Returns and refunds
Returns and refunds
If you are not satisfied with a product you ordered, you may return it for a full refund, including the shipping cost if the conditions for this are met.
All returned products must be unused and in their original packaging.
The cost of shipping for returned products to our warehouse is the responsibility of the customer (via GLS or BOX NOW for Croatia, or for EU and rest of the world countries that are not Croatia, with Postal service), except in cases of returning or exchanging defective products, in which case all costs are covered by Puppyssimo.
For returns of unused and unopened products to our warehouse, please contact us in advance at: puppyssimo@puppyssimo.com
Returns and exchanges must be agreed upon in advance.
If you request a refund, a copy of the invoice and the account number (IBAN) where the refund should be made must be included along with the returned product.
Refunds will be processed in accordance with the legal deadline of 14 days (Consumer Rights Directive), i.e., after we receive the product at our warehouse.
When returning a product, the customer is responsible for properly packaging the item(s) in a cardboard box to prevent damage during transport. If damage occurs because the customer did not adequately protect the product (e.g., returned items wrapped only in paper or a bag), the return or exchange will not be accepted.
Returns must be made without delay, and no later than 14 days from the day you communicated your unilateral withdrawal from the contract.
To meet the conditions for a return, the item must be in the same condition as when you received it: unused, unworn, with tags, and in the original packaging. Proof of purchase is also required.
In case of damage during delivery, incorrect items delivered, or a product received that is defective/damaged, please contact us by email at: puppyssimo@puppyssimo.com within two business days of receiving the shipment. All claims will be resolved as quickly as possible. In these cases, Puppyssimo covers all costs of product replacement.
Certain items cannot be returned, for example, products made to order or customized (e.g., personalized items).
The fastest way to ensure you get what you want is to submit a return request for the item you received and, once the request is approved, place a new order for the desired item, unless otherwise agreed with the Seller.
The customer has the right to unilaterally withdraw from a distance contract within 14 days of receiving the product, without giving any reason. To exercise this right, the customer must send the seller a written notice of withdrawal via email and return the product unused, undamaged, and in the original packaging.
The cost of returning the product is borne by the customer, except when the product is defective or an incorrect item was sent. After the seller receives the returned product and verifies its condition, a refund will be issued to the customer within 14 days.
Products made to the customer’s specifications or personalized (e.g., with a pet’s name) are not subject to the right of withdrawal, unless they are defective or damaged.
The unilateral withdrawal form can be found here.
We will notify you once we have reviewed the returned goods and inform you whether your return is approved. If approved, we will automatically refund the amount to the IBAN you provided within 10 business days.
Please note that it may take some time for your bank or card issuer to process the refund and for it to appear in your account.
If the refund is not visible after more than 15 days, please contact us at puppyssimo@puppyssimo.com so we can resolve any issues.