Refund policy

Return & Refund Policy

At PupJacket, customer satisfaction is very important to us. We want you to feel confident when shopping for your pet’s jackets, coats, rainwear, and outerwear. If you are not completely satisfied with your purchase, we are happy to help.

30-Day Free Return Policy

We offer free returns and refunds within 30 days of the date your order is delivered.

To be eligible for a return, the item must be:

In its original condition
Unused, unworn, and clean
Free from pet hair, odor, stains, damage, or signs of washing
Returned with its original packaging, tags, and accessories when applicable
Purchased directly from pupjacket.shop

Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return

To start a return, please contact us at:

Email: support@pupjacket.shop

Please include:

Your full name
Order number
Email used at checkout
Reason for return
Photos of the item, if the item is damaged, defective, or incorrect

Once your request is reviewed, we will provide return instructions. Please do not send items back without contacting us first.

Free Return Shipping

PupJacket offers free return shipping for eligible returns within 30 days. Return instructions will be provided by our support team after your request is approved.

Refunds

After we receive and inspect your returned item, we will notify you by email regarding the approval status of your refund.

If approved, your refund will be processed to your original payment method. Please allow several business days for your bank, credit card provider, or payment service to complete the refund.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at support@pupjacket.shop.

Please include clear photos of the item and packaging so we can review the issue quickly. If the issue is confirmed, we will offer a replacement, refund, or another suitable solution.

Exchanges

If you need a different size, color, or style, please contact us. Depending on product availability, we may help you with an exchange or guide you through returning the original item and placing a new order.

Non-Returnable Items

For hygiene and safety reasons, we may not accept returns for items that are heavily used, washed, damaged by the customer, covered in pet hair, or no longer in resellable condition.

Late or Missing Refunds

If you have not received your refund after approval, please first check your bank account or payment provider. Processing times can vary. If you still need help, contact us at support@pupjacket.sho