Refund Policy

PupandTote is a store operated by Nova Spark Group. We want you to love your order. This Refund Policy explains your options if something is not right.

30-day money-back guarantee

If you are not satisfied with your purchase, you may return your item in its original condition within 30 days of delivery. Once we receive and inspect the returned item, the purchase price will be refunded. All returns must first be registered with our customer service by email.

Condition of returned items

  • Items must be unused and in their original condition, with any tags and packaging intact.
  • Because many of our products are handmade to order, personalised or custom items (for example, a bag made from a photo you upload) can only be refunded or replaced if they arrive faulty or damaged.
  • If an item is returned in an unsuitable condition, we reserve the right not to accept the return.

I received a faulty item

If your item is faulty, please contact our support team right away with: your order number, which item is affected, a short description, and a photo. For faulty, damaged or incorrect items there is no return charge, and we will arrange a replacement or full refund.

I received the wrong item

In the unlikely event you receive the wrong item, please contact us with your order number, the item you ordered, the item you received, and a photo. We will make it right.

Damaged in transit

If your parcel is damaged on arrival, please take a photo and send it to us within 7 days of delivery so we can arrange a replacement or refund.

If you simply changed your mind

If you ordered the wrong product, it does not suit you, or you no longer want it, you may return it within 30 days. In this case the cost of return shipping is the customer’s responsibility. We must receive the item before a refund can be issued.

Refunds

Once your return is approved, your refund is issued to your original payment method, usually within 5–10 business days.

Cancellations

If you wish to cancel your order, please notify us within 24 hours of ordering. After that we may be unable to cancel if your order has already entered handmade production. If it is already on its way, please wait to receive it and then use our returns process above.

How to start a return or cancellation

Email us at rickcacow@gmail.com with your order number and we will guide you through the next steps.

PupandTote is operated by Nova Spark Group.