Pooch Patriot Return & Exchange Policy

Effective date: May 20, 2026

Controlling policy: This Pooch Patriot policy governs all returns and exchanges made through our store. If Shopify or any platform shows a default or auto-generated policy, this page will control in the event of any difference.

We’re proud to provide you with a clear, hassle-aware policy that reflects how we fulfill orders through U.S.-based partners and drop-shippers. Because all our items are made to order or fulfilled by partners, our windows are tighter than big-box retail, but we will always act in good faith to make things right when an item arrives damaged or incorrect.

Returns, Exchanges, and Refund Policy

1. Return Window

Returns and exchanges are accepted on eligible items within 30 days of delivery.

2. Eligibility Criteria

To be eligible for a return or exchange, the item must:

• Be unpersonalized and not made-to-order. Custom or print-on-demand items are non-returnable unless defective.
• Include all original packaging, tags, and accessories.
• Show no signs of use, including fur, dirt, stains, scratches, or odors.
• Be unwashed and undamaged.
• Be returned within 30 days of delivery.
• Be accompanied by proof of purchase, such as an order confirmation email or receipt.

3. Non-Returnable / Final Sale Items

The following items cannot be returned or exchanged except where damaged, defective, or incorrect upon arrival:

• Custom, personalized, or print-on-demand products.
• Made-to-order apparel and accessories.
• Clearance and closeout items.
• Bundled free gifts.
• Opened grooming products, including shampoos, balms, brushes, etc.
• Gift cards.
• Pet treats and other perishable or consumable products.

No Returns or Refunds for Personal Preference

Because our products are made to order in small batches, we do not offer refunds for reasons related to personal preference, including but not limited to:

• The material feels too thick or too thin.
• You do not like the fabric texture or weight.
• You do not like the design, color, or style.
• The item does not meet your subjective expectations.

For non-defective items, we may offer store credit or an exchange at our sole discretion.

4. How to Start a Return or Exchange

To keep returns aligned with our fulfillment partners, all returns and exchanges must be authorized in advance.

Email support@poochpatriot.com within 30 days of delivery and provide:

• Your order number.
• The item(s) you want to return or exchange.
• The reason for the request.
• Photos if the item is damaged, defective, or incorrect.

After reviewing your request, we will confirm eligibility and provide instructions.

Items sent back without prior authorization may not be accepted.

Approved items must be shipped using a trackable service within 7 days of receiving authorization.

After inspection, we will process any approved exchange, store credit, or refund.

5. Defect / Damage Reporting

If your item arrives damaged, defective, or incorrect, please notify us within 7 days of delivery at support@poochpatriot.com.

Include:

• Your order number.
• A brief description of the issue.
• Clear photographs showing the problem.

We will coordinate with our fulfillment partner to provide a replacement or full refund.

Manufacturing defects are treated differently from normal wear and tear or damage caused by pet use.

6. Category-Specific Guidelines

6.1 Grooming Products

For hygiene and safety reasons, opened or used grooming products are non-returnable unless they arrive damaged or defective.

6.2 Apparel (Dog and Human)

• Items must be unworn, unwashed, and free of fur, odors, and stains.
• Customers are responsible for reviewing size charts and product descriptions before ordering.
• Minor variations in color, print placement, and fabric feel are normal and are not considered defects.
• We do not offer cash refunds for non-defective apparel.
• For eligible non-defective apparel, we may offer store credit or a one-time exchange at our discretion.
• Customers are responsible for both return shipping and reshipping costs.

6.3 Hard Goods (Collars, Leashes, Toys)

• Items must be unused to qualify for return.
• Damage caused by chewing, rough play, or inadequate supervision is not covered.
• Verified manufacturing defects may qualify for replacement or refund.

7. Refunds

Once we receive and inspect your approved return, please allow 5 to 7 business days for processing.

• Approved refunds are issued to the original payment method.
• Banks and credit card issuers may take an additional 5 to 10 business days to post the refund.
• Original shipping charges are non-refundable.
• Store credit may be offered as an alternative to refunds.

Refund Policy Summary

• Defective, damaged, or incorrect items: replacement or full refund.
• Non-defective items: store credit or exchange only, if approved.
• Personal preference issues: no refund.

8. Return Shipping and Labels

• Customers are responsible for return shipping costs except for defective, damaged, or incorrect items.
• For domestic orders over $150, we may provide a prepaid label upon request. The cost of the label may be deducted from any approved refund for discretionary returns.
• We currently ship only within the United States and its territories.

9. Gift Returns

Eligible gift items may be returned within 14 days of delivery for store credit only, provided they meet all standard return requirements.

10. Shipping Restrictions and Rejected Orders

• We do not ship to PO boxes.
• Orders returned to us because of incorrect or undeliverable addresses will be refunded minus original shipping costs once received.
• If you would like the order reshipped, additional shipping charges will apply.

11. Holiday Returns

Items purchased between December 1 and December 31 may be returned through January 31, subject to all other terms of this policy.

12. Shipping Territory (U.S. Only)

Pooch Patriot currently ships only within the United States and its territories.

International consumer protections, including the European Union 14-day cooling-off period, do not apply.

13. Our Promise and Abuse Prevention

We reserve the right to inspect all returned items and deny returns, exchanges, store credit, or refunds for items that do not meet the standards described in this policy.

To protect our customers and fulfillment partners, we may limit or refuse returns from accounts with excessive or irregular return activity.

Pooch Patriot retains sole discretion to determine whether an item qualifies as defective and whether a replacement, store credit, or refund will be issued.

14. Need Help?

Questions about returns, exchanges, or refunds?

Email us at support@poochpatriot.com and we will be happy to review your order details.

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