Refund policy

Returns & Refund Policy

We want you and your pet to love PupShield. If you're not completely happy, you're covered by our 90-Day Money-Back Guarantee.

90-day guarantee

You have 90 days from the date your order is delivered to request a return. If 90 days have passed since delivery, we unfortunately can't offer a refund or exchange.

This does not affect your statutory rights. In addition to our guarantee, UK and EU customers have the right to cancel their order within 14 days of receiving it, without giving a reason.

How to start a return

To start a return, email us at pupshield@use.startmail.com with your order number and the reason for your return. We'll reply with the return address and instructions. Items sent back to us without first requesting a return will not be accepted.

To be eligible, the item should be returned with all its parts and, where possible, in its original packaging.

Return shipping

If your item arrived damaged, faulty or incorrect, we'll cover the return shipping or send a replacement at no cost to you. For all other returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we can't be responsible for returns lost in transit.

Damaged, faulty or wrong items

Please inspect your order on arrival and contact us within 14 days if the item is damaged, faulty or not what you ordered. Send us your order number and a photo of the issue, and we'll make it right with a replacement or a full refund.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to process it.

If you haven't received your refund 15 business days after approval, please contact us at pupshield@use.startmail.com.

Exchanges

The fastest way to get a different item is to return the one you have and, once the return is accepted, place a new order.

Questions

For any questions about returns, contact us at pupshield@use.startmail.com.