30-Day Money-Back Guarantee
We want your dog in a jacket that fits and works. If it doesn't, we'll fix it.
You have 30 days from the date your order is delivered to request a return, exchange or refund.
What can be returned
- Items must be unused and in original condition, with all tags and packaging intact.
- An item your dog has worn in water, or that shows wear, dirt or damage from use, can't be returned for a change of mind.
- Trying the jacket on indoors to check the fit is fine — that's what the guarantee is for.
How to start a return
- Email support@pupfloat.com within 30 days of delivery.
- Include your order number, the item, and the reason for the return.
- If the item arrived damaged or faulty, attach a photo. We usually resolve these without asking you to ship anything back.
- We'll reply within 24 hours on business days with a return address and instructions.
Please don't send anything back before contacting us — returns without prior authorisation can't be processed.
Exchanges
Ordered the wrong size? Email us and we'll arrange an exchange for the correct size. Our size guide shows exactly how to measure your dog's chest so the replacement fits first time.
Return shipping costs
- We pay if the item arrived damaged, faulty, or we sent the wrong item or size.
- You pay for change-of-mind returns. We recommend a tracked service — we can't refund a parcel that doesn't arrive.
Refunds
Once your return arrives and passes inspection, we process the refund within 2 business days to your original payment method. Your bank or card issuer then takes a further 5–10 business days to post it to your account.
Original shipping charges, where any were paid, are non-refundable unless the return is our error.
Cancelling an order
Email us within 12 hours of placing your order and we'll cancel or amend it free of charge. After that your order has usually been packed and dispatched, and the standard return process applies.
Items that can't be returned
- Gift cards
- Items marked final sale at the time of purchase
- Items returned more than 30 days after delivery
- Items returned used, washed, damaged or without original packaging
Lost or undelivered parcels
If tracking shows delivered but nothing arrived, contact us within 7 days of the delivery date and we'll open a case with the carrier. If a parcel is confirmed lost in transit, we'll reship or refund in full.
Questions
Email support@pupfloat.com. We answer every message within 24 hours on business days.