Return Policy

1 Cancellation and exchange
1.1 Once an order has been placed via our website, you can cancel or change it by
emailing us (info@rescuethepups.com).

1.2 Once an order has been packed, it can no longer be cancelled or changed;
instead, the order must be returned to us in accordance with
section 10 below. As our goods are shipped from Asia, there may be
longer transit times over which we have no control. If the goods are already on their way
to you, cancellation is not possible. Please wait until you have received the goods and return them
to us. Of course, you can inform us of your cancellation in advance. In order to guarantee you the fastest possible
return, we ask you to send us a confirmation of dispatch.
An early refund is possible at the earliest 16 weeks after receipt of the order
if the goods have not been received.
1.3 As we work with a fully automated system, orders are
activated immediately after dispatch. Therefore, it is unfortunately not possible to interrupt the
shipping process until delivery, so a refund before receipt of
the goods is only possible up to 15 minutes after the order.
2. Returns and refunds
2.1 Our Returns Policy forms part of these Terms and Conditions on the basis of which you can visit and use
our Website.
2.2 If you are not completely satisfied with your order, you can send an e-mail indicating
which product you want to return and send the product back to us. The
revocation period is 30 days from the day on which you or a third party named by you,
who is not the carrier, has taken or has taken possession of the last product.
2.3 Return shipments and costs are at the expense of the customer.
However, if you are located in the same country as our local warehouse, return shipping is free of charge. Please contact our customer service team to confirm warehouse location and obtain a prepaid return label if eligible
2.4 The customer is only entitled to a refund if the product has been received by us. We
will check the returned product upon arrival.
2.5 You will ensure that the Product is sent to us in the same condition as you
received it and that it is properly packaged. The Product must be unused, the Product labels must not have been tampered with and the Product must be in its original packaging. If a Product is returned to us in an unsuitable condition, we reserve the right to
not accept the return of the Product. If a Product is returned to us in a damaged condition, we reserve the right to
not accept the return of the Product.
2.6 Our processing time for returns depends on your order. You will receive your
payment back within 30 days of receipt and approval of the return.

2.7 If we are satisfied with the condition of the returned Product, we will send you an email
to approve your return. After we have notified you that your return has been
approved, the amount will be credited back to the payment method used for the order shortly. There is no charge for storing the product.
2.8 Cancellation is complete when we receive the physical goods. 2.9 Since our goods are shipped from Asia, there may be longer transit times that we have no control over. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and return them to us. Of course, you can inform us of your cancellation in advance. In order to guarantee you the fastest possible return, we ask you to send us a confirmation of shipment. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods were not received.

2. steps for cancellation
1. request the return form from our support and send it back to us completed, signed and
scanned.

2. Return the goods.

Only use a return method with a tracking number, so that we can allocate your return. In this way, you inform us in advance about the return and the goods received can be clearly assigned to the correct order. This is the only way we can guarantee a quick refund. After receiving the return, we will be informed of the receipt and the refund can be made. Only use a shipping method with a tracking number for the return, so that we can assign your return.

3. Exange

At Rescue the Pups, we are dedicated to delivering exceptional products and customer service. We understand the importance of satisfaction with your purchases and offer a 14-day guarantee for your peace of mind. If you're not completely happy with your purchase, please reach out to us at info@rescuethepups.com

Order cancellations and modifications are permitted within 6 hours of purchase. However, as we process orders quickly to ensure efficient deliveries, this 6-hour period is not guaranteed. Once an order has been processed, it is no longer possible to cancel or modify it.

Returns and Refunds We accept returns of unused items in their original packaging within 14 days. Please note, for hygiene reasons, we offer store credit instead of cash refunds for returns. This credit can be used for future purchases on our site.
Items sent back to us without first requesting a return will not be accepted.

Custom, personalized, bulk orders, and gift cards are not eligible for returns, as these are tailored to your specifications.

To initiate a return, contact us at info@rescuethepups.com. within 14 days of delivery, including your order number and the reason for the return.

Refunds are processed within 14 business days from the date of confirmation. If you haven't received your refund after this period, please contact your financial institution.

We do not issue refunds for items that have been used, worn, or damaged through normal wear or misuse. Additionally, we cannot refund orders with issues caused by factors within your control, such as incorrect shipping details.

All refunds are processed in the original currency of purchase. Customers are responsible for any fees related to currency conversion or exchange rates.

Damaged Items We ensure our products are well-packaged to avoid damage during shipping. If your item arrives damaged, please inform us within 48 hours of delivery. Email us at cinfo@rescuethepups.com. with a clear photo of the damage to assess eligibility for a replacement at no cost. We do not replace or refund items damaged through normal use or misuse.

Shipping and Delivery While we aim for prompt delivery, we cannot be held responsible for delays outside our control, including those caused by couriers, customs, or other shipping issues. For delivery problems, please contact the courier directly. We are not liable for lost, stolen, or delayed packages.

Fraud Prevention To prevent fraud, we verify all billing and shipping addresses and monitor transactions for unusual activity. We may request additional information to confirm the legitimacy of a transaction. If we suspect fraud, we reserve the right to cancel the transaction and notify the customer.

Policy Updates We reserve the right to modify this Return & Refund Policy at any time. It is the customer's responsibility to review the latest version before making a purchase. By purchasing and using Rescue Paws, you agree to this Return & Refund Policy.

Colour Disclaimer

Actual product colour may vary from the images shown. Every monitor or mobile display has a different capability to display colours, and every individual may perceive these colours differently. Additionally, lighting conditions at the time the photo was taken can also affect an image’s colour.

Rescue Paws cannot guarantee that the colour you see on your screen accurately portrays the true colour of the product. However, we understand the importance of making the right choice. If you require more photos or information about the products, please don't hesitate to contact our team member now for personalized assistance.