Returns & Refunds
Every piece is carefully inspected before it leaves our studio. We hope you and your companion will love your purchase — but if something isn't quite right, here's what you need to know.
What is your return policy time frame?
We accept returns within 14 days of delivery for eligible items. To qualify, a piece must be unworn and in its original condition, with all original packaging, tags, and accessories included, and free of pet hair, odors, scratches, bite marks, or any other sign of wear. Return shipping is at your cost.
Can I cancel a pre-order?
Yes. Pre-order pieces are made to order and ship from early December 2026. You can cancel any time before your order ships for a full refund: just email info@maisonpupa.com with your order number. Once it has shipped, the return terms above apply.
Can my dog try a piece on?
Yes. You're welcome to try a piece on your dog indoors to check the fit. For hygiene and safety reasons, we can't accept returns on pieces that have been worn outdoors or that show any sign of wear. This is standard practice for pet accessories and helps us maintain the quality of every piece we send out.
Which items cannot be returned or exchanged?
Personalized or custom-made pieces, including those with custom engraving, are final sale, as are gift cards, sale or clearance items, and, for hygiene reasons, opened pet toy sets. Any product that has been used or damaged after delivery is also considered final sale.
Can I exchange an item for a different size?
Yes, subject to availability. Your first size exchange is free: send the piece back within 14 days of delivery, at your cost, and we'll ship the new size to you at no charge.
My order arrived damaged, defective, or incorrect — what do I do?
Please contact us within 7 days of delivery with your order number, a brief description of the issue, and clear photographs of the product and its packaging. Once reviewed, we'll arrange a free replacement or full refund, and we'll cover all shipping costs.
When will I receive my refund?
Once your return is received and inspected, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days, depending on your financial institution. Original shipping charges are non-refundable unless the return is due to our error.
Who pays for return shipping?
Customers are responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect, in which case we cover all shipping. On your first size exchange, we ship the new size to you free. We recommend using a tracked shipping service — Maison Pupa cannot be held responsible for items lost in transit.
How do I start a return?
Contact us at info@maisonpupa.com with your order number and the item you'd like to return or exchange, and we'll guide you through the next steps.
