Refund policy
Return and Refund Policy
Effective Date: September 22, 2026
1. Our Promise
At PupCruisers, we want you and your dog to love every adventure. If something isn't right with your order, we're here to help.
This Return & Refund Policy explains when products may be returned, exchanged, repaired, or refunded.
2. Return Eligibility
Unless otherwise stated, eligible physical products may be returned within 30 days of delivery. For orders delivered in multiple shipments, the 30-day return period for each physical product begins on the date that product is delivered.
To qualify for a standard return, items must:
- Be within the applicable return period.
- Be in new, unused condition unless otherwise authorized by PupCruisers.
- Include all original packaging, accessories, manuals, tools, and components.
- Not show signs of misuse, abuse, excessive wear, or unauthorized modification.
PupCruisers reserves the right to inspect returned items before approving a refund.
3. Ride Kits
PupCruisers Ride Kits are sold as a bundled purchase and may include a scooter and accessories fulfilled or delivered separately.
If you return a complete Ride Kit for a refund, all physical components originally included with the Ride Kit must be returned unless PupCruisers authorizes otherwise.
Missing, damaged, modified, or excessively worn components may result in a reduced refund or may affect return eligibility.
Receiving Ride Kit components in separate shipments does not make them separate purchases for purposes of returning the complete Ride Kit.
4. Electric Scooters
Electric scooters are subject to additional return conditions due to their size, shipping requirements, and manufacturer return requirements.
For a standard return, the scooter must be new and unused, must not have been modified, and must include the original packaging, accessories, manuals, tools, and components supplied with the scooter.
Assembly or inspection of the scooter does not automatically make it ineligible for return. However, riding or operating the scooter beyond what is reasonably necessary to inspect the product may be considered use and may affect return eligibility or the amount of any refund.
Scooters showing signs of riding or use, including tire wear, scratches, dirt, damage, excessive mileage, modification, missing components, or other signs of use may qualify for a reduced refund or may be ineligible for a standard return.
Return authorization must be obtained from PupCruisers before a scooter is shipped back. Do not return a scooter directly to the manufacturer unless specifically instructed to do so by PupCruisers.
Customers are responsible for safely packaging returned scooters and for applicable return shipping costs unless the return results from an incorrect shipment, shipping damage, confirmed defect, or another circumstance for which PupCruisers or the manufacturer has authorized otherwise.
5. Accessories
Unused accessories may generally be returned within the applicable return period. Accessories that have been used, damaged, altered, or are missing original components may not qualify for a full refund.
6. Non-Returnable Items
The following items are generally not eligible for return unless required by law:
- Digital downloads
- Ride Guides
- Gift cards
- Downloadable resources
- Personalized products
- Clearance or final sale items
- Opened consumable products, if offered in the future
7. Explorer Memberships
Explorer Membership fees are generally non-refundable after the membership has been activated.
Members may cancel future renewals at any time according to the applicable Membership Terms.
Any benefits already used may affect refund eligibility where permitted by law.
8. Event Registrations
Unless otherwise stated for a specific event, event registrations are non-refundable. Tickets may be transferable if permitted by the event organizer. Event cancellations initiated by PupCruisers may qualify for refunds or credits.
Separate event policies may apply to partner-hosted events.
9. Damaged, Incorrect, or Incomplete Orders
If you receive a damaged item, an incorrect item, or a shipment with missing components, please contact PupCruisers within 7 days of delivery.
Include your order number, a description of the issue, photos of the product, and photos of the packaging when applicable.
We will work with you to determine the appropriate resolution.
A shipping damage, incorrect-item, or missing-item claim is different from a standard return or a manufacturer warranty claim.
10. Manufacturer Warranty Claims
A product defect or mechanical issue that may qualify for manufacturer warranty coverage is different from a standard return.
Electric scooters sold through PupCruisers are covered by the applicable manufacturer warranty. PupCruisers does not provide a separate warranty on the electric scooter or replace, extend, or modify the manufacturer's warranty.
If you purchased your scooter through PupCruisers and believe you have a warranty issue, contact PupCruisers first. We will help you identify the appropriate next step and assist with the manufacturer warranty process when appropriate.
Warranty eligibility, coverage, repairs, replacement parts, replacements, and other remedies are determined under the applicable manufacturer warranty.
Please see our Warranty & Support Policy for additional information.
11. Return Authorization
Before returning any product, customers must obtain a Return Merchandise Authorization (RMA) or other return approval from PupCruisers.
Returns received without authorization may be refused or delayed.
12. Refund Processing
Approved refunds will be issued using the original payment method whenever possible.
Once processed by PupCruisers, financial institutions may require additional time before funds appear in your account.
Original shipping charges are generally non-refundable unless the return is the result of our error, shipping damage, a confirmed defect, or another circumstance approved by PupCruisers.
13. Return Shipping Costs
Unless otherwise required by law or covered under an approved manufacturer warranty claim, customers are responsible for return shipping costs.
PupCruisers may provide or coordinate prepaid shipping labels for approved warranty claims, damaged shipments, incorrect orders, or other authorized situations.
14. Exchanges
Where inventory allows, eligible products may be exchanged instead of refunded. Exchange requests are subject to product availability.
15. Refused Deliveries
Orders refused at delivery without prior authorization may be treated as standard returns. Any return shipping charges or carrier fees incurred may be deducted from the refund where permitted by law.
16. Fraud Prevention
PupCruisers reserves the right to deny returns or refunds involving repeated abuse of the return policy, fraudulent claims, products that have been intentionally damaged, unauthorized modifications, or missing components.
17. How to Start a Return
To request a return, contact PupCruisers with your order number, the reason for the return, and photos if applicable.
Our support team will guide you through the next steps. Do not ship a return until you have received return authorization and instructions.
18. Contact Us
For return or refund questions, please contact PupCruisers through our website at pupcruisers.com.
Our team is committed to making every reasonable effort to ensure you have a positive experience with PupCruisers.