Refund policy

1. Return period

The customer has the right to return the product without giving a reason within 30 calendar days from the day the shipment is received.

2. Refund method

We do not offer exchanges for a different model/color.
After the product is returned and verified, we refund the payment using the same payment method used for the purchase.

3. Conditions for accepting a return

For a return to be accepted, the product must:

  • be in an undamaged condition, with no signs of heavy use,

  • be clean and hygienic (free of pet waste, strong odors, or heavy soiling),

  • be complete (the puppy pad + any included inserts/labels/instructions/additional packaging),

  • be returned – if possible – in the original packaging,

  • include proof of purchase (e.g., order confirmation, invoice, receipt).

Products damaged due to the customer’s fault (e.g., tears, cuts, burns, damage from improper washing, heavy staining, or visible misuse) may not be accepted for return.

4. How to request a return?

Email us at: puddlestop.help@gmail.com with the subject line:
“Return – [order number]”.

In your message, include:

  • first and last name,

  • order number,

  • name/size of the product being returned.

Send the product to the following address:

[company name / first and last name]
[street and number]
[postal code, city]

(insert your real return address here)

Please pack the shipment securely for transport — we recommend placing the pad in a sealed bag and using protective packaging to keep it clean during shipping.

5. Return shipping costs

The cost of return shipping is covered by the customer, unless the return is due to our mistake or a product defect.

For an accepted return, we refund the amount paid for the product (and – in the case of withdrawing from the entire order – the cheapest delivery option we offered at the time of purchase).

6. Refunds

After receiving and inspecting the shipment:

  • we will inform you by email whether your return is approved or rejected,

  • if approved, we will issue the refund within 30 days from the moment of positive verification,

  • the funds will be returned to the same account/payment method used for the purchase.

7. Complaints (damaged or defective product)

If you receive a damaged product or one with a manufacturing defect:

  1. Take clear photos of the issue (the pad + packaging).

  2. Contact us at puddlestop.help@gmail.com , attaching the photos and your order number.

After verification, we will propose a solution:

  • a full refund, or

  • shipping a new unit (in this case, we cover the shipping costs).