Refund & Return Policy

Last updated: 25 June 2026

At Freshpup, we want you and your pet to be completely happy with your order. If something isn't right, this policy explains how returns, refunds, and exchanges work.

1. Return Window

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, in their original condition and packaging. For hygiene reasons, any grooming or personal-care items must be unopened and unused.

2. Non-Returnable Items

• Items that have been used, washed, or are not in their original condition
• Opened consumable products (such as food, treats, or supplements) for health and safety reasons
• Gift cards and clearance or final-sale items

3. How to Start a Return

To begin a return, email us at contact@freshpup.co with your order number and the reason for the return. We'll reply with instructions on where to send your item. Please do not send items back before contacting us.

4. Return Shipping Costs

Unless your item arrived faulty, damaged, or incorrect, you are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

5. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or you received the wrong item, please contact us within 7 days of delivery with photos. We will arrange a free replacement or full refund, including any shipping costs.

6. Refunds

Once we receive and inspect your returned item, we'll let you know if your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the funds to appear.

7. Exchanges

The fastest way to get a different item is to return your original item and place a new order once your return is approved.

8. Your Statutory Rights

If you are shopping from the EU or UK, you may have a statutory right to cancel your order within 14 days of receiving it, without giving a reason. This policy does not affect your statutory consumer rights.

Contact

Freshpup
Email: contact@freshpup.co
FLAT/RM 1019B 10/F LIVEN HOUSE, 61-63 KING YIP STREET, KWUN TONG, HONG KONG