At Big Pup Energy, we want you to be happy with your order. Because many of our physical products are made to order, we have a simple 7-day return policy for eligible physical items.
1. Standard Physical Products
You have 7 days after receiving your order to contact us if you would like to request a return.
To be eligible, the item must be unused, unworn, and in its original condition and packaging. You must also provide your order number or proof of purchase.
Before sending anything back, please contact us at hello@shopbigpupenergy.com to request return approval. Items returned without prior approval may not be accepted.
Return eligibility does not apply to personalized or custom products, digital products, or items that are damaged or altered after delivery.
2. Custom & Personalized Products
Because custom and personalized products are made specifically for you, they are not eligible for returns or refunds due to change of mind, incorrect selections, or incorrect personalization details provided by the customer.
However, if your personalized item arrives damaged, defective, or with an error caused by us, please contact us and we will work to make it right.
3. Digital Products
Digital products, including our digital guides and downloadable PDF products, are digital products only. No physical product will be shipped.
Because digital products are delivered electronically, they are not eligible for returns or refunds due to change of mind after purchase or after the digital product has been downloaded.
If you experience a problem with your digital download, such as a broken download link or a file that cannot be accessed, please contact us at hello@shopbigpupenergy.com and we will help resolve the issue.
4. Damaged, Defective, or Incorrect Orders
Please check your order when it arrives.
If you receive a damaged, defective, or incorrect physical item, contact us at hello@shopbigpupenergy.com as soon as possible with:
Your order number
A description of the issue
Clear photos of the item
If the issue is confirmed, we may offer a replacement or refund, depending on the situation.
For personalized products, this also applies when the item contains an error caused by Big Pup Energy.
5. Non-Returnable Items
The following are generally not eligible for return:
Custom or personalized products
Digital products
Items that have been worn, used, or damaged after delivery
Gift cards
Sale or promotional items, where applicable
6. Refunds
Once an eligible physical return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow your bank or payment provider additional time to process the refund.
Refunds for damaged, defective, or incorrect orders will be handled based on the individual situation.
7. European Union Customers
If applicable under EU consumer protection laws, customers in the European Union may have a 14-day right to cancel certain purchases. This statutory right may not apply to personalized or custom-made products where an applicable legal exception applies.
8. Contact Us
For any questions about returns or refunds, please contact:
