Refund Policy

We know that sometimes a product breaks, or you get your product and you're just not happy with what you bought. That's Where We Can Help!

If I buy something from ThePassionatePug, can I return it?

Yes (with just a few exceptions). We know that sometimes you buy something that doesn’t work out the way you had hoped, and for that reason we did our best to make a return policy that is helpful for you.
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact our customer service and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.

Returns

Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. If you are still unsure about sizing please do not hesitate to contact our customer service.

Defective Order.

In the rare event that an order is shipped with a defect, we will offer a replacement if reported within 60 days.

If there is a defect and the customer does not want a replacement, a refund will be provided. We do not accept returns or replacements in the case where the customers needs a smaller or larger size.

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a store credit or exchange.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@thepassionatepug.com.

Order not received
If your item has not arrived within 30 days for most of our products, contact one of our specialist through email at support@thepassionatepug.com for a free replacement order or a full refund of your purchase.

(Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s), pre-order items and/or missed parcel deliveries.)

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thepassionatepug.com

To Submit a Refund Claim Do The Following:

Contact our Customer Support Department and request a refund/replacement. (Please let us know what's wrong with the product so we can make sure we address this issue going forward). Please provide our Customer Support Department with you Full Name, Email, And product you are wishing to return/replace so we can look up your order and verify your purchase