Our Promise to You
Refund and Returns Policy
At Pups of Hope, your trust is everything. We stand behind every puppy, every partner, and every transaction with clear, fair policies that protect both families and our network.
Our Commitment
Built on Trust, Backed by Action
Every puppy placed through Pups of Hope is protected by our Puppy Protection Promise. We understand that rehoming a puppy is a significant commitment, and we want you to feel confident in every step of the process. If something goes wrong, we are here to make it right.
Puppy Rehoming Refund Policy
Reservation Deposits
Reservation deposits (25% of the puppy price, minimum $250) are non-refundable once confirmed. However, if a health issue is discovered during the pre-travel veterinary exam that was not previously disclosed by the breeder, rescue, shelter, or foster, you will receive a full refund including the deposit.
Health Guarantee Refunds
Every puppy listed on Pups of Hope comes with a health guarantee from the partner (breeder, rescue, shelter, or foster). If your puppy is diagnosed with a serious genetic or congenital health condition within the guarantee period (typically 1 to 3 years depending on the partner), you may be eligible for a partial or full refund, a replacement puppy, or reimbursement of veterinary expenses. The specific terms are outlined in the health guarantee document provided with your rehoming package.
Rehoming Guarantee
If at any point within the first year the placement is not working out for you or the puppy, our concierge team will step in to help rehome the puppy at no additional cost. We never abandon a puppy or a family. Contact us and we will coordinate a safe, compassionate rehoming process.
Travel and Delivery Refunds
If a puppy delivery is cancelled by Pups of Hope due to weather, health, or safety concerns, the delivery fee is fully refundable or can be applied to a rescheduled delivery. If the buyer cancels a confirmed delivery less than 48 hours before the scheduled pickup or flight, the delivery fee is non-refundable.
Marketplace Product Returns
Physical Products (Starter Kits, Carriers, Collars, etc.)
You may return any unused, unopened physical product within 30 days of delivery for a full refund. Items must be in their original packaging and in new condition. To initiate a return, contact our team at pupsofhope@gmail.com or call (513) 278-7792 with your order details. Return shipping is the responsibility of the buyer unless the item arrived damaged or defective.
Digital Products and Services
Digital products (memorial slideshows, portrait art downloads, ESA registration) are non-refundable once the service has been delivered or the digital file has been downloaded. If you are unsatisfied with the quality of a digital product, contact our team within 7 days and we will work with you to revise or correct it at no extra charge.
Service Refunds
ESA Registration
If you do not qualify for an Emotional Support Animal letter after your evaluation with the licensed mental health professional, you will receive a full refund of the $200 registration fee. No questions asked.
Bereavement Services
Memorial Homegoing Service ($500) and Memorial Slideshow ($150) payments are collected after your initial consultation. If you cancel before production begins, you receive a full refund. If production has started but you are unsatisfied with the initial draft, we offer unlimited revisions at no additional cost. Once the final version is delivered and approved, the service is non-refundable.
Memorial Urns
Because memorial urns are custom-engraved and made to order, they are non-refundable once production has begun. If the urn arrives damaged during shipping, we will replace it at no cost. Please inspect your urn upon delivery and contact us within 48 hours if there is any damage.
How to Request a Refund
Three Simple Steps
01
Contact Our Team
Reach out to us at pupsofhope@gmail.com or call (513) 278-7792. Provide your name, order details, and the reason for your refund request.
02
We Review Your Request
Our concierge team reviews every refund request within 24 to 48 hours. We may ask for documentation such as vet records, photos, or shipping receipts.
03
Refund Processed
Approved refunds are processed back to your original payment method (Stripe or Klarna) within 5 to 10 business days. You will receive email confirmation when the refund is issued.
Frequently Asked Questions
Can I return a puppy?
We do not accept puppy “returns” in the traditional sense. However, our Rehoming Guarantee ensures that if the placement is not working out within the first year, our concierge team will coordinate a safe, compassionate rehoming at no additional cost to you. The puppy’s welfare is always our priority.
What if my puppy arrives sick?
Every puppy is examined by a licensed veterinarian before travel and arrives with a health certificate. If your puppy shows signs of illness within the first 72 hours of arrival, contact us immediately. We will coordinate with the breeder/rescue, cover the cost of an emergency vet visit, and work toward a resolution that may include a refund, veterinary reimbursement, or replacement.
Are Klarna Pay in 4 payments refundable?
Yes. If a refund is approved, the remaining Klarna installments are cancelled and any payments already made are refunded to your original payment method. Klarna handles the reversal automatically once we initiate the refund through Stripe.
What if the breeder misrepresented the puppy?
Pups of Hope takes misrepresentation seriously. If a partner has misrepresented a puppy’s breed, health, or condition, we will investigate, issue a full refund if warranted, and take corrective action against the partner — up to and including permanent removal from our platform.
How long do refunds take to process?
Once a refund is approved, it is processed within 5 to 10 business days back to your original payment method. You will receive an email confirmation from Stripe when the refund has been issued. If paying via Klarna, outstanding installments are cancelled immediately.
Questions About a Refund or Return?
Our concierge team is here to help. Reach out anytime and we will guide you through the process with care and transparency.