Return & Refund Policy

Last updated: June 7, 2026

We want you to be happy with your purchase from PUDDL. This Return & Refund Policy explains how returns, refunds, exchanges, and damaged items are handled.

PUDDL. is operated by NUOVERA LTD, 4 RAVEN ROAD, UNIT 1C3-880, LONDON, UNITED KINGDOM, E18 1HB.

1. Return Window

We accept return requests within 30 days of the delivery date.

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

- Unused
- Unwashed
- In its original packaging
- In the same condition that you received it
- Accompanied by proof of purchase or order number

For hygiene and safety reasons, used pet products, opened disposable products, heavily handled items, or items exposed to pet waste may not be eligible for return.

2. How to Start a Return

To request a return, contact us at support@puddle.store with:

- Your order number
- The email address used for the order
- The item you want to return
- The reason for return
- Photos, if the item is damaged, defective, or incorrect

Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

3. Return Shipping

Unless the item is damaged, defective, or incorrect, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is due to our error.

We recommend using a trackable shipping service. We are not responsible for returned items lost in transit.

4. Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved, your refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear on your bank or credit card statement after it has been processed. Processing times may vary by payment provider.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, contact us within 7 days of delivery at support@puddle.store.

Please include your order number and clear photos of the item, packaging, and shipping label.

If approved, we may offer a replacement, store credit, or refund depending on the issue.

6. Exchanges

We may offer exchanges depending on product availability.

To request an exchange, contact us at support@puddle.store.

If the requested item is unavailable, we may offer a refund or store credit.

7. Non-Returnable Items

The following items are not eligible for return:

- Used items
- Washed items
- Items not in original condition
- Items exposed to pet waste, odor, stains, or damage
- Gift cards
- Final sale items, where clearly marked
- Items returned outside the return window
- Products that cannot be returned for hygiene or safety reasons

8. Order Cancellations

If you need to cancel an order, contact us immediately at support@puddle.store.

We cannot guarantee cancellation once an order has been processed, packed, or shipped.

9. Refused or Undeliverable Packages

If a package is refused, returned to sender, or undeliverable due to an incorrect address, failed delivery attempt, or customer refusal, we may deduct shipping costs and handling fees from any refund.

10. Chargebacks

If you have an issue with your order, please contact us first at support@puddle.store. We are happy to help resolve order, shipping, or product concerns.

11. Contact Us

For return and refund questions, contact us at:

Email: support@puddle.store
Website: https://puddle.store