Refund policy

Commission Deposit

A residence is commissioned with a Commission Deposit. You may request a full refund of the Commission Deposit within ninety (90) days of purchase. Once your commission releases to the workshop and building begins, it is non-refundable.

After the refund window

After ninety (90) days, the Commission Deposit is non-refundable, but it converts to a credit toward your commission that does not expire.

Residence Credit

A Residence Credit can be added to a Commission Deposit, in any amount from C$250 or US$200 up to the price of the residence. It can be used only toward a PupHut residence, and it stays with the household on record.

The person who paid for it may request a full refund within ninety (90) days of purchase. After ninety (90) days it is non-refundable, but it remains a credit toward the residence that does not expire. Once the commission releases to the workshop and building begins, it is part of the price.

The Resident's Key

The Resident's Key ships as a gift accompanying your Commission Deposit and is not sold separately, so there is no separate charge to refund.

For customers in the United States

PupHut ships to the United States on a delivered-duty-paid basis, and orders delivered to a US address are held to United States law. For these orders, our terms are governed by the laws of the State of Delaware and applicable US federal law, and any dispute is heard in the courts of Delaware. This does not set aside any consumer-protection right your home state gives you that cannot be waived.

A commission is made to order for one dog and one home. Once your residence releases to the workshop, it is final sale. You will receive a dated notice at that moment. Before then, your three-business-day change window and your full-refund right stand.

If we ever cannot meet the delivery timing we gave you, we will write to you with a new date or the option of a full refund, and we will not hold you to a longer wait without your agreement.

If you change your mind, or if we decline

If you change your mind inside your three-business-day change window, your first payment comes back in full. Your Commission Deposit follows its own rule above, refunded in full within ninety (90) days of purchase, and a credit after that.

The Atelier reviews every commission before the workshop begins. If we decline a commission, everything you have paid comes back in full, the Commission Deposit included, however long ago it was placed.

The Bespoke Design Fee

On the Bespoke Path, the Bespoke Design Fee opens the drawing work. If you go ahead, it comes off the price of your residence. If you do not, the Atelier keeps it, because the drawing work is done.

How to request a refund

Write to atelier@puphut.ca with your order details.