Refund & Return Policy
Refund & Return Policy
Last updated: August 10, 2026
At Cher Pup, we want every pet and pet parent to love their purchase. If you are not completely satisfied with your order, we are here to help.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.
To be eligible for a return:
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The item must be in its original condition.
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The item must be unused and unworn.
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The product must include original packaging and tags (if applicable).
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You must provide proof of purchase or order information.
Due to hygiene considerations, pet accessories that have been used, worn, washed, or damaged after delivery may not be eligible for return.
How to Start a Return
To request a return, please contact our customer support team:
Please include:
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Order number
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Reason for return
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Photos of the product (if applicable)
Our team will review your request and provide return instructions if your return is approved.
Please do not send items back before receiving return approval from our support team.
Return Shipping
Customers may be responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
If the return is approved, we will provide instructions on where and how to return your item.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
We will review the situation and work to provide a suitable solution.
Handmade Product Notice
Many Cher Pup products are carefully handcrafted in small batches.
Because of the handmade nature of our products, slight variations in stitching, patterns, or details may occur. These small differences are part of the uniqueness of handmade products and are not considered defects.
Exchanges
If you would like to exchange an item, the fastest option is usually to return the original item (if eligible) and place a new order for the desired product.
Please contact our support team before starting an exchange.
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 processed to your original payment method within 10 business days.
Please note that banks and payment providers may require additional time to complete the refund process.
If you have not received your refund after 15 business days from approval, please contact us:
Contact Us
For any return or refund questions, please contact:
Cher Pup
Operated by CHER ATELIER LIMITED
