ThePupy Return Policy

We want you to be happy with your ThePupy purchase! That's why we offer a generous 30-day return window, so you can shop with peace of mind.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For customers in the European Union (EU), European Economic Area (EEA), and United Kingdom (UK), additional statutory consumer rights may apply. Where applicable, those rights take precedence over this policy if they provide greater protection.

Request A Return

To start a return, you can contact us at support@thepupy.com, Whatsapp: +1 406 605 8582 or Contact Us Form. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted. Returns must be sent only to the return address provided by our support team. Please do not send items back to the sender address on the original package!

Please note: We require a photo or video of the item before proceeding with a return. This helps us verify the issue and process your return or replacement request as quickly as possible.

You can always contact us for any return question at support@thepupy.com, Whatsapp: +1 406 605 8582 or Contact Us Form.

Return Address and Shipping Costs

Hard Bottom Back Seat Cover For Dog, Luxe Dog Bed, Portable Dog Stair, and Single Rider:

United States and United Kingdom customers:

We provide a prepaid return shipping label for all approved returns of these items, and customers are not responsible for any return shipping costs.

To help you get your refund as quickly as possible, we do our best to arrange a return address closest to your location — this address will be confirmed and provided to you once your return is approved.

There are no restocking fees.

Customers Outside the US and UK: A £9.99 restocking fee or $14.99 restocking fee will apply based on your location.

Where applicable, return shipping costs and any statutory consumer rights will be handled in accordance with the laws applicable to your order.

Cloud Human Dog Bed:

Because of its size and weight, the Cloud Human Dog Bed follows a different process if you simply "change your mind" about your purchase. You have two options:

Return the item: Pack and ship the item back to us at your own cost and receive a 100% refund of your order once we receive and inspect it.
Keep the item: Skip the return entirely and receive a 40% refund of your order — no shipping required.

To request either option, contact us at support@thepupy.com, Whatsapp: +1 406 605 8582 or Contact Us Form within 30 days of delivery.

This change-of-mind exception applies only to the Cloud Human Dog Bed. If your Cloud Human Dog Bed arrives damaged, defective, or incorrect, please see "Damages and issues" below — those cases are handled separately and are not subject to the change-of-mind refund options above.

For customers in the UK, EU, and EEA, statutory cancellation and consumer rights described below apply where applicable and take precedence over this change-of-mind policy.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Once the issue is confirmed, we’ll send you a brand-new replacement at no additional cost.

Note: For damage that occurred during delivery, please contact us as soon as reasonably possible and, where possible, provide photos or video of the packaging and item.

The 5-day reporting period is intended to help us identify shipping-related damage quickly. It does not limit any statutory consumer rights that may apply to you under applicable law.

Exceptions / non-returnable items

Products damaged due to misuse, accidents, chewing, scratching, improper care, unauthorized modifications, or normal wear and tear are generally not eligible for a voluntary change-of-mind return or warranty coverage.

This section does not limit any statutory rights you may have regarding defective, faulty, damaged, or misdescribed goods.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Where applicable, statutory consumer rights regarding faulty or misdescribed goods remain unaffected.

Right of Withdrawal — EU, EEA & UK Customers

This section applies to customers in the European Union, the European Economic Area (EEA), and the United Kingdom. Where this section conflicts with another part of this policy, the applicable statutory rights described here take precedence.

Your Right of Withdrawal

Where applicable under consumer law, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.

If your order is delivered in multiple shipments, the withdrawal period generally begins after you receive the last item of the order.

You may also cancel your order at any time before it has shipped for a full refund.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.

You can:

• Contact us at support@thepupy.com;
• Contact us via WhatsApp: +1 406 605 8582;
• Use our Contact Us Form; or
• Use the Model Withdrawal Form below, although its use is optional.

It is sufficient for you to send your withdrawal notice before the applicable 14-day period expires.

Returning the Goods

After notifying us of your withdrawal, please send the goods back without undue delay and, where applicable, no later than 14 days from the day you notify us of your withdrawal.

For a change-of-mind withdrawal, you may be responsible for the direct cost of returning the goods where permitted by applicable law.

If the item is defective, damaged, incorrect, or otherwise subject to a statutory remedy, we will cover the applicable return costs.

You may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and functioning, similar to how you would be able to inspect them in a shop.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

Refunds

If you validly exercise your right of withdrawal, we will reimburse the payments we have received from you, including the cost of our least expensive standard delivery option.

If you selected a more expensive delivery method, we are not required to reimburse the additional cost of that upgrade.

Refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

Where permitted by applicable law, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

We will process the refund without undue delay and within the period required by applicable law.

You will not be charged a fee for receiving the refund.

Statutory Consumer Rights

The 14-day withdrawal right described above is separate from your other statutory consumer rights.

Nothing in this Return Policy limits or excludes your legal rights relating to faulty, defective, damaged, unsafe, or misdescribed goods.

For customers in the EU, this includes applicable statutory consumer protections and legal guarantees of conformity.

For customers in the UK, this includes applicable consumer rights under UK law.

These statutory rights may provide remedies such as repair, replacement, price reduction, or refund depending on the circumstances and applicable law.

Model Withdrawal Form

If you wish to exercise your statutory right of withdrawal, you may use the following form and send it to:

ThePupy Team
Email: support@thepupy.com

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Order Number: ____________________

Product(s): ____________________

Date Ordered: ____________________

Date Received: ____________________

Customer Name: ____________________

Customer Address: ____________________

Customer Email: ____________________

Date: ____________________

Signature: ____________________
(only required if this form is submitted on paper)

Refunds: 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thepupy.com, Whatsapp: +1 406 605 8582 or Contact Us Form.

Contact Us:

Email: support@thepupy.com

Whatsapp: +1 406 605 8582

Monday – Friday: 9:00AM – 6:00PM (ET)
Saturday: 10:00AM – 4:00PM (ET)
Sunday: Email Support Only

We aim to respond to your inquiries within 24 hours.

Have a quick question? Check our FAQ page before reaching out — you might find your answer right away.