Refund policy
Return and Refund Policy
At SplashPup, we stand behind the premium quality of our Dog Splash Pad and pet accessories. We enforce a strict 30-day return policy, which means you have 30 days after receiving your item to request a formal return.
Hygiene & Eligibility Restrictions
Due to the nature of SplashPup products as pet care and water play equipment, we maintain the highest sanitary standards to ensure the health and safety of all pets.
- Condition: To be eligible for a return, your item must be completely unused, unworn, unwashed, and in the exact same condition that you received it. It must be free of any pet hair, dirt, or signs of outdoor use.
- Packaging: It must be in its original, unopened, and factory-sealed packaging with all tags intact.
- Proof: We require a valid digital receipt or proof of purchase linked directly to your order.
How to Start a Return
To initiate a return, you must contact our global support team strictly at SplashPupSupport@gmail.com. Do not ship any items back to us before reaching out.
If your return request meets all eligibility and sanitary requirements, our support team will provide you with the designated return address (SplashPup Distribution Center, Suite #4112-D) and detailed layout instructions.
Important Note: Items sent back to us without first requesting a return will be rejected and disposed of.
Please note that the customer is fully responsible for all return shipping costs and tracking services.
Damages and Operational Issues
Please inspect your order immediately upon delivery. Contact us right away at SplashPupSupport@gmail.com if the item is defective, damaged, or if you received the wrong item, so that our team can evaluate the issue and make it right.
Non-Returnable Items & Exceptions
Certain types of items cannot be returned under any circumstances to protect health and hygiene standards:
- Personal Pet Care Goods: Used Dog Splash Pads, opened pet pools, or any water equipment that has already come into contact with a pet or outdoor water supply.
- Promotional Items: We strictly do not accept returns on sale items, clearance gear, special promotional offers, or digital gift cards.
Exchanges
The fastest way to get what you need is to return the eligible, unused item you have, and once the return is formally accepted, make a separate purchase for the new SplashPup gear.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To comply with EU safety and health regulations for pet and consumer products, the item must still be in its original, pristine, and unopened packaging, completely unused, with all security tags intact.
Refund Processing
We will notify you once we have received and thoroughly inspected your returned package to verify its condition. You will be informed whether the refund is approved or denied based on the sanitary inspection.
If approved, you will be automatically refunded on your original payment method within 10 business days. Please keep in mind it can take additional processing time for your bank or credit card company to post the refund to your account.
If more than 15 business days have passed since your return was officially approved, please contact us immediately at SplashPupSupport@gmail.com.