Refund policy

Cake Policy & Refund Guidelines

At Pupshoppe, we take pride in crafting fresh, pet-friendly cakes for your furry companions. To ensure transparency and set clear expectations, please review our policy on handling, delivery, and refunds before placing an order.

1. Freshness & Ingredients

  • All cakes are freshly made and decorated daily using pet-safe ingredients.
  • Our cakes contain no sugar, artificial preservatives, or additives commonly found in human cakes.
  • Because of this, they may not have the same scent, texture, or appearance as cakes made for humans.

2. Handling & Delivery Responsibility

  • Customers book their own delivery service (e.g., Lalamove, Grab) and are responsible for choosing a reliable option.
  • Pupshoppe is not responsible for handling during transit. We do our best to secure cakes (e.g., using support sticks), but we cannot control:
    • How the rider handles the package
    • Whether the rider makes other stops before delivering your order
    • Delays due to third-party services

Once the order leaves our shop, the condition of the cake is the responsibility of the customer and the chosen delivery service.

3. Storage & Consumption

  • Cakes are meant to be consumed within 1-2 days and must be refrigerated if not eaten immediately.
  • Improper storage (e.g., leaving it outside, exposing it to heat) can affect the cake’s quality.
  • If refrigerated, allow the cake to sit at room temperature for a few minutes before serving for the best texture.

4. Spoiled Cake Claims & Refunds

If you believe your cake is spoiled, follow these steps:

  1. Report the issue within 12 hours of receiving the cake.
  2. Provide clear photos/videos showing the issue.
  3. If needed, return the cake for inspection (shipping fee to be shouldered by the customer).
  4. If the cake is confirmed spoiled upon inspection, we will offer:
    • A refund, replacement, or discount voucher depending on the severity.

Refunds & Replacements Will NOT Be Issued For:

❌ A dog’s personal taste preference
❌ Incorrect storage after pickup/delivery
❌ Natural variations in color, texture, or scent
❌ Claims without clear proof (photos/videos)
❌ False claims – If an inspected cake is found to be in good condition, no refund or replacement will be given.

5. Return & Disposal Policy

  • Any returned cakes will be automatically discarded and will not be given back to the customer.
  • Depending on the condition, cakes will either be:
    ✅ Properly disposed of or
    ✅ Donated to street dogs if still safe for consumption.

6. Right to Refuse Service

Pupshoppe reserves the right to refuse service to anyone who:

  • Engages in dishonest or fraudulent claims.
  • Repeatedly violates our policies.
  • Displays rude, abusive, or disrespectful behavior toward our team or business.
  • Attempts to take advantage of our refund policies.

7. Policy Agreement

By placing an order with Pupshoppe, you acknowledge and agree to this policy. We appreciate your understanding and support in ensuring the best experience for all our furry customers! ❤️🐶

📌 For any concerns, message us on Instagram.