Return Policy
Return and Exchange Policy
At Polka Pup, we are committed to your complete satisfaction and understand that sometimes an item may not fit your furry friend as expected. Our return and exchange policy is designed to be as hassle-free and customer-friendly as possible.
Time Frame for Returns/Exchanges:
- You have 30 days from the date of your original purchase to return or exchange an item.
- The 30-day period is calculated from the date the item was delivered to you, as per the tracking information provided.
Condition of Returned Items:
- To be eligible for a return or exchange, all products must be in brand new, unused condition.
- The item must be free of any dog hair, stains, or signs of use. This is crucial for hygiene and resale purposes. Items not meeting these criteria will not be accepted for return or exchange.
Process for Returns/Exchanges:
- Contact Us: Before returning an item, you must contact our customer service team to obtain a return authorization and a return shipping label. This step is necessary to ensure your return is processed efficiently.
- Packaging: Securely package the item in its original packaging with all tags and accessories included.
- Shipping: Use the provided return shipping label to send the item back to us. Please note that the original shipping charges are non-refundable, and you may be responsible for return shipping costs.
- Refund/Exchange: Once we receive the item and confirm it meets our return conditions, we will process your refund or exchange as per your request. Refunds will be credited to your original form of payment.
Exceptions/Non-returnable items:
- Customized or personalized collars are not eligible for return or exchange unless they have a manufacturing defect.
- Items marked as final sale or clearance cannot be returned or exchanged.
Additional Information:
- We reserve the right to deny any return or exchange if the item does not meet our return policy criteria.
- Processing of refunds or exchanges may take up to 14 business days from the receipt of the item.
If you have any questions or concerns regarding our return and exchange policy, please feel free to contact our customer service team.