PuppyHub Refund & Return Policy

Effective Date: January 1, 2025

At PuppyHub, we are committed to providing healthy, well-socialized puppies to loving homes. We understand that bringing a new puppy into your family is a significant decision, and we strive to make this process as smooth and transparent as possible. While we take every measure to ensure you receive a happy and healthy puppy, we recognize that unforeseen circumstances may arise. This policy outlines our guidelines on refunds, returns, exchanges, and related matters.

1. General Refund & Return Policy

Since puppies are live animals, we do not offer refunds or returns once a puppy has been purchased and taken home, except under specific conditions outlined in this policy. This ensures the well-being and safety of our puppies and protects them from unnecessary stress and relocation.

Non-Refundable Situations:
• Change of Mind: Once a purchase is made, we cannot accept returns simply because the buyer has changed their mind.
• Allergies or Compatibility Issues: It is the buyer’s responsibility to ensure no one in the household is allergic to dogs before making a purchase.
• Lack of Time or Commitment: Owning a puppy requires patience and care. Please consider this before making a decision.
• Moving or Lifestyle Changes: We do not accept returns due to relocation, financial difficulties, or changes in personal circumstances.

Refund-Eligible Situations:

We may consider a partial or full refund under the following conditions:
1. Severe Health Issues (Verified by a Licensed Veterinarian):
• If the puppy is diagnosed with a life-threatening genetic disorder within 7 days of purchase, you must provide a written statement from a licensed veterinarian.
• We will review the case and, if verified, offer a replacement puppy or a partial/full refund.
• Any refund request must be submitted within 7 days of purchase.
2. Puppy Passed Away Due to a Pre-Existing Condition:
• If the puppy unfortunately passes away due to a verified congenital disease within the first 30 days, a refund or replacement puppy may be offered.
• A necropsy report from a licensed veterinarian will be required.

2. Health Guarantee & Veterinary Examination

We provide a 365 days health guarantee for all our puppies. This guarantee covers congenital and hereditary diseases but does not cover:
• Common illnesses such as colds, worms, ear infections, or minor parasites.
• Injuries sustained after purchase (e.g., accidents, ingestion of toxic substances).
• Issues caused by improper care, lack of vaccinations, or neglect.

Mandatory Vet Check:
• Buyers must take their puppy for a veterinary examination within 7 days of receiving the puppy.
• Failure to do so will void any health-related refund requests.

3. Puppy Return Policy

Returning a Puppy to PuppyHub:
If, under exceptional circumstances, you are unable to care for your puppy, we may accept the return under the following conditions:
• The puppy is returned within 14 days of purchase.
• The puppy is in good health and has received proper care.
• A rehoming fee may apply to cover expenses.

Important Notes:
• We do not guarantee a refund for voluntary returns.
• Returning a puppy does not mean we will resell or rehome the puppy immediately. We will evaluate and find the best solution for the puppy’s welfare.

4. Exchange Policy

In some cases, we may offer a puppy exchange if:
• The original puppy has a verified genetic disorder.
• The buyer meets the return conditions outlined above.
• A suitable replacement puppy is available.

Exchanges are NOT allowed for:
• Personal preferences (e.g., wanting a different color or gender).
• Behavioral issues (as training is the owner’s responsibility).

5. Cancellation Policy

If you place an order for a puppy but later decide to cancel before the puppy is delivered or picked up, the following cancellation fees apply:
• Within 24 hours of purchase: Full refund minus a processing fee.
• After 24 hours but before pickup/delivery: 50% refund.
• After pickup/delivery: No refund.

6.Shipping & Delivery Issues

We offer safe and responsible puppy transportation, and we work with trusted pet couriers. However, we are not responsible for issues that occur after the puppy leaves our care.

If your puppy arrives sick or injured:
• Document the condition immediately (take photos/videos).
• Contact us within 24 hours to report the issue.
• A vet examination must be done within 48 hours, and a report must be provided.

We will assess each case individually and determine whether a refund, exchange, or veterinary compensation is appropriate.

7. Responsibility of the Buyer

By purchasing a puppy from PuppyHub, you agree to:
1. Provide Proper Veterinary Care: Regular check-ups, vaccinations, and emergency care.
2. Ensure a Safe Environment: Proper shelter, food, and socialization.
3. Train and Socialize Your Puppy: Behavioral issues are not covered under our refund policy.
4. Abide by Local Laws: Ensure you comply with pet ownership laws in your region.

If we determine that a puppy has been neglected or mistreated, we reserve the right to refuse any refund or exchange.

8. Breeder’s Rights & Disclaimer

PuppyHub and its breeders:
• Reserve the right to refuse sale to anyone who we feel is not fit to own a puppy.
• Are not responsible for any injuries, accidents, or property damage caused by the puppy once it leaves our care.
• Do not guarantee adult size, coat color, temperament, or hypoallergenic status of mixed breeds.

9. Contact Information for Refunds & Returns

If you believe you qualify for a refund or return based on the conditions outlined above, please contact us at:

📩 Email: customercare@puppyhub.store
📞 Phone: [Insert Contact Number]
📍 Address: Will be provided after both parties come to an agreement 

To process a claim, include:
• Your full name and order details.
• A detailed explanation of the issue.
• Supporting documentation (vet reports, photos, videos).

10. Final Agreement

By purchasing a puppy from PuppyHub, you acknowledge that you have read, understood, and agreed to this refund and return policy. This policy is designed to protect both the buyer and the puppy’s well-being, ensuring that all puppies find loving, responsible homes.

We appreciate your trust in PuppyHub and are here to assist you every step of the way. If you have any questions, feel free to reach out!