Refund policy
Puppy's Aesthetics ("we" and "us") is the operator of (https://puppysaesthetics.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Returns — We do not offer returns or exchanges. We DO, however, give refunds.
3.1 Return Due To Change Of Mind We do not offer change of mind, but do give refunds for things such as damages. We will require an email with pictures of the item and your receipt/proof of purchase. Email is puppysaesthetics2022@gmail.com
3.2 Warranty Returns Puppy's Aesthetics will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Puppy's Aesthetics to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of: (a) refund to your payment method, (b) a refund in store credit, (c) a replacement item sent to you (if stock is available).
4. Delivery Terms
4.1 Transit Time Domestically In general, domestic shipments are in transit for 5–14 days.
4.2 Transit Time Internationally Generally, orders shipped internationally are in transit for 8–25 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time Orders are usually dispatched within 3 business days of payment of order. Our warehouse operates on Monday–Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address For change of delivery address requests, we are able to change the address at any time BEFORE the order has been dispatched.
4.5 P.O. Box Shipping Puppy's Aesthetics will NOT ship to P.O. box addresses at this time.
4.6 Military Address Shipping We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax Sales tax has already been applied to the price of the goods as displayed on the website.
7.2 Import Duties & Taxes Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Puppy's Aesthetics is not responsible for these charges if they are applied and are your responsibility as the customer.
8. Cancellations If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit We will process a refund as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit We will process a refund as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer Service For all customer service enquiries, please email puppysaesthetics2022@gmail.com
11. EU Customers — Right of Withdrawal Our products are made to order specifically for each customer. Under EU consumer law, the right of withdrawal may not apply to personalized or made-to-order goods. If you believe your order qualifies for withdrawal, please contact us within 14 days of receiving your order.
To submit a return or cancellation request, visit your account page: https://account.puppysaesthetics.com
If a return is accepted, you are responsible for the cost of return shipping. Items must be returned in their original condition.
For defective or damaged items, we will offer a refund or replacement regardless of the above. Please contact us within 90 days of receipt with photos of the damage.