Returns & Refunds Policy

At Pupora, we want you and your pet to be happy with your order. If something is not right, we're here to help.

Please read our Returns & Refunds Policy carefully before requesting a return.

1. Return Window

We accept return requests within 30 days of delivery. To be eligible for a return, your item must be:

• unused;
• in the same condition that you received it;
• in its original packaging when possible;
• clean and free from pet hair, stains, odors, damage or signs of use.

For hygiene and safety reasons, items that have been used by pets may not be eligible for return.

2. How To Request A Return

To request a return, please contact us at pupora@northwoodbrands.com. Please include:

• your order number;
• the email address used at checkout;
• the item you would like to return;
• the reason for your return;
• photos of the item if it arrived damaged, defective or incorrect.

Once your request is reviewed, we will let you know whether your return is approved and provide the next steps. Please do not send items back without contacting us first.

3. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect.

Original shipping fees are non-refundable unless the return is due to an error on our side.

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

4. Damaged, Defective Or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective or incorrect, contact us within 7 days of delivery at pupora@northwoodbrands.com. Please include photos of:

• the item;
• the packaging;
• the shipping label;
• the issue clearly visible.

If the issue is approved, we may offer a replacement, store credit or refund depending on the situation.

5. Non-Returnable Items

The following items may not be eligible for return:

• items used by pets;
• items with pet hair, stains, odors or signs of wear;
• items damaged after delivery;
• items without original packaging when required;
• final sale items;
• gift cards;
• personalized or custom items, if applicable.

For hygiene reasons, we reserve the right to refuse returns that do not meet our return conditions.

6. Exchanges

We do not guarantee direct exchanges. If you need a different color, size or product, please contact us. In most cases, the fastest option is to return the eligible item and place a new order.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear on your bank or card statement, depending on your payment provider.

8. Late Or Missing Refunds

If your refund has been approved but you have not received it yet:

1. Check your bank account again.
2. Contact your credit card company.
3. Contact your bank, as processing times may vary.

If you have done this and still have not received your refund, please contact us at pupora@northwoodbrands.com.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at pupora@northwoodbrands.com. We will do our best to help, but once an order has been processed or shipped, we may not be able to cancel it.

If your order has already shipped, you may request a return once it has been delivered, subject to this policy.

10. Refused Or Undeliverable Packages

If a package is refused, unclaimed or returned because of an incorrect address provided at checkout, additional shipping fees may apply. Refunds for refused or undeliverable packages are reviewed case by case. Please make sure your shipping address is correct before placing your order.

11. Contact Us

For any return or refund questions, please contact us at pupora@northwoodbrands.com. We're here to help make your Pupora experience as smooth as possible.