Refund Policy

Refund & Exchange Policy

At Pupiil, we strive for complete customer satisfaction. If you're not happy with your purchase, we offer refunds and exchanges under the following conditions.

Refund Policy

Eligibility

✅ Full Refund – Unused, unwashed items with original tags and packaging within 14 days of delivery.
✅ Partial Refund – Items without tags or with minor use may qualify for store credit.
❌ Non-Refundable – Final sale items (marked "non-refundable"), personalized/custom products, and opened beauty items.

How to Request a Refund

1. Contact service@pupiil.com within 14 days of delivery.

2. Provide your order number, product details, and reason for return.

3. Our team will approve the request and provide return instructions.

4. Once received and inspected, refunds will be processed within 7-14 business days to your original payment method.

Exchange Policy

Available Exchanges

We offer size/color exchanges for eligible items within 30 days of delivery.

How to Request an Exchange

1. Email service@pupiil.com with your order number and desired exchange details.

2. If the new item is of higher value, you’ll pay the difference. If lower, you’ll receive store credit.

3. Return the original item (unused, with tags) using our prepaid return label (if applicable).

4. Once received, we’ll ship your replacement within 3-5 business days.

Note: Exchanges are subject to product availability. If your desired item is out of stock, we’ll issue a refund or store credit.

Damaged or Defective Products

If you receive a damaged, defective, or incorrect item:

1. Contact us within 48 hours of delivery at service@pupiil.com with:

   • Order number

   • Photos/videos of the issue

2. We’ll provide a free return label and ship a replacement immediately (if available).

3. If a replacement isn’t possible, we’ll issue a full refund.

Tip: Inspect packages upon delivery and report issues promptly for faster resolution.

Important Notes

• Return shipping costs are customer’s responsibility, unless the return is due to our error.

• Refunds may take 1-2 billing cycles to appear on your statement, depending on your bank.

• Sale items are eligible for store credit only (unless defective).

For urgent assistance, contact us at service@pupiil.com or call +86 21 1234 5678.

Thank you for trusting Pupiil! We’re committed to making things right. ♻️✨