Refund policy

REFUND AND RETURNS POLICY

Last updated: 21 August 2026

This policy explains how returns and refunds work at Pupxie Merch.

You have three separate sets of rights and they do not cancel each other out. Whichever is most useful to you is the one that applies. If you are ever unsure which one covers your situation, just email shop@pupxie.pet and we will sort it out.

1. IF YOU CHANGE YOUR MIND - YOUR LEGAL RIGHT TO CANCEL

If you are a consumer in the UK or the EU, you have a legal right to cancel your order within 14 days of the day you, or someone you have nominated, receive the goods. You do not need to give a reason and you do not need anything to be wrong with the item.

To cancel, email shop@pupxie.pet with your order number and tell us you are cancelling. You can use the cancellation form at the end of this policy if you prefer, but you do not have to.

After you tell us, you must send the goods back to us within 14 days. You are responsible for the cost of return postage. We recommend using a tracked service and keeping your proof of postage, because the goods are your responsibility until they reach us.

You are allowed to handle the goods as you would in a shop. If you handle them more than that and their value is reduced as a result, we may deduct that reduction from your refund.

We will refund the price you paid for the goods, plus the standard delivery charge you originally paid. If you chose a faster or upgraded delivery option, we refund the standard rate rather than the upgrade.

We will issue your refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever happens first.

2. OUR 30-DAY RETURNS WINDOW

Separately from your legal rights, we accept returns for any reason for 30 days from the day your order arrives. This is our own policy and it is more generous than the law requires.

To qualify, the item must be unused, in its original packaging, and in a condition we can reasonably resell.

Email shop@pupxie.pet before sending anything back. Returns that arrive without us knowing they are coming cannot be matched to an order and cannot be processed. You are responsible for return postage on these returns.

3. IF YOUR ITEM IS FAULTY, DAMAGED OR WRONG

Please check your order when it arrives. If anything is faulty, damaged in transit, or not what you ordered, email shop@pupxie.pet with your order number and a photo of the problem.

If you tell us within 30 days of receiving the item, you have the right to reject it and receive a full refund.

After 30 days, we will repair or replace the item. If we cannot do either, you are entitled to a refund.

We pay return postage on anything faulty, damaged or incorrect. You will never be out of pocket because of our mistake or because of damage in transit.

These rights are in addition to, and separate from, the 14-day cancellation right in section 1 and our 30-day window in section 2.

ITEMS WE CANNOT ACCEPT BACK

- Gift cards.
- Items made genuinely bespoke to your individual specification, for example an item personalised with your name or handle at your request.

To be clear: choosing "Signed" or "Signed + Kissed" at checkout does not make an item bespoke and does not affect your right to cancel. Those options are returnable like anything else.

We do not exclude discounted or sale items from returns. They carry exactly the same rights as full-price items.

WHERE TO SEND RETURNS

Email shop@pupxie.pet first so we can log your return and confirm the details. Then send it to:

Pupxie, Unit 170844, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom

Please use this address for all parcels and returned goods. Do not send parcels to our correspondence PO Box, as they cannot be accepted there.

EXCHANGES

The quickest way to get a different item or variant is to return the one you have and place a new order for the one you want. That way you are not waiting for the return to arrive before the replacement is dispatched.

LOST OR UNDELIVERED ORDERS

Your order is our responsibility until it physically reaches you. If it does not arrive, that is our problem to solve, not yours.

If your order has not arrived within 10 working days of dispatch, email shop@pupxie.pet. We will investigate with the carrier and either send a replacement or refund you in full. You do not need to chase the carrier yourself.

If a parcel is returned to us as undelivered because it was refused, or because an incorrect address was supplied, we will contact you to arrange redelivery. We may ask you to cover the cost of sending it again.

HOW REFUNDS ARE PAID

Refunds go back to your original payment method. Once we process a refund your bank or card provider may take a few working days to show it, and that part is outside our control.

If more than 14 days have passed since we told you your refund was approved and you still cannot see it, email shop@pupxie.pet and we will chase it.

IF SOMETHING GOES WRONG

If you are unhappy with how we have handled a return or refund, email shop@pupxie.pet with your order number. We aim to acknowledge every complaint within 2 working days and resolve it within 14 days. If we cannot resolve it in that time we will tell you why and when to expect an answer.

If you are a UK consumer, free advice about your rights is available from Citizens Advice.

CANCELLATION FORM

You do not have to use this form, but you can if you would like to. Email it to shop@pupxie.pet.

To: Pupxie Merch, shop@pupxie.pet

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Item(s):
Ordered on / received on:
Your name:
Your address:
Date:

CONTACT

Pupxie Merch
Email: shop@pupxie.pet
Telephone: +44 1202 080025

Correspondence address (letters and general mail):
Pupxie, Unit 170844, PO Box 7169, Poole, BH15 9EL, United Kingdom

Returns address (all parcels and returned goods):
Pupxie, Unit 170844, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom