Refund Windows at a Glance
| Timeframe | What applies |
|---|---|
| First 7 days | If your vet finds the puppy unwell, finds genetic defects, or finds discrepancies with the health records: full refund, and we cover the re-shipping fee. |
| First 90 days | If you can no longer provide adequate care, you may return the puppy for a full refund after a health examination confirms the puppy is well. Buyer covers the re-shipping fee. |
| After 90 days | Returns for care reasons are no longer refundable, though we will always help rehome responsibly. Buyer covers the re-shipping fee. |
Before any care-related refund, we perform a health examination to confirm the puppy has not suffered in its new environment. A puppy found unwell from neglect does not qualify for a refund.
Genetic Defect Claims
If a veterinary examination reveals a genetic defect or a discrepancy with the health records we provided, you are entitled to a full refund, processed within 3–5 business days. For a replacement puppy instead of a refund, we require written confirmation of the diagnosis from two licensed veterinarians at different clinics.
For the record: we have never had a puppy returned for a genetic defect or health issue. The single return in our history came from an owner relocating abroad who couldn't find a suitable caretaker — and we happily took that puppy back.
How to Start a Return
- Submit the form below Tell us in as much detail as possible why you would like to return your puppy.
- We review within 24–48 hours We will reach out to confirm details and arrange the health examination if applicable.
- Refund within 3–5 business days Approved refunds are processed promptly back to your original payment method.