Widerrufsrecht

Last updated: October 29, 2026

Returns and cancellations

We want you to be happy with your purchase. If something isn't right, please reach out and we'll do our best to help.

Return eligibility

You may request a return within 14 days after the last item in your order is delivered. To be eligible for a return, items must be unused, in their original packaging and in the same condition you received them. We may reduce your refund if the item has been used, damaged beyond inspection, or handled more than necessary.

Certain items cannot be returned once opened, including calming chews, diffuser refills and other consumable products, for hygiene and safety reasons.

You can request cancellation or removal of items from your order at any time before the item has been shipped.

How to request a return or cancellation

To start a return or cancellation, please email us at info@puppeace.uk with your order number and the reason for your request. Our team will review your request and guide you through the next steps.

Items sent back without first requesting and receiving approval will not be accepted.

Return shipping

If your return is approved, return shipping costs are the responsibility of the customer. We do not provide prepaid return labels. Please ensure items are packaged securely to avoid damage during transit.

Damaged or defective items

Please inspect your order when you receive it. If an item is defective, damaged, or if you received the wrong item, contact us within 48 hours of delivery at info@puppeace.uk with photos of the issue. We will arrange a replacement or full refund at no cost to you. In most cases, you will not need to return the item.

Exchanges

We do not currently offer direct exchanges. If you need a different size or variant, please contact us to arrange a return and place a new order separately.

Subscriptions and memberships

If your purchase included a subscription or membership service, recurring payments for these services are non-refundable. You can cancel your subscription or membership at any time by visiting cancel.puppeace.com. After cancellation, your access will remain active until the end of your current billing period and no further charges will be made. Cancellation does not affect any physical product orders or returns.

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days. Return shipping costs are the responsibility of the customer.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return or cancellation, please contact us at info@puppeace.uk.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days. Return shipping costs are the responsibility of the customer.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return or cancellation, please contact us at info@puppeace.uk.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, you will be refunded to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

If you have not received your refund within a reasonable time after approval, please contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Contact

For any questions about returns, cancellations, refunds or memberships, please contact us at info@puppeace.uk.