Returns & Refunds Policy
Last Updated: June 2026
At Puplyo, we stand behind the quality of our products and want every customer to have a positive experience.
This Returns & Refunds Policy explains when refunds, replacements, and return requests may be approved.
1. 30-Day Satisfaction Guarantee
We offer a 30-Day Satisfaction Guarantee from the date your order is marked as delivered.
If your order arrives damaged, defective, or not functioning as intended, please contact our support team within 30 days of delivery and we will review your request for a replacement or refund.
2. Eligible Refund & Replacement Requests
You may be eligible for a replacement or refund if:
- The product arrived damaged during transit
- The product arrived defective
- The product is non-functional upon arrival
- You received the wrong item
To submit a request, you must provide:
- Your order number
- A description of the issue
- Clear photos and/or videos showing the problem
Failure to provide sufficient evidence may result in a delay or denial of the claim.
3. Non-Eligible Refund Requests
Refunds or returns will generally not be approved for:
- Change of mind
- Accidental purchases
- Incorrect product selection by the customer
- Normal wear and tear
- Cosmetic packaging damage that does not affect product functionality
- Misuse, abuse, modification, or improper handling of the product
- Failure to follow product instructions
4. Replacement Products
Where appropriate, Puplyo may choose to provide a replacement product instead of issuing a refund.
If a replacement is approved, a new item will be shipped at no additional cost to the customer.
5. Return Requirements
In most cases involving damaged, defective, or incorrect items, customers will not be required to return the product before a replacement or refund is issued.
However, Puplyo reserves the right to request additional information or require a return when necessary to investigate a claim.
If a return is required, instructions will be provided by our support team.
6. Refund Approval Process
Once a refund request has been reviewed and approved, we will notify you by email.
Approved refunds will be issued to the original payment method used for the purchase.
Please note that processing times may vary depending on your bank, card issuer, or payment provider.
7. Subscription Orders
Products purchased through a subscription program are subject to this Returns & Refunds Policy.
Canceling a subscription does not automatically qualify previously processed or shipped subscription orders for a refund.
8. Lost or Delayed Shipments
If your package appears lost in transit or experiences an unusual delay, please contact us as soon as possible.
We will work with the shipping carrier to investigate the issue and determine an appropriate resolution.
Puplyo is not responsible for delays caused by customs authorities, weather events, carrier disruptions, or circumstances outside our control.
9. Chargebacks
We encourage customers to contact our support team before initiating a chargeback with their payment provider.
Our team will make reasonable efforts to resolve issues quickly and fairly.
Fraudulent or abusive chargeback activity may result in the suspension of future purchases.
10. Contact Information
To submit a refund, replacement, or return request, please contact:
Puplyo Customer Support support@puplyo.com
Hera Horizon LLC 30 North Gould Street Suite 4000 Sheridan, Wyoming 82801 United States
Please include your order number and any relevant photos or videos when contacting support.