Returns

30-day returns

You can request a return within 30 days of receiving your Pupmigo bag. Email greyfoxcommerce@fastmail.com with your order number and the item you would like to return. We will provide return instructions and the correct return address.

For our voluntary 30-day change-of-mind policy, items should be unused and in their original condition, with any supplied tags. Please keep packaging where possible. You pay return postage for change-of-mind returns. No restocking fee applies.

Faulty, damaged or incorrect items

Contact us if your order arrives damaged, is faulty or is not what you ordered. Photos can help us resolve the issue, but do not replace your statutory rights. Where we are responsible, we cover reasonable return postage and provide the remedy required by law, including a refund, repair or replacement as applicable.

Refunds

Refunds are made to your original payment method. We process them within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may need additional time to display the credit.

UK and EU cancellation rights

Where distance-selling cancellation rights apply, you may notify us within 14 days after delivery and have a further 14 days to send the goods back. You may inspect goods as you would in a shop. Any deduction for diminished value will only be made where legally permitted. Standard outbound delivery charges are refunded when required by law. These rights are not restricted by the conditions of our voluntary 30-day policy.

How to cancel

Email greyfoxcommerce@fastmail.com with a clear statement that you wish to cancel. You may use: I wish to cancel my order for [item], ordered on [date], received on [date]. Order number: [number]. Name and address: [details]. Date: [date].

Pupmigo, 202 Kings Road, Reading RG1 4NN, United Kingdom. Please contact us before returning an item so we can provide the appropriate return address. Your statutory rights remain unaffected.

Bundle return windows

The change-of-mind return window is 30 days from delivery as standard, 60 days with a two-backpack bundle, and 90 days with a three-backpack bundle. Customers buying one backpack can optionally purchase the 90-Day Return Window upgrade. One benefit covers all Pupmigo backpacks in the same order.

The extension changes the deadline only. The same return conditions and change-of-mind return postage responsibilities apply. Statutory rights are unaffected.