🐾 Return Policy

At Puppy and Cups, every ceramic piece is lovingly handmade, and we truly hope you’re happy with your order. However, if something isn’t quite right, we’re here to help.

We offer a 14-day return policy, which means you have 14 calendar days from the date your order arrives to request a return.

To start a return, simply email us at service@puppyandcups.com with your order number, the product name, and the reason for your return.

Please note:
Unless the item arrived damaged, defective, or was sent in error, return shipping costs are the responsibility of the customer. Returned items must be unused, in their original condition, and with all packaging intact. For safe delivery, we recommend using a tracked courier service such as UPS, DHL, or FedEx.

🐶 Damaged or Incorrect Items

We carefully pack each item, but if something arrives broken, incorrect, or damaged, please reach out to us within 3 days of delivery at service@puppyandcups.com. Include your order number, full name, and a photo of the affected item(s). We’ll be happy to arrange a replacement or a refund.

Unfortunately, if we are not notified within 3 days, we will assume the order was received in good condition. Returns without prior notice of damage cannot be processed.

✂️ Order Cancellations

Because every piece is handcrafted and made to order, we begin preparing your items shortly after payment is received. If you need to cancel your order, please email us as soon as possible at service@puppyandcups.com with the subject “Cancellation”, and include your name and order number. We'll do our best to help if your order hasn't yet been processed.

💳 Refunds

Once we receive and inspect your return, we’ll let you know if the refund is approved. If approved, it will be issued to your original payment method. Please note that original shipping charges are non-refundable, and your bank may take a few days to process the refund.

🌍 Customs & Duties

Depending on your country, customs duties or VAT may apply. These charges are not included in your order total and are the responsibility of the recipient. Please check with your local customs office for details.

If you refuse delivery due to customs or duty fees, we will not be able to refund the original shipping cost. Delays due to customs clearance are unfortunately beyond our control.