The Fine Print
Return & Refund Policy
Written plainly, published openly, and applied the same way for everyone. Read it before you reserve rather than after.
Our commitment
Returns for health reasons have been vanishingly rare, and we intend to keep it that way. But a policy that only exists when convenient is not a policy. Here is exactly what we do, in every circumstance, in writing.
Key timeframes
The policies
Refunds
Health-related. If your veterinary examination contradicts the health records we supplied, or the puppy is found unwell or diagnosed with a genetic defect, you are entitled to a full refund, issued within three to five business days.
Care concerns within 90 days. If you conclude within the first ninety days that you cannot give the puppy the care it needs, you may return the puppy for a full refund. We carry out a health examination before processing.
After 90 days. Refunds are no longer available for care-related returns — but we will still help you rehome responsibly, and we would always rather take a puppy back than see it advertised online.
Returns
Within 90 days. If you return the puppy because you are unable to provide care, you cover the cost of return transport.
After 90 days. Return transport remains your responsibility for care-related returns, and we will help you arrange it safely.
Health issues found early. If a veterinary check within the first seven days finds the puppy unwell or carrying a genetic defect, Evercrest Doxies covers the return transport in full.
Our record so far
We have never had a puppy returned for a genetic defect or health issue. The single return in our history came from an owner relocating abroad for work who could not find suitable care — and that puppy went on to a wonderful second home.
How to start a request
Four steps, and a real person reading at each one.
Contact us
We review
Health verification
Refund processed
Details worth knowing
Documentation we need
- Veterinary examination report — within seven days for health claims
- Two independent veterinary confirmations for genetic defect claims
- A written explanation for care-related returns
- Your original purchase documentation
Who pays for transport
- Health issue in the first 7 days: we cover it
- Care-related return, any time: the buyer covers it
- Either way, we help coordinate safe pet transport
Placement is the real protection
The most effective return policy is a match that never needed one. We screen families carefully, ask direct questions about time, travel and household, and are entirely willing to say no.
Life changes all the same — a job abroad, an illness, a family upheaval. When it does, we would far rather you called us than struggled alone. An Evercrest puppy can always come back to us.
Questions about any of this?
Ask before you reserve. We will answer plainly and put it in writing if you would like.
Contact Us