Refund policy
Last Updated: August 10, 2026
At PupClosetHub, we want every shopping experience to feel easy, cheerful, and worry-free. We understand that shopping online for pet clothing and accessories can occasionally mean that an item does not fit as expected, a product is not quite what you imagined, or circumstances simply change. Our Return & Refund Policy explains how returns, refunds, damaged products, incorrect items, exchanges, and related concerns are handled when you purchase through PupClosetHub.store.
Please read this policy carefully before completing your purchase. By placing an order through our website, you acknowledge that you have reviewed and understood the terms outlined below.
1. Our 30-Day Return Policy
PupClosetHub offers eligible customers a 30-day return period.
You may request a return within 30 days of receiving your order. The return period begins on the date the shipment is confirmed as delivered to the delivery address associated with your order.
To qualify for a standard return, the item should generally be in the same condition in which you received it. Products should be unworn, unused, clean, and returned with any original tags, accessories, packaging, or components that accompanied them.
Because many of our products are designed to be worn by pets, we ask customers to take reasonable care when trying an item on their pet. Please avoid prolonged use outdoors, exposure to dirt or water, washing, alterations, or other activities that may prevent the item from being returned in its original condition.
Proof of purchase may be required before a return can be approved.
2. Starting a Return
To request a return, please contact our customer support team at:
Email: support@PupClosetHub.store
When contacting us, please provide your order number, the email address associated with your purchase, the item you would like to return, and a brief explanation of your return request.
Providing clear information helps our team review your request efficiently.
Please do not send a return to our business address or any other location without first receiving return instructions from our customer support team.
If your return request is accepted, we will provide applicable instructions explaining the next steps and, where relevant, the appropriate return destination.
Items returned without authorization may experience delays or may not be eligible for processing.
3. Free Eligible Returns
PupClosetHub offers free returns for eligible approved returns within the 30-day return period, subject to the requirements and exclusions described in this policy.
Customers should always contact us before returning an item so we can confirm eligibility and provide the appropriate instructions.
The availability of a prepaid return method may depend on the customer's location and the circumstances of the return. Where a particular return method is provided, customers should follow the supplied instructions.
Additional costs resulting from using an unauthorized return method, premium shipping service, or alternative courier without our approval may not be reimbursed.
4. Return Condition Requirements
To remain eligible for a standard return, products should be returned in appropriate condition.
This generally means the item must be unworn beyond what is reasonably necessary to check appearance and fit, unused for extended periods, unwashed, unaltered, and free from damage caused after delivery.
Products should also be free from excessive pet hair, stains, odors, dirt, moisture, scratches, bite marks, chewing damage, or other signs of substantial use.
Original tags and packaging should be included whenever applicable.
We understand that pet apparel generally needs to be briefly tried on to determine whether the fit is appropriate. A careful indoor fitting will not automatically make an item ineligible for return. However, products that have clearly been worn for extended periods or used outdoors may not qualify as unused merchandise.
5. Pet Clothing and Sizing
Pet sizing can vary considerably depending on breed, body shape, coat thickness, weight, chest circumference, neck circumference, and back length.
For this reason, customers should carefully review the size information provided on each product page before ordering.
Whenever possible, measure your pet and compare those measurements with the specific size chart associated with the product rather than relying exclusively on breed, weight, or the size normally purchased from another brand.
A size marked "M" for one product may not have exactly the same measurements as an "M" for another product.
If an eligible item does not fit, please contact us within the 30-day return period so we can explain the available return options.
6. Damaged or Defective Items
We want your PupClosetHub order to arrive in appropriate condition.
Please inspect your products shortly after delivery. If you receive an item that appears damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible.
Email support@PupClosetHub.store with your order number and a description of the problem.
We may request photographs showing the product, packaging, shipping label, defect, or other relevant details. This information allows our team to understand the issue and determine an appropriate resolution.
Depending on the circumstances and product availability, an approved resolution may include a replacement, refund, or another reasonable remedy.
7. Incorrect Items
If we determine that you received a product different from the product ordered, please contact our customer support team.
Provide your order number and clear photographs of the item you received, including identifying labels or packaging where applicable.
Once the issue has been reviewed, we will provide appropriate instructions.
Customers should not be required to pay additional product charges to correct a verified fulfillment error caused by us.
8. Missing Items
If your package arrives but an item listed in your order appears to be missing, first check the shipment information associated with your order.
Orders containing multiple products may occasionally be shipped separately and arrive at different times.
If all shipments associated with the order appear to have been delivered and you still believe an item is missing, contact us at support@PupClosetHub.store.
Please include your order number and identify the missing item.
We will review the available order and shipping information before determining the appropriate next step.
9. Exchanges
We understand that pet apparel sizing can sometimes be difficult to predict.
Where exchanges are available, our customer support team can explain the applicable process. However, availability cannot always be guaranteed because inventory may change.
In some circumstances, the simplest way to obtain another size or style may be to return an eligible item and place a new order for the preferred product.
Please contact us before attempting an exchange so that we can advise you of the options available for your order.
10. Non-Returnable Items
Certain products may not qualify for return because of hygiene, safety, customization, condition, or other legitimate reasons.
Examples may include personalized or customized merchandise, gift cards where offered, items specifically identified as final sale, and products that have been materially used, damaged, washed, modified, or contaminated after delivery.
Products showing excessive pet hair, strong odors, stains, chewing, scratching, tearing, or similar signs of use may not qualify for a standard return.
