Refund policy
PupCloset.store Return & Refund Policy
Last Updated: August 10, 2026
At PupCloset.store, we believe shopping for your beloved companion should feel delightful, simple, and reassuring. Our boutique is dedicated to offering charming pet apparel and accessories selected to bring together style, comfort, and everyday practicality. We understand, however, that sometimes an item may not be quite right, a size may not fit as expected, or you may simply decide that a purchase is not suitable for your pet.
This Return & Refund Policy explains the conditions and procedures applicable to return and refund requests made for purchases through PupCloset.store.
By purchasing from our website, you acknowledge and agree to the terms described below, subject always to any mandatory consumer rights that apply to you under applicable law.
1. 30-Day Return Period
You may request a return within 30 days of receiving your order.
To be eligible for consideration under our standard return policy, your request must be submitted within this 30-day period.
If more than 30 days have passed since delivery, we may be unable to accept the return unless otherwise required by applicable consumer protection law.
We recommend inspecting your order promptly after delivery.
2. Return Eligibility
To qualify for a standard return, an item should generally be returned in substantially the same condition in which it was received.
Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer law, returned products should generally be:
Unused or unworn beyond what is reasonably necessary to inspect the product
Clean and free from pet hair, stains, odors, dirt, or other signs of use
Unwashed and unaltered
Returned with original tags, labels, accessories, and packaging where reasonably possible
Accompanied by sufficient proof of purchase
Pet clothing should be tried on carefully and under supervision. Please avoid allowing your pet to wear an item outdoors or for extended periods if you believe you may need to return it.
We reserve the right to assess the condition of returned merchandise before approving a refund, subject to applicable law.
3. Pet Clothing and Sizing
Pet clothing sizing can vary between products, and pets of the same breed or weight may have significantly different proportions.
For this reason, we strongly encourage customers to review the sizing information provided on the applicable product page before purchasing.
Where measurements are available, please measure your pet carefully, particularly around the chest and along the back.
Size labels such as XS, S, M, L, XL, and similar designations should not be assumed to be identical across every product.
If your pet falls between sizes, please follow the sizing recommendation provided for that particular item.
A sizing issue does not automatically mean a product is defective. However, eligible items may still be returned in accordance with this Return & Refund Policy.
4. Starting a Return
To request a return, contact us at:
Email: support@PupCloset.store
Please include your order number, the email address associated with your purchase, the item you would like to return, and the reason for your request.
If there is a problem with the product, photographs may be requested where reasonably necessary to understand and resolve the issue.
Please wait for return instructions before sending merchandise.
Sending a product to an address without first following the applicable return instructions may delay processing and may prevent us from correctly identifying your return.
5. Return Shipping
Where a return qualifies for free return shipping under the offer or policy applicable to the customer's order, PupCloset.store will provide or arrange the appropriate return instructions.
Customers should follow the return method and destination communicated by our support team.
Please do not assume that products must automatically be returned to our business contact address. Depending on fulfillment arrangements and the nature of the return, a different authorized return destination may apply.
Any return shipping conditions will be communicated during the return authorization process.
6. Damaged, Defective, or Incorrect Items
Please inspect your purchase after delivery.
If an item arrives damaged, appears defective, or is different from the item you ordered, contact us as soon as reasonably possible at support@PupCloset.store.
Include your order number and a clear description of the issue.
We may request photographs of the product, packaging, shipping label, or affected area where reasonably necessary to evaluate the problem.
If we determine that the item is damaged, defective, or incorrect, we will work with you toward an appropriate solution in accordance with applicable law and our policies.
Depending on the circumstances, available remedies may include replacement, refund, or another appropriate resolution.
Nothing in this section limits statutory rights that cannot legally be excluded.
7. Non-Returnable Items
Certain items may not qualify for return where permitted by applicable law.
This may include products that have been materially used, worn, washed, damaged after delivery, altered, or contaminated in a manner that prevents resale for hygiene reasons.
Personalized or custom-made products may also have different return conditions if such products are offered.
Gift cards, where available, may be non-refundable except where required by law.
Any product-specific return restrictions will be communicated where appropriate.
If you are uncertain whether an item qualifies for return, contact us before sending it back.
8. Exchanges
The availability of direct exchanges may depend on inventory and fulfillment circumstances.
If you require a different size, color, or style, contact our customer support team.
Where direct exchange processing is unavailable, the most efficient option may be to return an eligible item according to this policy and place a new order for the preferred item.
We cannot guarantee that a replacement size, color, or design will remain available while a return is being processed.
9. Refund Processing
Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method unless another method is required by applicable law or agreed upon in appropriate circumstances.
Please allow your bank, card issuer, payment provider, or other financial institution additional processing time after a refund has been issued.
The time required for funds to appear in your account is controlled partly by the payment provider and may therefore vary.
10. Original Shipping Charges
Where an order qualified for free shipping, there may be no original standard shipping charge to refund.
If optional premium, expedited, or other paid delivery services are offered in the future, charges associated with those services may be treated separately where permitted by law.
Nothing in this policy affects any mandatory right to reimbursement available under applicable consumer protection legislation.
11. Refunds Without a Physical Return
In certain circumstances, PupCloset.store may determine that a physical return is unnecessary.
If this applies to your request, our customer support team will provide instructions.
Customers should never dispose of an item based on an assumption that a return will not be required. Please wait until you have received instructions from us.
12. Lost Return Shipments
When returning merchandise, please follow the authorized shipping instructions carefully.
Where tracking is available, retain your return shipping receipt and tracking information until your refund has been completed.
PupCloset.store cannot guarantee responsibility for merchandise sent using an unauthorized return method or to an incorrect address, except where responsibility is imposed by applicable law.
13. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipment.
However, because orders may begin processing quickly, cancellation cannot always be guaranteed.
If an order can no longer be cancelled, you may request an eligible return after delivery in accordance with this policy.
14. Refused or Undeliverable Packages
Orders that are refused, unclaimed, or returned because of incorrect or incomplete delivery information may require additional review.
Customers are responsible for providing accurate shipping information at checkout.
If you notice an error in your address after ordering, contact us promptly. We cannot guarantee that an address can be changed once processing or shipment has begun.
15. Promotional and Sale Items
Unless clearly stated otherwise at the time of purchase, eligible promotional or sale merchandise may be handled under the same general return process described in this policy.
Any special conditions attached to a promotion will be disclosed where applicable.
16. Fair Use of Our Return Policy
Our return policy is intended to give customers confidence when purchasing pet apparel online.
We reserve the right, where permitted by law, to investigate patterns of suspected return abuse, fraud, manipulation, or misuse.
This may include repeated returns of materially used merchandise, falsified claims, or attempts to obtain refunds for items that were not purchased from PupCloset.store.
Any action taken will remain subject to applicable law.
17. Consumer Rights
This policy is intended to supplement, not replace, rights available to consumers under applicable legislation.
Depending on your location, you may have statutory rights concerning defective goods, misrepresentation, delivery, cancellation, refunds, or other consumer matters.
Nothing in this Return & Refund Policy is intended to waive or limit a right that cannot lawfully be waived or limited.
18. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect operational, legal, regulatory, or business changes.
The latest version will be published on PupCloset.store with an updated revision date where appropriate.
The version applicable to a transaction will be determined in accordance with applicable law.
19. Contact Us
For questions regarding a return or refund, please contact:
PupCloset.store
1414 R. Notre Dame O
Montréal, QC H3C 1K8
Canada
Email: support@PupCloset.store
Phone: (888) 331-6133
We appreciate every customer who chooses PupCloset.store for their companion’s wardrobe and will do our best to make eligible returns as straightforward as possible.