Return & Refund Policy

1. Order Cancellation

We accept order cancellations under the following conditions:

  • Unpaid Orders
    If your order has not been paid, you may cancel it directly or contact us for assistance.

  • Paid Orders
    Paid orders can be canceled within 48 hours of placement for a full refund.
    Once an order has been processed or shipped, it can no longer be canceled.

To cancel a paid order, please contact us as soon as possible at:
📧 service@pupytoy.com

2. Return & Exchange Policy

We offer a 30-day return and exchange policy from the date you receive your item.

Return Eligibility
To qualify for a return:

  • The item must be unused and in its original condition.

  • It must be returned in its original packaging.

  • The return request must be submitted within 30 days of delivery.

  • Proof of purchase is required.

  • Items returned without prior approval will not be accepted.

3. How to Request a Return or Exchange

Please email service@pupytoy.com with the following information:

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Clear photos or videos (if damaged or defective)

Once approved, we will provide the return address. Please send the item within 7 days after approval and share the tracking number.

4. Return Shipping Costs

  • Customer Responsibility
    If the return is due to personal reasons (such as change of mind, wrong size/color), the customer is responsible for return shipping costs.
    Estimated return shipping cost:
    €3–€10 per item, depending on size and location.

  • Merchant Responsibility
    If the item is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.

5. Refund Process

Once we receive and inspect the returned item:

  • Refunds will be issued to the original payment method within 5 business days.

  • A confirmation email will be sent after processing.
    Actual arrival time may vary depending on your bank or payment provider.

Refund Deductions
Partial refunds may apply if:

  • The item is returned damaged due to misuse.

  • Original packaging or accessories are missing.

6. Late or Missing Refunds

If you have not received your refund:

  • Check your payment account again.

  • Contact your bank or card provider.

  • If still unresolved, email: service@pupytoy.com

7. Contact Us

For all return, refund, or order inquiries:
📞 +85231946286
📧 service@pupytoy.com

🏢 Return Address:
WISETEX ENTERPRISE LIMITED
24-26 Wing Hong Street
Flat B, 10th Floor, Shun Cheung Industrial Building
Cheung Sha Wan, Kowloon, Hong Kong