This section does not limit rights or remedies that cannot legally be excluded under applicable consumer protection laws.
11. Hygiene Considerations
Pet products naturally require additional attention to hygiene.
Please carefully try apparel on your pet indoors before deciding whether to keep it.
If you believe you may return an item, do not allow your pet to wear it outdoors for extended periods, swim while wearing it, sleep in it repeatedly, or otherwise use it in a way that may leave substantial hair, dirt, odor, moisture, or wear.
These guidelines help us maintain appropriate product handling standards.
12. Refund Processing
After an eligible return is received and inspected, we will notify you regarding the status of your refund.
If the refund is approved, it will generally be issued to the original payment method used for the transaction unless another method is required by applicable law or expressly agreed upon.
Once PupClosetHub processes a refund, additional processing time may be required before the funds appear in your account.
The exact timing can depend on your bank, card issuer, payment provider, or other financial institution.
PupClosetHub does not control processing times imposed by third-party financial institutions.
13. Original Shipping Charges
PupClosetHub currently offers free standard worldwide shipping on eligible store orders.
Where no shipping fee was charged for standard delivery, there is naturally no original standard shipping charge to refund.
Optional premium, expedited, special handling, or other additional services, if offered and purchased, may be treated differently unless the refund results from an error attributable to us or applicable law requires otherwise.
14. Refunds for Promotional Orders
If an order was purchased using a discount code, promotion, bundle discount, or other offer, an approved refund will generally be based on the actual amount paid for the returned product rather than its original undiscounted retail price.
If a promotion depended on purchasing multiple products together, returning part of the qualifying purchase may affect how the refundable amount is calculated where permitted by law and clearly disclosed by the promotion.
15. Gifts
If a product was purchased as a gift, refund processing will generally follow the original transaction and payment method.
For privacy and payment-security reasons, we may be limited in the information we can disclose to someone who was not the original purchaser.
If you received an item as a gift and need assistance, contact our support team and provide any available order information.
16. Order Cancellations
If you need to cancel an order, contact us as quickly as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins. However, orders may enter processing shortly after being submitted, and cancellation cannot be guaranteed once fulfillment or shipment has started.
If an order can no longer be cancelled, you may request a return after delivery if the item qualifies under this policy.
17. Refused and Undeliverable Packages
Customers are responsible for providing complete and accurate delivery information during checkout.
If a shipment is returned because an incorrect or incomplete address was supplied, delivery was repeatedly unsuccessful, or the package was refused, please contact us.
We will review the circumstances and explain the available options.
Any refund or reshipment will depend on the circumstances, applicable costs, and consumer protection requirements.
18. Return Shipping Responsibility
For approved returns qualifying for our free return program, PupClosetHub will provide or arrange the applicable return procedure.
Customers must follow the instructions supplied by our customer support team.
If a customer independently sends merchandise through an unauthorized carrier, selects additional shipping services, or returns merchandise to an incorrect location, we may not be able to reimburse those costs.
Always contact us first.
19. International Returns
PupClosetHub serves customers internationally, and return procedures may vary by country or region.
Do not assume that a product must be returned to our Montréal contact address.
The correct return destination may depend on the product, fulfillment location, customer location, and other logistical factors.
Our customer support team will provide the appropriate instructions after reviewing your request.
20. Return Packages
When sending an approved return, package the product carefully to reduce the risk of damage during transit.
Where applicable, include the requested documentation or return identification.
Customers should retain any shipping receipt or tracking information associated with an approved return until the return has been completed.
We cannot guarantee successful processing of packages that cannot reasonably be linked to an order.
21. Lost Return Shipments
If we provide a specific prepaid return method, customers should use that method according to the instructions provided.
If you believe an approved return shipment has been lost, contact our support team with the relevant tracking information.
Returns independently shipped using an unauthorized method may be subject to the carrier's own claims procedure.
22. Fraudulent or Abusive Returns
PupClosetHub reserves the right, to the extent permitted by applicable law, to review or reject return requests involving suspected fraud, deliberate product damage, repeated abuse of our return program, falsified documentation, or other inappropriate conduct.
Our return program is intended to provide legitimate customers with a fair and convenient way to resolve genuine purchase concerns.
This provision will not be applied in a manner intended to eliminate statutory consumer rights.
23. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace consumer rights that cannot legally be waived.
Depending on where you live, applicable consumer protection legislation may provide additional rights regarding defective products, misrepresented merchandise, cancellations, refunds, or other matters.
Where mandatory consumer law provides protections greater than those described in this policy, those mandatory protections will apply.
24. Changes to This Policy
PupClosetHub may update this Return & Refund Policy from time to time to reflect operational changes, legal requirements, improvements to our services, or changes to our store practices.
When changes are made, the revised policy may be published on PupClosetHub.store with an updated revision date.
The policy applicable to a particular transaction may depend on the version in effect when the relevant purchase was made, subject to applicable law.
25. Need Help? We're Here for You
We want shopping for your furry companion to be enjoyable from the moment you discover an outfit to the moment your pet wears it.
If something does not go according to plan, our customer support team is available to help you understand your options.
For return, refund, sizing, damaged-item, incorrect-item, or order-related questions, please contact:
PupClosetHub
Address:
562 Boulevard Georges-Vanier
Montréal, QC H3J 2N8
Canada
Email: support@PupClosetHub.store
Phone: (226) 988-2263
Thank you for choosing PupClosetHub and allowing us to add a little more color, comfort, and playful personality to your pet's wardrobe.
Play more. Dress brighter. Wag happier.