Refund policy

We stand behind our products with a 60-Day Money Back Guarantee. If you're not completely satisfied with your purchase, we will refund 100% of your product cost, subject to the return conditions below.

Guarantee Period

You have 60 days from the date of your order to request a refund, regardless of which product or bundle you purchased.

Return Conditions

We accept returns of unopened, sealed products within the 60-day guarantee window. This applies to both first purchases and subscription renewals. Opened products are not eligible for a refund.

Subscription customers who don't want their next order should contact us before the next renewal charge.

How to Request a Refund

Step 1: Contact us first. Email us at hello@pupluma.com within your 60-day guarantee window. Please include your order number and a short note that you would like to return your order.

Step 2: Ship your items back. After you contact us, we will email you our return address. Pack the unopened, sealed products from your order and send them to that address, with your order number written on the package.

Return shipping costs are the customer's responsibility and are non-refundable. We strongly recommend a tracked shipping service. Returns sent without tracking are at the customer's risk, and we can't issue refunds for packages we don't receive.

Step 3: Receive your refund. Once we receive your return and confirm the products are unopened and sealed, we will refund you to your original payment method within 10 days. Please allow an extra 3 to 5 days for your bank to post the refund.

Shipping Costs

Shipping is free on all orders, so your refund covers the full amount you paid for the products.

Damaged or Incorrect Products

If your order arrived damaged or incorrect, please don't return it. Instead, email hello@pupluma.com with photos of the issue. We will send a free replacement or issue a full refund, with no return shipping needed. This applies whether or not you have a subscription.

Order Cancellations

You may cancel your order for a full refund within 24 hours of placing it, as long as it hasn't shipped yet. Email hello@pupluma.com with your order number to request a cancellation.

Subscription Cancellations

To cancel your subscription, email hello@pupluma.com with your name and order number. Please see our Subscription Policy for full details.

Exchanges

We do not accept exchanges.

Restocking Fee

We do not charge a restocking fee.

Orders Lost in Transit

If your order hasn't arrived within 21 days, we will offer a 100% refund or a free reshipment.

Wrong Item Received

We will offer a 100% refund or a free reshipment.

Refund Abuse Policy

We reserve the right to decline refund requests where we have documented evidence of abuse, including serial refund activity, fraudulent payment methods, or refund requests made in bad faith. This does not affect good-faith refund requests within the 60-day guarantee window.

Contact Support

If you have any questions about returns, our customer support team is happy to help.

Email: hello@pupluma.com Response time: We typically respond within 48 hours.