Refund & Return Policy

Last updated: October 20, 2026

At PuppyComfy, we want you to be satisfied with your purchase. If your order arrives damaged, has missing parts, does not work as expected, or you simply change your mind, please contact us so we can help find an appropriate solution.

This policy explains our return, replacement, and refund procedures. It applies subject to applicable consumer protection laws.

1. Return Window

You may request a return within 30 days of the delivery date shown in the carrier's tracking records.

To be eligible for a standard return, the item should generally be unused, in its original condition, and returned with its original packaging and included accessories.

If your item arrives damaged, defective, incorrect, or missing parts, please contact us even if you are unsure whether it meets the standard return conditions. We will review the situation and determine an appropriate solution.

Requests submitted after the 30-day return window may not be eligible for a standard return. However, this does not limit any rights you may have under applicable law.

2. Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or with missing parts, please contact us at puppycomfy@outlook.com.

To help us resolve the issue as quickly as possible, please include:

• Your order number.

• A description of the problem.

• Clear photos or videos showing the damage, defect, incorrect item, or missing parts, where reasonably available.

After reviewing the information, we may offer one or more of the following solutions, depending on the nature and severity of the issue:

• Replacement parts or missing components.

• A replacement item.

• A partial refund, where appropriate and agreed upon.

• A full refund, with or without a return, where appropriate.

• Another reasonable solution agreed upon with you.

We will consider the specific circumstances of each case. We will not require you to accept replacement parts as the only solution when a different remedy is appropriate or required by applicable law.

If a return is necessary because an item arrived damaged, defective, incorrect, or incomplete, we will provide instructions for the return and cover reasonable return shipping costs where we are responsible for the issue or applicable law requires it.

Please do not discard or dispose of a damaged or defective item before contacting us, unless it presents a safety risk. If the item is unsafe, stop using it immediately and let us know.

3. Items That Require Assembly

Some products may require assembly before use. Assembly requirements and instructions should be provided on the relevant product page or in the product packaging, as applicable.

If a product requires assembly but this information was not clearly disclosed on the product page, we apologize for any confusion or inconvenience.

Please contact us before returning the item. Where appropriate, we may provide assembly instructions, guidance, or other assistance to help you complete the setup.

If you are unable or unwilling to assemble the item, please let us know. We will review the circumstances and discuss an appropriate solution with you, which may include a return, replacement, or refund, subject to the item's condition and applicable law.

If the item is damaged, defective, missing necessary components, or cannot be assembled due to a product-related issue, please refer to Section 2.

4. Returns Due to a Change of Mind

If you change your mind, ordered the wrong item, or no longer want the product, you may request a return within the 30-day return window, provided the item meets the applicable return conditions.

For change-of-mind returns:

• The item should generally be unused and in its original condition.

• Original packaging, accessories, and included components should be returned where reasonably possible.

• You are responsible for return shipping costs, unless otherwise required by applicable law or agreed upon by us in writing.

• Original shipping charges, if any, may not be refundable unless required by applicable law or otherwise stated by us.

Please contact us before sending any item back. Unauthorized returns may cause processing delays.

Items that have been assembled, used, or altered may not qualify for a standard change-of-mind return. However, this restriction does not apply where a return or other remedy is required by applicable law or where the issue results from a product defect, damage, or inaccurate product information.

5. How to Request a Return

To start a return or report an order issue, email us at:

Email: puppycomfy@outlook.com

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM EST

Please include your order number, the reason for your request, and any relevant photos or videos.

Our team will review your request and provide the next steps, including return instructions if a return is necessary.

Please do not send products to the return address shown on your shipping label or to any other address without first receiving return instructions from us.

We aim to respond to customer inquiries within 1–2 business days.

6. Return Shipping Costs

Return shipping costs depend on the reason for the return:

• Damaged, defective, incorrect, or incomplete items: We will cover reasonable return shipping costs where we are responsible for the issue or applicable law requires it.

• Change-of-mind returns: You are generally responsible for return shipping costs, unless otherwise required by applicable law or agreed upon by us in writing.

If a return is approved, we will explain the applicable return arrangements before you ship the item.

Original shipping charges and any other charges will be handled in accordance with applicable law and the circumstances of the order.

7. Refund Processing

Once an approved return is received and inspected, if an inspection is necessary, we will notify you of the outcome.

If your refund is approved, it will generally be issued to your original payment method.

We aim to process approved refunds within 5–10 business days after the returned item is received and any necessary inspection is completed, or after the refund is otherwise approved for an eligible case that does not require a return.

Please note that your bank, card issuer, or payment provider may require additional time to post the refund. The time it takes for the funds to appear in your account is outside our direct control.

If you have not received your refund after the expected processing period, please contact us at puppycomfy@outlook.com.

8. Replacements and Replacement Parts

If your item arrives with missing parts, minor damage, or a problem that can reasonably be resolved without returning the entire product, we may offer replacement parts or components.

If the problem cannot reasonably be resolved with replacement parts, we may offer a replacement item, refund, or another appropriate remedy.

We will discuss the available options with you based on the specific issue. Any replacement or refund arrangement will be subject to applicable consumer protection laws.

9. Items That May Not Be Eligible for Standard Returns

The following items may not qualify for a standard change-of-mind return, unless otherwise required by applicable law:

• Items that have been used, damaged, or altered after delivery for reasons unrelated to an existing defect or shipping damage.

• Items returned without required components or accessories, where their absence is attributable to the customer.

• Personalized or custom-made items, where applicable.

• Items specifically identified as non-returnable before purchase, where such restrictions are permitted by law.

These exclusions do not limit any rights you may have regarding defective, damaged, incorrect, or misrepresented products.

Nothing in this policy excludes or restricts any non-waivable rights or remedies available to consumers under applicable law.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at puppycomfy@outlook.com.

We will try to accommodate cancellation requests before an order is processed or shipped. However, cancellation may not be possible once fulfillment or shipment has begun.

If an order cannot be canceled and you no longer want the item, you may request a return in accordance with this policy and applicable law.

11. Contact Us

If you have questions about returns, replacements, or refunds, please contact us:

Store: PuppyComfy

Email: puppycomfy@outlook.com

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM EST

We will review your request and work with you to find a fair and reasonable solution.

Thank you for shopping with PuppyComfy.