Returns Policy

🔄 Return Policy

Last Updated: November 26, 2025

At Jonathan Falcon Enterprises LLC, operating pupillow.com, your satisfaction is our priority. If your order does not meet your expectations, here is our process for returns.

1. Return Timeframe and Conditions

Eligible items may be returned within 30 days of the delivery date, provided they meet the following criteria:

• The product must be in its original, unused condition (e.g., unopened packaging, no signs of wear).
• All original tags, labels, and packaging must be intact.
• Proof of purchase (order number or receipt) must be included.

Refunds are issued to the original payment method after the returned item passes inspection. Please note that shipping fees are non-refundable.

2. Valid Reasons for Return/Exchange

We accept returns or exchanges for items that resulted from an error on the part of pupillow.com or Jonathan Falcon Enterprises LLC:

• Manufacturing Defects: Product arrives with structural flaws or unexpected defects.
• Shipping Damage: Items damaged during transit.
• Order Error: Incorrect item, size (if our error), or color was shipped.
• Customization Errors (Our Fault): Printing or embroidery errors made by us (e.g., misaligned text, wrong spelling not matching the customer’s submitted request).

3. Non-Returnable Scenarios

We cannot accept returns or issue refunds for items under the following circumstances, as these are typically related to customer error:

• Buyer’s Remorse or Change of Mind.
• Incorrect Personalization/Customization: Errors in spelling, text, or design submitted by the customer at checkout.
• Incorrect Size or Variant Choice: Customer selected the wrong size, color, or style (please review size charts carefully before ordering).
• Damage Due to Misuse or Improper Care (e.g., not following washing instructions).

4. How to Initiate a Return

1. Contact Support: To initiate a return, please email us at support@pupillow.com.
2. Provide Details: Include your order number and clear photographic evidence documenting the defect or error (if applicable).
3. Authorization: If your return is approved based on the reasons listed in Section 2, we will provide you with shipping instructions.

Jonathan Falcon Enterprises LLC is located at 20606 Broadsky Dr, Katy, TX 77449, United States.