Returns & Exchanges


Our policy lasts 14 days. If 14 days have gone by since your receipt of your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery 

Refunds - Colour 

Colours may differ based on the device you're viewing the website on. As such, we will not provide a refund based on a change of colour or the colour not being as you expected. 

Refunds - Wrong Size

To be eligible for a return for the wrong size, there must be proof that a Poofy representative provided you the recommendation based on the needs provided.

If you have placed your order just using the example breed and not measuring your dog, unfortunately a refund will not be processed. The purchaser is liable for measuring their dog and referencing the size chart on the website to ensure the correct size is ordered. 

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] 

Lost or Stolen Packages

Poofy is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Poofy will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 

St. Adress: Christou Lada 37
City: Kifisia
Post Code: 14562
Country: Greece
Name: ViralPassion
Floor: Basement Floor


To return your product, you should mail your product to:  

St. Adress: Christou Lada 37
City: Kifisia
Post Code: 14562
Country: Greece
Name: ViralPassion
Floor: Basement Floor

We will be responsible for paying for your own shipping costs for returning your item. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.