage
- Change of mind or wrong size: you cover the cost of posting it back to us.
- Faulty, damaged, or wrong item sent: we cover it. In most cases we will simply send a replacement and won't ask for the original back.
Refunds
Once your return arrives with us we inspect it and issue the refund within 5–10 business days, to the original payment method. Your bank or card issuer may take a few days beyond that to post it to your statement.
Refunds cover the price you paid for the item. Original shipping was free, so there is nothing to deduct.
Exchanges
The fastest way to change size is to return the original for a refund and place a new order, so you are not waiting on two transit legs. Tell us you're doing this and we will keep an eye on both.
Cancelling an order
Email us within 12 hours of ordering and we will cancel and refund in full, provided the order has not yet been dispatched.
Contact
Email PuppouchPremium@outlook.com.