Politique de remboursement

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pupmochistore@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pupmochistore@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pupmochistore@gmail.com.

30-Day Easy Returns

We want you and your pet to love your PupMochi order. If something isn't right, you have 30 days from the day your order is delivered to request a return, exchange or refund.

How to start a return
Email us at pupmochistore@gmail.com with your order number and the reason for the return. Please don't send anything back before contacting us — we'll reply within 24–48 hours with the return instructions. Items sent back without first requesting a return can't be accepted.

Conditions
- Items must be unused, unwashed, free of pet hair and odors, and in their original packaging.
- Please include your order number in the package.

Wrong size?
Sizes run small on some costumes, so please check the size chart on each product page before ordering. If the size doesn't fit, contact us within 30 days and we'll help you exchange it for another size (subject to availability).

Damaged, defective or wrong item?
Send us a photo within 30 days of delivery and we'll send a free replacement or give you a full refund — no need to send the item back.

Refunds
Once your return is received and inspected, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days (your bank may take a few extra days to show it).
For returns that are not due to our error (for example, change of mind), the return shipping cost is paid by the customer and original shipping costs are not refundable.

Protection Plan
If you added a 1-Year Protection Plan, it covers defects and damage for 12 months from delivery. To make a claim, email us your order number and a photo of the problem, and we'll send a replacement. The Protection Plan can be refunded within 30 days of delivery if no claim has been made.

Cancellations
You can cancel your order free of charge before it ships. Just email us as soon as possible at pupmochistore@gmail.com.

Questions? We're happy to help: pupmochistore@gmail.com