Refund policy

REFUND POLICY

Last updated 17 September 2026.

OUR 30-DAY GUARANTEE

If your order arrives faulty, damaged, or is not the item you ordered, you get your money back in full. Tell us within 30 days of delivery.

You do not need to post anything back to us. Send a photo and your order number and we will refund you, or send a replacement if you would rather have one. We reply within 24 hours.

IF YOU ORDERED THE WRONG SIZE

We are not able to accept returns or exchanges for the wrong size chosen. Posting a garment back to our fulfilment partner overseas costs more than the hoodie is worth, and building that cost into the price for everybody would make it worse for everybody.

So we do this instead: we will send you the correct size at our cost price, US$29.99 / C$39.99 including shipping, and you keep the first one. Outside the US and Canada we add shipping at cost and will quote it before you pay.

That is genuinely what the garment costs us to buy and ship. We make nothing on a replacement.

To avoid it entirely: full measurements for every size are published on the product page, and you can email us your chest measurement and height before ordering and we will tell you which size to take.

CHANGE OF MIND

For the same reason, we are not able to accept returns for change of mind.

HOW TO MAKE A CLAIM

Email PuppouchPremium@outlook.com within 30 days of delivery with your order number, one sentence on what's wrong, and a photo.

For a faulty, damaged or incorrect item we do not ask for the original back. In the rare case we do need it returned, we cover the postage and send you the return address first. Please don't post anything before you have that address — parcels sent to the wrong place cannot be traced or refunded.

REFUNDS

Approved refunds are issued within 5–10 business days to the original payment method. Your bank may take a few days beyond that to post it to your statement. Shipping to the US and Canada is free so there is nothing to deduct; where an international shipping charge was paid it is refunded too, if the fault was ours.

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.

YOUR STATUTORY RIGHTS

Nothing in this policy limits any right you have under consumer law that cannot be limited, including the New Zealand Consumer Guarantees Act 1993 where it applies. Our exclusions relate to change of mind and size selection, not to goods that are faulty or not as described.

CONTACT

Email PuppouchPremium@outlook.com.