Refund policy

PUPCOM LIMITED – REFUND & DELIVERY POLICY
DEFINITIONS
Goods: The items offered for sale on the Website, including handmade wool and cashmere pet apparel.

We/Us/Our: PUPCOM Limited, Registered Office: 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF.

You/Your: The buyer of the Goods.

DELIVERY
Dispatch: We endeavour to dispatch orders within a reasonable timeframe. Delivery times are estimates only.

Shipping Costs: The cost of delivery will be added to your order total before payment is taken.

Title of Goods: Ownership of the goods passes to you only upon payment in full of the price of the goods.

INTERNATIONAL ORDERS: DUTIES AND TAXES
Recipient Responsibility: For all orders shipped outside of the United Kingdom, any import duties, foreign taxes, and customs clearance charges are solely the responsibility of the recipient.

Payment of Charges: These charges will be billed to you by the courier company or local postal authority. You must comply with all applicable laws and regulations of the destination country.

Non-Refundable Duties: We are unable to recover foreign duties or taxes; therefore, these charges are non-refundable under any circumstances.

CANCELLATION AND RETURNS (UK CUSTOMERS ONLY)
Statutory Right: Customers within the United Kingdom may cancel an order up to fourteen days from the day on which the Goods are received.

Condition of Returns: We cannot accept returned Goods that are not in a re-saleable condition, have been used, or are missing original tags and packaging.

Exclusions: Orders made to your specific specifications (custom orders) are non-cancellable and non-refundable.

INTERNATIONAL RETURNS & EXCHANGES POLICY
Final Sale: Due to the high cost of international shipping and the requirement for PUPCOM Limited to pay UK import duties on returned items, we do not accept returns or exchanges for any orders delivered outside of the United Kingdom.

Exception for Faulty Goods: The only exception to this policy is if the Goods were faulty or damaged upon receipt.

Faulty Goods Procedure: You must inspect the goods immediately upon delivery and notify us of any defects within ten working days. If goods are proven faulty, we will provide a replacement or a full refund.

RETURN ADDRESS
Items authorized for return must be sent to our designated logistics partner:

Super Smart Service
358 Brooms Rd, Stone, Staffordshire
United Kingdom

Last Updated: March 30, 2026