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Refund policy

Every pup should arrive happy. Here is exactly how returns, replacements and refunds work.

RETURN WINDOW

Pupcharm accepts returns of calendars purchased on our website within 30 days of delivery, subject to the conditions below. Calendars cannot be returned more than 30 days after delivery.

PLEASE READ BEFORE DOOR 1

Once a door has been opened, the calendar cannot be resold as new, so an opened calendar is not eligible for a change-of-mind return.

If something is wrong on our side, that is a different story - see "If something isn't right" below. You will never need to return a damaged calendar at your own cost.

RETURN CONDITIONS

To be accepted, a change-of-mind return must meet all of the following:

  • all 24 doors are still closed and no charm has been taken out;
  • the box has not been torn, written on or damaged;
  • you can provide your order number or the order confirmation e-mail.

Any sign of use or damage will invalidate the return.

HOW TO START A RETURN

E-mail pupcharm.customer@outlook.com with your order number and the reason for the return. We will reply with instructions. Please do not send anything back before you have received those instructions - unannounced returns cannot be processed.

Once a return is approved, please send the calendar back within 14 days.

RETURN SHIPPING

For change-of-mind returns you are responsible for the cost of return shipping and for packaging the calendar securely. Please use a sturdy outer box and a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.

CHANGES AND CANCELLATIONS

You can change the address or cancel your order for a full refund within 12 hours of placing it. E-mail pupcharm.customer@outlook.com with your order number. After 12 hours your order is in processing; you can still return it unopened as described above.

IF SOMETHING ISN'T RIGHT

We will ship a new calendar at no cost to you if:

  • the box arrives crushed or torn, or charms arrive broken;
  • charms are missing from the box when it arrives;
  • you received the wrong item or the wrong style.

E-mail pupcharm.customer@outlook.com within 14 days of delivery with your order number and a photo showing the problem. You do not need to send anything back. If we are unable to send a replacement, we will refund the full price of the calendar to your original payment method instead.

Please check your calendar when it arrives. We use the carrier's delivery timestamp when reviewing claims, and claims raised more than 14 days after delivery may not be possible to honour.

AN EMPTY DOOR IN DECEMBER

Found an empty door or a broken charm while counting down? E-mail pupcharm.customer@outlook.com by December 31 with your order number and a photo of the open door. We will refund $5 for each door affected, up to the price you paid for the calendar. You do not need to send anything back.

WHAT IS NOT A DEFECT

  • The charms are flat. They are 2D acrylic charms, about 1.2 in (3 cm) tall, printed in full colour - not 3D sculpted figures.
  • Your own dog's breed is not in the set. Each calendar holds 24 different dogs, and not every breed is included.
  • Small differences between the colours on your screen and the printed colours.
  • A calendar delivered after December 1 when the order was placed after our recommended ordering date (see our Shipping Policy).
  • Wear or damage after delivery, such as bent doors, scratched charms, broken cords or charms chewed by a pet.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of approval.

Shipping costs and Shipping Protection are not refunded on change-of-mind returns.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at pupcharm.customer@outlook.com and we will look into it.

GIFTS

If the calendar was a gift, the person who received it can start a return or report a problem by following the same steps above, using the order number from the buyer. Refunds go back to the original payment method.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at pupcharm.customer@outlook.com - we read everything.