Pup Needs Love reserves the right to update the rules when necessary, and the updated version will be published on pupneedslove.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Pup Needs Love immediately. All buyers are deemed to accept the rules if they are using the services provided by Pup Needs Love. Pup Needs Love's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. The period of Return & Refund request filed exceeds, Pup Needs Love reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Pup Needs Love buyer center, or by contacting Pup Needs Love via pupneedslove.com/contact-us to cancel the order.
If the Pup Needs Love cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Pup Needs Love has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Pup Needs Love has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Pup Needs Love should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Pup Needs Love shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Pup Needs Love will abide by the policy under this condition.
If Pup Needs Love accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Pup Needs Love's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Pup Needs Love shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Pup Needs Love shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Pup Needs Love and buyer or others, Pup Needs Love must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Pup Needs Love. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Pup Needs Love has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Pup Needs Love Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Pup Needs Love Rules
The Return & Refund request is made after the stated processing time. Pup Needs Love will refund the order. The Return & Refund request is made within the stated processing time. Pup Needs Love has 3 business days to process the request after the buyer submits it. If Pup Needs Love fails to process (accept or reject) the refund request within 3 business days, Pup Needs Love will refund the order.
The Return & Refund request is made after the order has shipped. Pup Needs Love has 10 business days to process the request after the buyer submits it. If Pup Needs Love fails to process (accept or reject) the refund request within 10 business days, Pup Needs Love will refund the order.
If the package is sent back to Pup Needs Love during transit for any reason, and the buyer applies for a refund, Pup Needs Love should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Pup Needs Love should begin redelivery within 5 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Pup Needs Love should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.
If the buyer puts wrong receipt information on an order, the buyer should contact the us via pupneedslove.com/contact-us to request us to update the order with the correct receipt information.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Pup Needs Love shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Pup Needs Love, Pup Needs Love should check the proof and give a response within 3 business days.
If the proof checked by Pup Needs Love is not showing the problem clearly and or if the proof checked by Pup Needs Love is not showing the problem clearly, the proof is invalid, and the Pup Needs Love has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Pup Needs Love, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Pup Needs Love should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Pup Needs Love should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Pup Needs Love should redelivery within 5 business days of proof approval. Please note Pup Needs Love has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
If Pup Needs Love verifies the tracking number is wrong, and Pup Needs Love fails to provide the correct one within 4 business days, Pup Needs Love will refund the order.
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Pup Needs Love require refund order within 3 business days since buyer request.
If the transit time exceeds the estimated delivery time by 10 days or more and Pup Needs Love fails to provide any valid tracking updated info, the buyer may apply for a refund. Pup Needs Love requires refund order within 3 business days as buyer request.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through pupneedslove.com/contact-us.
Pup Needs Love will try its best to assist buyers in these special circumstances in a timely manner. After notifying Pup Needs Love, Buyers should expect a decision from Pup Needs Love on these types of issues no later than two weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Pup Needs Love to help deal with the after-sale issues.
