Refund policy

Return and Refund Policy for PuppyCat!

1.  Introduction

PuppyCat! is a sole trader that sells products which feature the owner's unique artwork, utilising a Print-On-Demand ("POD") service. No inventory is held by PuppyCat! When an order is submitted by a customer, a POD service provider fulfils and delivers the order. PuppyCat! seeks to treat customers fairly and to adhere to relevant laws and requirements applicable to jurisdictions in which it sells online to customers.

 

This Policy is governed by the laws of England and Wales. Nothing in this Policy affects a customer's statutory rights under applicable local law in the jurisdiction in which they reside.

 

2.  Purpose

The purpose of this policy is to provide a clear explanation of what can be returned or refunded, what the return/refund process is and the timelines for returns/refunds.

 

3.  Eligibility for Return and/or Refund

·       Damaged/Misprints/Defects

o   The process to initiate a return and/or refund is described under Section 4

o   In all jurisdictions, if received items arrive damaged, with misprints or defects, customers have the right to a replacement or refund.  This is applicable to Gift Cards too provided they have not been used.

o   Requests for refunds must be submitted within 30 days of receipt of purchased item

o   Requests for replacement must be submitted within a reasonable timeframe to evidence damage or defects as early as possible following receipt of the item by the customer. 

o   Evidence of damage, misprint or defect must be provided to enable assessment, by PuppyCat! and its POD partner, when requesting a refund or replacement

·       Cooling-off Period

o   As PuppyCat! does not hold inventory, and POD items are made to order, returns and/or refunds that are not damaged, misprinted or defective will not be permitted.

o   In the UK, however, a cooling off period does apply to Gift Cards which enables a customer to cancel an order within 14 days of purchase if the Gift Card is unused.

 

4. Returns and/or Refund Process

To initiate a return or refund customers are requested to use the Contact portal on the  www.yourpuppycat.com homepage.  An order number must be provided together with an indication of whether a replacement or refund is being requested.   

·       Returns

o   No returns should be sent to PuppyCat! as it does not hold inventory

o   PuppyCat! will provide the relevant details on which fulfilment partner the return item should be sent to 

·       Refunds

o   If a refund is requested relating to damage, misprints or defects an inspection of the item will be conducted before initiating a refund.  PuppyCat! reserves the right to refuse refunds for damaged items where there is no evidence of damage or where it is apparent that damage occurred following delivery of the item. 

o   If a refund is requested relating to the Cooling Off period (applicable to UK Gift Card customers only):

§  The Gift Card must be unused, and

§  The refund request must be accompanied by proof of purchase

o   Approved refunds will be initiated to the original method of payment, e.g. if original payment was made using a credit card the refund will be to that same credit card.

·       Return Shipping costs:

o   Where items are returned due to damage, misprints or defects, PuppyCat! will cover reasonable return shipping costs and will refund the full original delivery charge paid.

o   For UK Gift Card cooling-off refunds, no return shipping applies as Gift Cards are delivered digitally by email.

·       Timeline for Refunds:

o   Approved refunds for POD products eligible for refund will be paid within 14 days of receipt of returned item

o   Approved refunds for Gift Cards eligible for refund will be paid within 14 days of refund request.