Returns & Exchange
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 unused 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.
Why can't I return an item that's been worn by my pet?
For hygiene and safety reasons, we're unable to accept returns on items that have been worn or used by a pet, regardless of condition. 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 products, including engraved items, are final sale, as are gift cards and sale or clearance items. 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. We're happy to offer exchanges on eligible items, subject to availability. Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
My order arrived damaged, defective, or incorrect — what do I do?
Please contact us within 48 hours 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 replacement or refund as appropriate.
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?
Unless a return is the result of our mistake or a defective product, customers are responsible for return shipping costs. 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.
