Refund policy
We want you and your pup to be happy with every order. If something is not right, we will do our best to make it right — quickly and without hassle.
30-day return window
You have 30 days from the date your order is delivered to request a return or refund. After 30 days, we are unable to offer a refund or exchange.
To be eligible, items must be unused, in the same condition you received them, and in their original packaging.
How to start a return or report an issue
We do not have a public return warehouse. All returns and resolutions are handled directly through our support team. Here is how it works:
- Email us at contact@pupbrite.com with your order number and a brief description of the issue.
- For damaged, defective, or wrong items, please include clear photos of the item and packaging.
- Our team will review your request and respond within 1–2 business days with a resolution.
Note: Do not send items back without contacting us first. Any return sent without prior approval will not be accepted and we cannot be responsible for items returned without authorization.
Damaged, defective, or wrong items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us at contact@pupbrite.com right away with photos. We will reship, replace, or fully refund your order at no cost to you — no return required in most cases.
Refunds
Once your return or issue is approved, you will receive a full refund to your original payment method. Refunds typically process within 5–10 business days depending on your bank or card provider. If 15 business days have passed since your refund was approved and you have not seen it, please contact us at contact@pupbrite.com.
Exchanges
We do not offer direct exchanges at this time. The fastest way to get a different item is to contact us about your return, and once it is approved, place a new order separately.
Non-returnable items
The following items are not eligible for return:
- Items that have been used or are not in original condition
- Items without original packaging
- Perishable goods (food, treats, or similar consumables)
- Personal care or hygiene products once opened
- Sale items and gift cards
- Custom or personalized orders
Not sure if your item qualifies? Email us and we will let you know before you go through the trouble.
European Union customers
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification. Items must be unused, in original condition, and in original packaging. Proof of purchase is required.
Questions?
Our support team is happy to help. Reach us anytime at contact@pupbrite.com and we will get back to you within 1–2 business days.