शुल्क वापसी की नीति

Last updated: January 25, 2026

1. Overview

At PupFest, all products are made to order and customized specifically for each customer. Due to the personalized nature of our products, returns are limited and handled in accordance with this policy.

This Return & Refund Policy applies to all purchases made through our website and should be read in conjunction with our Terms and Conditions and Shipping Policy.

2. Custom and Print-on-Demand Products

All PupFest products are produced on a print-on-demand basis, meaning each item is created individually after an order is placed.

As a result:

We do not accept returns or exchanges for change of mind, incorrect size selection, or buyer preference.
We do not maintain a return address, and returned items cannot be restocked or resold.
Orders that are returned without authorization may be disposed of and will not be eligible for refund.

This limitation is permitted under applicable consumer laws for customized and personalized goods.

3. Quality Guarantee

We stand behind the quality of our products. If you receive an item that is defective, damaged, or materially different from what was ordered, you may be eligible for a replacement or refund under our quality guarantee.

Eligible issues include:

Manufacturing defects
Physical damage incurred during production or transit
Incorrect item type, size, or quantity delivered
Clear quality issues that render the product unusable or materially flawed

To qualify, issues must not be caused by customer-provided content, including but not limited to:

Design files
Images
Text
Color choices or layout selections approved at checkout

4. Reporting a Problem

If there is an issue with your order, you must contact us within 30 days of receiving the item.

Please email support@pupfest.store and include:

Your order number
A clear description of the issue
Photographic evidence showing the problem (including packaging if damaged)

Failure to provide sufficient information may delay or invalidate the claim.

5. Resolution Process

Once your claim is reviewed and validated:

Replacement:
If feasible, we will issue a complimentary replacement order at no additional cost.
Refund:
If a replacement is not feasible or time-sensitive circumstances apply, a refund may be issued at our discretion.

The method of resolution is determined based on the nature of the issue, production feasibility, and logistical constraints.

6. Color Consistency Disclaimer

We use professional printing processes and standardized workflows to ensure consistent results. However, printing involves chemical and mechanical processes, and exact color matching cannot be guaranteed.

Minor color variations may occur due to factors including:

Machine calibration
Paper or fabric type
Environmental conditions (e.g., humidity)
Production timing and maintenance cycles

Such variations fall within acceptable industry tolerances and are not considered defects.

7. Lost Orders

If an order is lost in transit, you must contact us within 30 days from the estimated delivery date.

Once confirmed as lost:

A replacement order will be issued at no additional cost, or
A refund may be provided if replacement is not feasible

Carrier delays or tracking inactivity alone do not automatically qualify as lost shipments until verified.

8. Returned to Sender / Undeliverable Orders

Orders returned to the sender may occur due to:

Incorrect or incomplete shipping address
Rejection by the recipient
Failure to collect the shipment from the carrier
Customs refusal or non-payment of import charges

Because products are custom-made:

Returned items are not reshipped and may be disposed of.
If you wish to receive the order again, a new order must be placed.
In eligible cases, the product price for the replacement order may be refunded, but shipping costs are non-refundable.

Claims must be made within 30 days of the estimated delivery date.

9. Incorrect Address Responsibility

Customers are solely responsible for providing accurate and complete shipping information.

Orders returned due to incorrect addresses are not eligible for free replacement or refund. Any re-shipment requires a new order and payment of applicable shipping costs.

10. EU Consumer Notice

Under EU consumer law, the statutory right of withdrawal does not apply to goods that are:

Made to the consumer’s specifications, or
Clearly personalized

All PupFest products fall under this exemption. This does not affect your rights in cases of defective or non-conforming goods, which are handled under this policy.

11. Chargebacks and Abuse

Initiating a chargeback without contacting customer support first may result in the suspension of future purchasing privileges.

We reserve the right to refuse service in cases of repeated abuse of the return or replacement process.

12. Policy Modifications

PupFest reserves the right to update or modify this Return & Refund Policy at any time. Changes take effect upon publication and do not apply retroactively unless required by law.