Widerrufsrecht

Because Puptons supplements are consumable products, we can only accept returns for items that are sealed and unused.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns

To be eligible for a return, your item must be:

  • Sealed, unused, and in its original packaging

  • In the same condition that you received it

  • Accompanied by the receipt or proof of purchase

To start a return, please contact us at hello@puptons.com.
Returns should only be sent once approved to:

Unit 60, Spaces Business Centre, Battersea, SW8 3NS

Items sent back to us without first requesting a return will not be accepted.

Please note:

  • The customer is responsible for ensuring the returned item arrives safely.

  • We strongly recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

  • Return shipping costs are the customer’s responsibility, unless the return is due to our mistake (e.g. a faulty or incorrect item).

For any return-related queries, contact us at hello@puptons.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
We may ask for a photo of the product and packaging to help us resolve the issue quickly.

Bulk Purchases

If you purchase a bulk or multi-pack supply (for example, a 3-month or 6-month bundle purchased at a discounted rate), this is treated as a single order.
Partial returns from bulk purchases are not accepted.

Once any part of the bulk order has been opened or used, the entire order becomes non-returnable (except where required by law or in the case of an error or fault on our part).

This ensures we can continue offering fair pricing and bulk discounts to all customers.

Subscriptions

If you have an active subscription, you can pause or cancel future deliveries at any time through your customer account or by contacting hello@puptons.com.

Please note:

  • Subscription orders that have already been processed or dispatched cannot be cancelled.

  • If a customer requests cancellation after the minimum notice period stated in our Terms and Conditions or after an order has already been processed, that shipment will still be sent and must be paid for in full.

  • Should you wish to return an unwanted subscription order that has already been processed, it must be returned at your own cost, and items must be sealed, unused, and in their original packaging.

Refunds for subscription orders follow the same criteria as standard returns once the items have been received and inspected.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (e.g. food, flowers, plants)

  • Custom or personalised products

  • Personal care goods (e.g. beauty products)

  • Hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards.
If you’re unsure about your item’s eligibility, please contact us.

Exchanges

The fastest way to get what you want is to return your original item, and once the return is accepted, place a new order for the replacement product.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
The item must be sealed, unused, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember it may take some time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@puptons.com.

Website Purchases Only

This policy applies only to orders placed directly through puptons.com.
If you purchased Puptons products from another retailer or marketplace (such as Amazon or eBay), please contact them directly regarding their return procedures.

A Note on Results

Our supplements are designed to support your dog’s long-term health, and most customers begin noticing results after 6–8 weeks of consistent use.
We recommend allowing enough time for the product to take full effect before assessing results.