Refund Policy
If you are unhappy with a PurePup Product purchased from the PurePup website (www.shoppurepup.com) within 30 days of purchase, contact us so that we can help ensure the product has been used as directed.
Sometimes there is a bit of a learning curve for pet parents when transitioning to true organic products so we may make suggestions for you to try prior to approving a refund. We do this because we know organic is better than synthetic and we want your pup to have a naturally healthy bathing future!
If you still don't like it after you've tried our expert tips, we'll refund the cost of the product purchase (subject to terms below) or provide an exchange. For exchanges, any amount over the original purchase price will be at the customer’s expense.
- Please contact us within 30 days at hello@shoppurepup.com
- To complete your return, we will require proof of purchase.
- We cannot process returns for purchases from other websites or retail stores. Please return these products to the purchase store.
- It is your responsibility to pay for return shipping and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays.
- The charges (excluding shipping and handling fees) are fully refundable. We really want you to be satisfied, but we must adhere to these guidelines in order to be fair and consistent.
- It will take us a few days to process your return and it will likely take another 7 business days (excluding holidays and weekends) for a bank (debit card) or credit card company to refund to your card or bank account (debit card). If you don't see the return in 7 days, please let us know and we'll make it right.
Refunds:
If approved, your refund will be processed and will automatically be applied to your credit card or original method of payment, usually within five (5) - seven (7) business days but according to your card processors policy. Approved refunds will be for the product cost and taxes paid if any, less inspection/restock fees assessed at $3.50 per item. Shipping charges are non-refundable. We do not provide prepaid return shipping labels.
Late or missing refunds
If you haven’t received a refund and it is less than 7 business days, please check back after 7 business days to allow your credit provider time to post the refund to your account.
If you haven't received a refund and 7 business days have gone by, please contact us ASAP (hello@shoppurepup.com), so we can confirm the refund has been processed and sent to your credit provider.
Sale Items:
If you purchased a product at a sale price, only the sale price will be refunded.
Exchanges:
We only replace items if they are defective or damaged, without prior approval. If you need to exchange for any reason, please email us at hello@shoppurepup.com. Shipping charges for exchanges are the responsibility of the customer.
Returns address is:
PurePup- Returns/Exchanges
70 Dorcon Drive
East St. Paul, Manitoba Canada R2E0H6
Product Condition Requirements:
For approved returns, the product(s) will need to be returned at the customer’s expense in new-unused or at least good condition so that we may donate it to a Rescue or Shelter.
Once your return has been received, inspected and found to be in good condition, your refund will be processed and applied to the original payment method used. We request that you send us the tracking information for your return so we can quickly process your refund once delivery is confirmed. Funds will be available to you based on the timetable of your credit card holder for such transactions.
