Refund Policy

EXCHANGES / REFUNDS / REPLACEMENTS

 

If the order has been shipped, rest assured you can make a return in order to receive a refund, subject to the rules below.

Our refund policy lasts 14 days :

If 14 days have passed since your purchase was delivered, we cannot offer you a refund or exchange.

To be eligible for a return, your items must be unused and in the original packaging. The package delivery label must also be present and intact.

For obvious hygiene reasons, we cannot accept returns once the device has been used.

Other items that cannot be returned :
* Gift cards
* Ebooks

To return a product, you must present a receipt or proof of purchase.

*** In order to initiate the exchange or refund procedure, please contact us at contact@merrypuppy.com with your order number, along with the reason for the return and photos of the item received. ***

If you are within the 14 days return period, we offer you 3 options :

1. Exchange your item for a different size/color.

Exchanges are only available for the size and/or color of the same style. Exchanging a different product is strictly not allowed. We recommend that you return your original item for a refund and then place a new order for the product you want.

2. Refund details and vouchers.

By default, the repayment method is a voucher.

If you wish to receive a refund on the method of payment used for your purchase, you must notify us on the return form and a 15% inspection, storage and processing fee will apply. Orders that are exchanged or items that are returned/exchanged due to manufacturer's defect do not incur these restocking fees. The fee will be applied to the original order and the balance will be refunded.

Only the final price paid (after any reduction) will be refunded.

Discount codes or vouchers cannot be reissued and are not refundable.

3. Replacement of an incorrect or faulty item.

We are so sorry ! Please email us at contact@merrypuppy.com with the following details:

  • Your order number
  • Description of the problem (e.g. wrong / defective article)
  • A photo or a video


Refunds (if applicable) :

Once we have received return item and inspected the package to ensure it is sealed, we will send you an email to confirm that we have received it. Afterwards, a decision will be made for the refund or exchange of the item.

We will also inform you of our decision to approve or reject your refund request.
If your request is approved, then your refund will be processed and credit will automatically be applied to your original credit card or payment method within one week.

 

How long does it take to get a refund?

Generally, refunds can take up to two weeks to process. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.

 

How do I return an item?

  • Each return request must be accompanied by a return form.
  • Please fill out this form as accurately as possible and send your item along with the form to the return address we will provide you by email.
  • If you have any questions or concerns, please email us at contact@merrypuppy.com.

 

Late or Missing Refunds :

  • Check your bank account
  • Contact your bank
  • Processing time usually takes 3 to 5 business days.

If you have done all of this and still have not received your refund, please contact us at contact@merrypuppy.com.

 

Shipping :

To return a product, you must contact us by email at : contact@merrypuppy.com and we will communicate the procedure as well as the address of our warehouse in capacity to receive the returned packages.

Shipping costs are non-refundable. If you receive a refund, the return cost will be deducted from it. You are responsible for paying your own shipping costs to return your item.

We do not guarantee that we will receive the item you return to us.

If you want an exchange: Depending on your country of origin, your exchanged item may take 2 to 7 weeks to arrive.

 *** Disclaimer ***

The returned items are under your responsibility until they reach us.
If you are shipping an item with a value of more than 50£, we strongly suggest that you consider using a delivery service that allows you to track the package with a tracking number or purchase delivery insurance.