General Terms:
Pup Land reserves the right to update the rules when necessary, and the updated version will be published on www.pup-land.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Pup Land immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Pup Land. Supplier would publish their own Return & Refund Policy on the product detail page. Pup Land's policy shall prevail in case of conflict with supplier's policy.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date (except several suppliers whose after-sales period was agreed by Pup Land). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Pup Land buyer center, or by contacting Pup Land customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 7 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Pup Land's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 5 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Pup Land shall not require supplier to accept after-sale request for "non-defective remorse returns", supplier has the right to accept or reject the request as his policy show as on the Pup Land product page. Pup Land will abide by the supplier's policy under this condition.
If supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Pup Land's policy restriction, the "restocking & repacking fee" in total supplier deducted shall not exceed 35% of order total price.
Pup Land shall not require suppliers on warranty, like whether to provide warranty or not, or the way of handling warranty.
Pup Land shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on supplier's policy or Pup Land's policy, agree on refund or redelivery between supplier and buyer or others, supplier must refund not more than 7 business days, or redeliver not more than 7 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or Pup Land. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or Pup Land has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Pup Land.
Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type
Pup Land Rules
For Unshipped Orders
a. The Return & Refund request is made after the stated processing time.
Pup Land will refund the order.
b. The Return & Refund request is made within the stated processing time.
The supplier has 7 business days to process the request after the buyer submits it.
If the supplier fails to process (accept or reject) the refund request within 7 business days, Pup Land will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
a. The Return & Refund request is made after the order has shipped.
The supplier has 15 business days to process the request after the buyer submits it.
If the supplier fails to process (accept or reject) the refund request within 15 business days, Pup Land will refund the order.
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 5 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 7 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 7 business days of buyer's refund request, or redeliver within 7 business days of the request.
4. Wrong Recipient Information
If the buyer puts wrong recipient information on an order, the buyer should contact the supplier via "Contact Seller" or contact Pup Land customer service to request the supplier update the order with the correct recipient information.
Please note the recipient information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 5 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 7 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Pup Land, the supplier should check the proof and give a response within 7 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Pup Land is not showing the problem clearly, the proof is invalid, and the supplier/Pup Land has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Pup Land, the proof checking time shall not more than 7 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 5 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redeliver within 7 business days of proof approval. Please note suppliers have the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
If Pup Land verifies the tracking number is wrong, and the supplier fails to provide the correct one within 7 business days, Pup Land will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 12 business days after label created showing on logistic website, and the buyer applies for a refund, Pup Land requires supplier refund order within 5 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 15 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Pup Land requires supplier refund order within 5 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through the Contact Us page or contact the supplier through their Pup Land account with the order "Contact Message" option to solve the goods or logistics issue.
Pup Land will try its best to assist buyers in these special circumstances in a timely manner. After notifying Pup Land, Buyers should expect a decision from Pup Land on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Pup Land to help deal with the after-sale issues.
