Refund Policy

1Eligibility

We want every family to end up with the right puppy, and we'd rather make a refund process straightforward than trap anyone in a bad fit. A refund request is eligible under any of the following circumstances:

• A licensed vet exam within 72 hours of pickup finds a condition traceable to us as the breeder, per our Health Guarantee
• A hereditary condition is diagnosed and documented within the first 12 months, per the Genetic & Hereditary Conditions section of our Health Guarantee
• The placement isn't working out within the first 30 days, per our Satisfaction Guarantee below
• The puppy is returned to us in the same general health condition it left in, travel/incident-related issues excluded

2The Process

330-Day Satisfaction Guarantee

If bonding simply isn't happening within the first 30 days despite genuine effort — a mismatch in energy level, an unexpected allergy in the household, or a living situation that turns out not to suit a puppy — we offer a full refund upon the puppy's return. We'd always rather a puppy come back to us than end up somewhere unplanned or in a shelter, so please talk to us before the situation feels desperate. In many cases we can offer guidance that resolves the issue without a return at all.

4Refund, Replacement, or Credit

Once a refund request is approved, you're not limited to a single outcome. Most buyers choose one of three paths: a full monetary refund of the puppy price (delivery fees already spent on completed transport are generally non-refundable, since that service was already rendered), a replacement puppy from a current or upcoming litter at no additional cost, or account credit toward a future puppy if you'd like to try again once timing is better. We'll walk through which makes the most sense for your situation.

5Return Shipping Logistics

If a return is approved, we cover the cost of getting the puppy safely back to us, using the same care standards described in our Delivery Options — a puppy is never simply put on a truck or plane without a responsible party arranging the trip. We'll coordinate timing directly with you and confirm every detail before anything is booked.

6Deposits & Reservation Fees

Deposits paid under the Reservation Before Pickup option are credited toward your final total and are treated like any other partial payment if a refund is later approved under this policy. However, if a buyer simply changes their mind and withdraws after a specific puppy has already been matched, held, and taken off the market on their behalf, the reservation deposit is generally non-refundable — holding a puppy means turning away other interested families during that time. That said, we always try to find a fair solution first, including applying the deposit to a different available puppy; reach out and talk to us before assuming the worst.

7How Long Refunds Take

Once a refund is approved and the puppy (if applicable) has been returned, monetary refunds are typically processed within 5–7 business days using the original payment method where possible. Replacement puppies are matched as soon as a suitable puppy from the current or next litter is available, which may mean a short wait if timing doesn't align with an existing litter.

8Exceptions

Refunds do not apply to conditions arising from lack of supervision, improper care, or incidents after pickup unrelated to a pre-existing condition, in line with the Safety & Supervision and Ongoing Care Standards clauses of the Sales Agreement. Deposits under the Reservation Before Pickup option are non-refundable if the buyer withdraws after a specific puppy has been matched and held on their behalf, as described above. We also cannot process a refund for a puppy that has already been rehomed, sold, or transferred to a third party without our prior written approval, per the Ownership Transfers clause of the Sales Agreement.