Returns & Warranty

Reporting Damaged Items

We understand that sometimes packages may show signs of wear during transit.  Here's what to do if your package appears damaged upon arrival:

  1. Do Not Refuse Delivery: Please accept the package even if it looks damaged. We often use careful internal packaging to protect the items inside. Refusing delivery may delay the replacement process.
  2. Document the Damage: Take clear photos or videos of the damaged packaging, including the box and the contents. This will help us expedite a replacement.
  3. Keep Everything: Retain all original packaging materials until your claim is resolved. We cannot replace damaged items without the original packaging.
  4. Contact Us Quickly: If you notice any damage, please email us at support@pupupula.com within 3 days of delivery. We'll work promptly to resolve the issue.

Important Note: We cannot replace damaged items if they are not reported within 3 days or are not in their original packaging. If a delivery is refused due to reported damage, but upon inspection the items are found undamaged, you may be responsible for any return shipping costs incurred.

Benefits of Our Approach: By documenting the damage and keeping the original packaging, we can often send replacement parts instead of entire items. This helps to minimize waste and expedite the resolution process for you.

Flexible Returns

At PUPUPULA, we understand that sometimes things don't work out as planned. That's why we offer a hassle-free return policy for your non-promotional items and purchases.

Return Window: Here's a breakdown of our return window based on your location.

Mainland China orders: Up to 7 days from delivery
All other orders: Up to 14 days from delivery

Eligible Returns: To qualify for a full refund, your returned item must meet the following criteria:

  • Unused and in its original condition
  • In the original packaging
  • Accompanied by a valid proof of purchase (Order Number)

Important Note: PUPUPULA reserves the right to accept or reject any return requests based on the condition of the returned item.

Processing Your Return

  1. Initiate Your Return: Before returning your item, kindly email us at support@pupupula.com within the designated window (7 days for Mainland China, 14 days for all other orders). Unsolicited returns will not be accepted.
  2. Securely Package and Ship: Once approved, pack your item securely in its original packaging and ship it to the address provided in our response email. Please note that for flexible change-of-mind returns, return shipping costs will be borne by the customer.
  3. Return Inspection and Processing: Upon receiving your return, we will thoroughly inspect the item. You will receive an email notification regarding the approval status of your return.
  4. Refunds: If your return is approved, a full refund will be issued using the same method of payment as your original purchase. Please note that shipping costs associated with the return will not be refunded.
    Protecting Your Return:

For returns exceeding USD 50, we highly recommend using a trackable shipping service or purchasing shipping insurance. PUPUPULA cannot be held responsible for items lost during return transit. This return policy does not apply to damaged items caused by misuse, abuse, or regular wear and tear.

1-Year Limited Warranty

Built to Last: At PUPUPULA, we stand behind the quality and craftsmanship of our products. That's why we offer a comprehensive 1-year limited warranty for the original purchaser, providing you with peace of mind.

What's Covered:

Manufacturing Defects

This warranty covers defects in materials and workmanship for a period of one year from the date of purchase. 

Warranty Service: Repair or Replacement

PUPUPULA will cover the cost of repairing or replacing defective parts, including reasonable labor rates and shipping costs to and from our facility for the first year.

What's Not Covered:

  • Modifications & Third-Party Repairs: This warranty excludes products modified or repaired by the purchaser or a third party.
  • Improper Use & Assembly: Defects caused by improper assembly, misuse, or abuse are not covered.
  • Normal Wear & Tear: The warranty extends to manufacturing defects, not natural wear and tear over time.
  • Accidental Damage: Damages caused by impact, scratches, or exposure to harsh elements are not covered.
  • Natural Variations: Natural wood grain variations, minor wood cracks, slight color changes over time, and slight bending due to temperature and humidity fluctuations are considered natural characteristics and are not covered by the warranty.

Hassle-Free Warranty Support

If you warranty services (hopefully never), simply email us at support@pupupula.com with photos or videos showcasing the problem. Our friendly customer support team will be happy to assist you!

Important Note: This warranty is exclusive to the original purchaser with valid proof of purchase. It covers the cost of parts and labor for repairs within the warranty period. Shipping costs from your location to PUPUPULA are covered by us. Outside the 1-year warranty period, you will be responsible for all replacement costs, labor, packaging, and shipping charges.

Our little tip: For extended product life and optimal performance, we recommend proper care and maintenance of your PUPUPULA products. Please refer to our product care instructions to ensure years of enjoyment.