Refund & Return Policy

Last updated: September 17, 2026

We want you and your pup to love your PouchPals order. If something isn't right, you can return eligible items within 30 days of delivery.

Return eligibility

Your return request must be made within 30 days of the date your order was delivered.
Items must be unworn, unwashed, free of pet hair, odors and damage, and in their original packaging with any tags attached.
You'll need your order number or proof of purchase.
Gift cards cannot be returned.

How to start a return

Email us at support@pouchpals.store with your order number and the reason for your return. We'll reply with return instructions and the address to send your item to. Items sent back without first requesting a return cannot be accepted.

Return shipping costs

You are responsible for the cost of return shipping, and original shipping fees are non-refundable. We recommend a trackable shipping service, as we can't be responsible for returns lost in transit. If your item arrived damaged, defective or incorrect, we cover the cost of making it right (see below).

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and photos of the issue. We'll arrange a replacement or a full refund at no extra cost to you.

Exchanges

Need a different size or color? The fastest way is to return the item you have and place a new order for the one you want once your return is approved.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days. Your bank or card provider may take additional time to post the refund to your account.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us.

EU and UK customers

If you are in the European Union or United Kingdom, you have the right to cancel your order for any reason within 14 days of receiving it. Nothing in this policy limits any rights you have under applicable consumer law.

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