REFUND & RETURN POLICY
At TinyDoxiePaws, we want every puppy placement to begin with clear expectations. Bringing a puppy home is an important commitment, and the puppy’s welfare must remain central to any cancellation or return arrangement.
This policy explains how to raise a concern, request a cancellation, or discuss a return. Any specific reservation, payment, or health-related terms should be provided and agreed in writing before payment. Nothing in this policy limits rights or remedies that apply under applicable law.
BEFORE YOU MAKE A PAYMENT
Please ask any questions about the puppy, the purchase price, reservation terms, and delivery or collection arrangements before paying.
Do not assume a deposit is refundable or non-refundable without written confirmation of the terms. This policy does not, by itself, make deposits or other payments non-refundable.
CANCELLING BEFORE HANDOVER
If you wish to cancel before receiving your puppy, contact us as soon as possible. Include your name, the puppy’s name, your order or reservation reference, and details of any payments made.
We will review the request against the terms agreed before payment and confirm the outcome in writing. Any proposed deduction must be explained, including its basis and amount, and must be consistent with applicable law.
If transport has already been arranged, please also refer to the agreed transport terms and our Shipping Policy. Do not assume all transport charges are automatically refundable or automatically non-refundable.
IF WE CANNOT COMPLETE YOUR PURCHASE
If TinyDoxiePaws cannot provide the agreed puppy or complete the agreed handover, we will contact you to discuss the situation and the available resolution.
We will not substitute another puppy without your agreement. Where a refund is due, we will confirm the amount and arrangements in writing. You will not be required to accept a replacement puppy or store credit instead of a refund to which you are entitled.
CONCERNS AT HANDOVER
Please check the puppy’s identity and any accompanying documents at handover. Raise any discrepancy or concern promptly and contact us with the relevant details.
If the puppy appears unwell, injured, or distressed, seek veterinary assistance promptly. Do not delay necessary care while waiting for a reply from us.
HEALTH-RELATED CONCERNS
If a health concern arises after handover, contact us as soon as reasonably possible. Provide your order or reservation details, a description of the concern, and any relevant veterinary findings.
We may request a written report from the examining veterinarian to help understand the issue and consider an appropriate resolution. Keep copies of relevant records, receipts, and correspondence.
Any refund, contribution toward veterinary costs, or other remedy will depend on the circumstances, the purchase terms, any written health agreement, and applicable law. This policy does not create a separate health guarantee or promise automatic reimbursement of every veterinary expense.
RETURNING A PUPPY
A puppy must never be returned through an ordinary parcel or postal service. Contact us before arranging any return so that a safe handover and suitable transport can be discussed.
Do not send or leave a puppy at an unconfirmed address. Any return arrangement should identify the recipient, location, date, transport method, and responsibility for agreed costs.
Please share relevant health information, current care needs, and accompanying records so the puppy’s needs can be considered throughout the process.
CHANGE OF MIND OR PERSONAL CIRCUMSTANCES
If you discover that you cannot continue caring for your puppy, contact us promptly to discuss the situation. A change of mind or a change in personal circumstances does not, by itself, establish entitlement to a refund under this policy.
We will consider the request in light of the agreed purchase terms, the puppy’s welfare, and any applicable rights. An agreement to discuss or arrange a return does not automatically mean that a refund has been approved.
RETURN TRANSPORT AND OTHER COSTS
Responsibility for return transport or other expenses depends on the reason for the return, the agreed terms, and applicable law.
Before booking transport, request written confirmation of the arrangements and any agreed reimbursement. We will not treat every return as automatically being at the customer’s expense.
REFUND PROCESSING
When a refund is approved or otherwise due, we will confirm the amount, payment method, and expected processing timeframe in writing.
Refunds will normally be made to the original payment method where possible, unless another method is agreed. Your bank or payment provider may require additional time to display the funds after the refund is issued. Any legally required refund deadline takes precedence.
A return request, veterinary report, or cancellation message is not itself confirmation that a particular refund amount has been approved.
HOW TO CONTACT US
Submit your request through our Contact Us page:
Please include your full name, email address, telephone number, puppy’s name, order or reservation reference, payment details sufficient to identify the transaction, and a clear explanation of your request.
Do not send full card numbers, account passwords, or other sensitive payment credentials. Keep a copy of your request and any supporting documents for your records.