Refund policy

Pupsjoy.hu — Return & Refund Policy

Effective date: 26 August 2025

Thank you for shopping with Pupsjoy.hu. We aim to make returns simple and compliant with Hungarian and EU consumer law.

1) Your right to withdraw (EU 14-day cooling-off)

If you purchased as a consumer, you may withdraw from your purchase within 14 calendar days from the day after you (or a person you designate) receive the goods.

  • To exercise this right, email info@pupsjoy.hu with subject “Withdrawal – Order #XXXX” and include your order number, name, and items you wish to return.

  • After notifying us, please send the products back within 14 days.

  • Unless we made an error or the item is faulty, you bear the cost of return shipping.

  • We will refund you within 14 days of receiving the returned goods (or proof of return), via your original payment method.

  • We may deduct for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

This policy does not limit any statutory rights under applicable Hungarian and EU law.

2) Hygiene & safety – items not eligible once opened

For reasons of health protection and hygiene, we cannot accept returns of sealed goods that were unsealed after delivery, including (by example):

  • Opened bags/boxes of cat litter,

  • Opened packs of pee pads,

  • Opened/used shampoos, sprays, foams, wipes or other grooming/cleaning liquids,

  • Any product that has been used, partially consumed, or not in resalable condition.

Unopened, unused items in their original, intact packaging remain eligible within the deadlines above.

3) Faulty, damaged, or incorrect items

If an item arrives damaged, defective, or incorrect, contact us at info@pupsjoy.hu within 48 hours of delivery with photos of the product, the packaging, and the shipping label.

  • We will arrange a free replacement or full refund, and we will cover return shipping where applicable.

  • Please keep all packaging until your claim is resolved.

4) How to start a return

  1. Email info@pupsjoy.hu with subject “Return Request – Order #XXXX”.

  2. Tell us which item(s) and the reason for return; include photos if relevant.

  3. We will reply with the return instructions and return address (Budapest, HU).

  4. Pack securely; include the order number in the parcel. Unauthorised “cash on delivery/collect” returns will be refused.

5) Refunds

  • Refunds are issued to the original payment method.

  • Original shipping fees are refunded only where we made an error or the item is faulty.

  • If items are returned incomplete, damaged, or not in original packaging, a reasonable deduction may apply.

6) Exchanges

To receive a replacement quickly, place a new order and return the original item according to this policy. We will process the return/refund upon receipt.

7) Unclaimed, refused, or wrong-address parcels

If a parcel is returned to us because it was unclaimed, refused, or addressed incorrectly, we will refund the product price minus any two-way shipping costs (unless caused by our error).

8) Business (B2B) purchases

If you purchase as a business (company name and tax ID provided at checkout), the statutory 14-day withdrawal right does not apply. Returns for B2B orders are evaluated case-by-case; please email info@pupsjoy.hu.