Refund policy

Pug Shack – Return & Refund Policy

Last Updated: August 8, 2025

We want you to love your Pug Shack purchase! If you’re not completely satisfied, this policy explains how returns, exchanges, and refunds work. It’s designed to be clear, fair, and legally compliant while protecting both you and our small business.

1. Return Period

We accept returns within 30 calendar days from the date you receive your order.
Requests made after this period may not be accepted.

2. Eligibility for Returns

To qualify for a return, all of the following must apply:

  • The item is in its original condition, unworn/unused, with all original tags and packaging intact.

  • You provide a valid receipt or proof of purchase.

  • The item was not purchased as a final sale or under a non-returnable category (see Section 5 below).

3. How to Start a Return

  1. Email us at pugowner@pugshack.com with your order number, reason for return, and photos (if applicable).

  2. Wait for our confirmation and return instructions before sending anything back.

    Important: Items returned without prior approval will not be processed.

  3. Approved returns must be shipped to:
    Pug Shack
    1117 Shermer Road
    Northbrook, IL 60062

4. Return Shipping Costs

  • If the return is due to our error (e.g., defective, damaged, or incorrect item), we will provide a prepaid shipping label.

  • If the return is for any other reason (e.g., change of mind, size/color preference), the customer is responsible for return shipping costs.

5. Non-Returnable Items

We do not accept returns for:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care items (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Sale or clearance items (unless defective)

6. Damages and Order Issues

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery.

  • Include photos of the damage or wrong item for faster resolution.

We will arrange a replacement, exchange, or refund as appropriate.

7. Exchanges

The fastest way to get the right item is to return your original item (following the steps above) and place a new order once your return is approved.

8. European Union Customers

For orders shipped into the European Union, you have a 14-day “cooling-off” period under EU law.

  • You may cancel or return your order within 14 days for any reason, without justification.

  • Items must still be in unused condition, with original packaging and proof of purchase.

9. Refunds

  • Refunds are issued to your original payment method within 10 business days of our receiving and inspecting your return.

  • Processing times may vary by your bank or credit card provider.

  • If you have not received your refund within 15 business days after approval, please contact us at pugowner@pugshack.com.

10. Legal Disclaimer

This Return & Refund Policy is provided in accordance with applicable U.S. federal and state consumer protection laws, as well as the laws of the jurisdictions into which we ship, including the European Union where noted.

Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable law. Where such rights apply, they will take precedence over conflicting terms in this policy.

Pug Shack makes no warranties, express or implied, beyond those expressly stated in this policy or required by law. In particular, we disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.

We reserve the right to:

  • Verify the eligibility of returned items before issuing any refund or exchange.

  • Deny returns that do not meet our stated requirements.

  • Modify or update this policy at any time, with changes applying to purchases made after the modification date.

Pug Shack is not responsible for:

  • Return items lost or damaged during transit where the customer is responsible for return shipping.

  • Delays in refund processing caused by third-party payment processors or banks.

  • Normal wear and tear, damage caused by misuse, or alterations to the product after purchase.

By purchasing from Pug Shack, you acknowledge and agree to the terms of this Return & Refund Policy, including this disclaimer.