Returns Policy

RETURNS & EXCHANGE POLICY

Items purchased on line are exchangeable for alternative sizes or for any other reasons within 14 days of receipt of the product(s) so long as they are returned in an unused condition and in their original packaging including tags. If you have purchased a harness and it is returned without tags and not in it’s original condition you are not eligible to receive a refund or exchange for this type of product. When returning products, the product must be unmarked, clean, with no odor smell, if the product does not come back as described with either markings or odors we may ask that the product is dry cleaned as items can not be resold in this condition and you may not be eligible for a full refund. Please make sure that you return the product in the correct way, it is up to us the seller whether we will accept the product in the condition that is returned to exchange or refund. 

When returning products to I LOVE PUGS you MUST return them using recorded or special delivery or a way that is traceable so that you as the buyer and us as the seller are covered in the returns cycle.

For example if you return products to us and YOU DO NOT use a method where they are tracked and are lost in the post you are responsible for this problem that arises. You will then have to take up the issue with your chosen postage provider/courier, sending products back to us without tracking is at your own risk and we are not liable for any problems arising from this situation.

For any recorded or special delivery we send to you, from the point that a delivery attempt is made at your property the returns and exchange policy comes into effect from that date of an attempted delivery.

When exchanging a Puppia or Pinkaholic product the same delivery policy is applied to the exchange item, we aim to dispatch within 7 WORKING days but sometimes it can take 2-3 weeks.

All exchanges are added to our next delivery with our supplier.

If your address on your payment invoice is not the correct address, and it is other to where you want the order sent to please email us & let us know this ASAP, it is your responsibility to provide us with the correct postal address. If the correct address is not provided we are not responsible and will not provide a replacement for this issue occurring.

SIZING HELP

We may request a photo of your dog when an order is placed to check that the right size harness is ordered, as we deal daily with fittings of harness’s , coats & sweaters we are extremely experienced at advising a size for your dog, and that will be why we may request a full length up to date photo to advise, as all dogs are different shapes and sizes it is more than helpful if our request is answered. This is mainly when smaller sizes are ordered especially for puppies as they are often the hardest size to get right, although we go off Puppia’s own international size guide and measurements we like to think we can help that little bit more by requesting the photo.

If you have been requested to send a photo of your dog whom the order is for and do not cooperate and will not fulfill our request it is our right as a seller to not issue a refund or exchange. That is why we would appreciate customers to work along side us in regards to getting the best fit for your dog.

Helping us with the photo request also stops delays if items need to be exchanged which prolongs the delivery of the order & also saves you the consumer money so that there isn’t any postage to be paid if  a product needs to be returned for an exchange which would be charged to the buyer (all postage must be covered by the buyer if he/she would like an exchange).

When smaller sizes are ordered especially for puppies as they are often the hardest size to get right we ask for a photo, although we go off Puppia’s own international size guide and measurements we like to think we can help that little bit more by requesting the photo.

Helping us with the photo request also stops delays if items need to be exchanged which prolongs the delivery of the order & also saves the consumer money so that there isn’t any postage to be paid if they need to return and exchange which would be charged to the buyer(all postage must be covered by the buyer if he/she would like an exchange)

If we have requested for you to send a photo of your dog whom the order is for and do not cooperate we will not fulfill our request as it is our right as a seller to not issue a refund or exchange. That is why we would appreciate customers to work along side us in regards to getting the best fit for your dog first time using this method.

RETURNS, SIZING & ORDERS POLICY

PLEASE BE AWARE if you order an item and it is not the correct size and has to be exchanged we will only do ONE exchange per harness, coat, jacket or jumper – if a 2nd change due to incorrect sizes are required we will not allow a further return or refund. Anything after a first return will not be eligible for exchange as we give clear sizing guides and it is your responsibility to measure your dog correctly before ordering.

In regards to sizing fitting of harnesses, coats and sweaters we may request a full length photo of your pug or dog to clarify the size we send will be correct first time. Even if you have ordered before as often people do, different styles do not always fit the same way so we try to ensure we get your order correct size for your dog by checking this way.

If you refuse to send a photo of your animal for this reason of helping to get your size correct first time to avoid you the customer getting the wrong size, we may not give a refund or exchange if the item does not fit correctly. If you order the wrong size of a products and it needs exchanged we will do this but as stated above a 2nd time if incorrect size we will not refund at all or exchange.

As we are an online shop we can not send orders out to just be ‘tried on’ your dog(s) to see if they fit. This  is the reason why we ask people to send a recent photo of their dog and to also use the sizing charts provided which we always recommend the customer uses before placing an order with us. We therefore ask people to only order the size that they would think will fit opposed to several sizes as they can not be exchanged or be eligible for a refund.

ON RETURN OF PRODUCTS & ORDERS

In the event of a return you will be reimbursed the full amount of the products purchased minus the postage of your order.

Please be aware we will not issue any refunds or exchanges unless the item is returned to us in it’s entirety and in it’s original state. THE PRODUCT MUST BE BACK TO US, BY OR WITHIN THE 14 DAY RETURNS PERIOD STATED. You are responsible for all items until they arrive back with with us, via a proven delivery method preferably tracked.

Email us at hello@ilovepugs.co.uk for any returns information

INCORRECT PRODUCT DELIVERY

In the very unlikely event you are sent the wrong order by us we will refund the cost of postage for you to send back to us once we have full evidence of the cost of the delivery cost to you, this can be provided to us as a photo or scanned image. If you can’t provide evidence we will unfortunately not be able to refund this cost, if you have any questions in relation to this email us at hello@ilovepugs.co.uk or if you are in this situation please send postage evidence to the same email address.