Last Updated: September 1, 2026

At Pugoxy, customer satisfaction matters to us, and we want your experience shopping for loafers and sneakers to be a good one from start to finish. If something isn’t quite right with your order, here’s exactly how our return, exchange, and refund process works.

Return Window

You have 30 days from the date your order is delivered to request a return. Requests made after this window generally can’t be accepted.

What Qualifies for a Return

For a return to be approved, the item must meet all of the following:

  • Unused and in the same condition you received it
  • Returned in its original packaging
  • Complete with all original tags, labels, and accessories
  • Accompanied by valid proof of purchase, such as your order confirmation or receipt

Items that don’t meet these conditions may be sent back to you rather than accepted for return.

What’s Not Eligible for Return

We’re unable to accept returns in the following cases:

  • The item shows signs of wear, damage, or use after delivery
  • The item is missing its original packaging, tags, or accessories
  • The return request falls outside the 30-day window

Return Shipping and Fees

Because we offer free shipping with no restocking or handling fees, here’s how returns work on the shipping side:

  • Customers are responsible for arranging and covering the cost of return shipping
  • We don’t charge a restocking fee on approved returns
  • No hidden deductions are taken from your refund

How to Start a Return

  1. Reach out to our support team with your order number and the reason for your return
  2. Wait for approval and follow the return instructions we send you
  3. Repackage the item securely in its original packaging
  4. Ship the item back to us using a trackable shipping method of your choice

Returns sent without prior approval, or packaged improperly, may be declined.

Exchanges

We’re happy to offer exchanges. If you’d like a different size, style, or color, reach out to our support team with your order number and exchange request, and we’ll walk you through the process once your original item is received and inspected.

How Refunds Are Handled

Once we’ve received and inspected your returned item:

  • Refunds are processed within 7 business days
  • Your refund goes back to the original payment method used at checkout
  • You’ll receive a confirmation email once your refund has been issued
  • If it’s been longer than 7 business days and you haven’t seen your refund, reach out to us at support@pugoxy.shop

Received a Damaged, Defective, or Incorrect Item?

If something arrives damaged, defective, or isn’t what you ordered, let us know within 30 days of delivery. To help us resolve things quickly, please include:

  • Photos of the item as received
  • Photos of the original packaging
  • A photo of the shipping label

Depending on the situation, we’ll arrange a replacement or issue a full refund. If tracking shows a package as delivered but you haven’t received it, we’ll work with the carrier to look into it further.

Order Cancellations

Orders can be canceled before 5:00 PM Eastern Standard Time (New York) on the same day they were placed. Once an order has moved into processing or has shipped, it can no longer be canceled and would need to follow the return process above instead.

Questions About Your Return or Refund?

Pugoxy
322 W 22nd St, New York, NY 10011, USA
Phone: +1 (201) 618-2124
Email: support@pugoxy.shop

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: Closed
Sunday: Closed

Time Zone: Eastern Standard Time, GMT-05:00 (New York)