Return and Refund Policy

Last updated: 19 June 2026

Thank you for shopping with PupQuest.

We want you to be happy with your order. If there is a problem, please contact us and we will do our best to help.

14-Day Return Right

Customers in Malta and the EU have the right to cancel and return an online order within 14 days from the day the order is delivered.

You do not need to give a reason for returning the item within this period.

To request a return, please contact us at:

storkmt90@gmail.com

Please include your order number and the email address used to place the order.

Return Conditions

To return an item, it should be:

• In good condition
• Clean and unused
• In its original packaging where possible
• Returned with any accessories or parts included in the order

For hygiene and safety reasons, items that have been used, damaged by the customer, or returned in an unsuitable condition may not be accepted, unless the item is faulty.

Return Shipping Cost

For change-of-mind returns, the customer is responsible for the return delivery cost.

If the item is faulty, damaged, wrong, or incomplete, PupQuest will help resolve the issue and may cover the return or replacement delivery cost where required.

Damaged, Faulty, or Wrong Items

Please check your order when it arrives.

If your item is damaged, faulty, wrong, or incomplete, please contact us as soon as possible at:

storkmt90@gmail.com

Please include:

• Your order number
• A short explanation of the issue
• Clear photos of the item and packaging

We will review the issue and offer a suitable solution, such as a replacement, repair, or refund where applicable.

Refunds

Once your return is received and checked, we will let you know if the refund has been approved.

If approved, the refund will be sent back to your original payment method.

Refunds are usually processed within 14 days after we receive the returned item or proof that the item has been sent back.

Please note that your bank or payment provider may take extra time to show the refund in your account.

Exchanges

If you need an exchange, please contact us at:

storkmt90@gmail.com

Exchanges depend on product availability.

Pre-Orders

If you cancel a pre-order before it has been shipped, please contact us and we will review the cancellation request.

If the pre-order has already been shipped, the normal return process applies.

Non-Returnable Items

We may not accept returns for:

• Items that have been used
• Items damaged by the customer
• Items not returned in a clean or suitable condition
• Items missing parts or accessories
• Personalised or custom-made items, if offered in the future

This does not affect your legal rights if an item is faulty, damaged, or not as described.

Contact Us

For returns, refunds, or order problems, please contact us at:

storkmt90@gmail.com