Refund Policy
When a refund applies, when it does not, and how deposits work. Written to sit alongside our health guarantee, not to contradict it.
Please read this refund policy before you place a deposit. Nothing in it is hidden, and nothing changes after you have paid.
How deposits work under this refund policy
A deposit reserves a specific puppy and takes them off the market for every other family. That is why it carries conditions.
| Situation | Your deposit |
|---|---|
| You change your mind | Not refunded |
| An upheld health guarantee claim | Refunded in full |
| The puppy becomes unavailable through no fault of yours | Refunded in full |
| We cannot fulfil the agreement | Refunded in full |
Plenty of breeders keep the deposit whatever happens. We do not. If a puppy reached you with a condition it was born with, keeping your deposit would not be fair.
Refunds under the 14-day health guarantee
Most refunds happen this way. If a licensed veterinarian diagnoses a covered condition within 14 days of your puppy arriving, you are refunded.
- The full purchase price of the puppy is refunded
- Your deposit is refunded
- We pay the return transport to bring the puppy back to us
- The puppy is returned before the refund is paid
- Payment is made within 14 days of your request
The original delivery fee and your own 72-hour veterinary examination are not refunded. The full health guarantee terms are published here — what is covered, what is not, and what you need to do. This refund policy does not override them.
Some states have puppy purchase protection laws giving buyers statutory rights beyond anything a breeder offers. Where your state gives you more, that law applies as well as this refund policy, not instead of it. Check your state here.
Other situations where a refund applies
- The puppy you reserved becomes unavailable through circumstances outside your control
- We are unable to fulfil the purchase agreement for any reason
In both cases everything you have paid us is returned, including the deposit and any delivery fee already paid — no puppy travelled, so there is nothing to charge for.
What this refund policy does not cover
Being clear about the limits is what makes the rest of it mean something.
- A change of mind after purchase
- Family or personal circumstances changing
- Allergies discovered after the puppy arrives, or landlord restrictions
- Illness or injury caused by accident, neglect or improper care after delivery
- Delays caused by weather, airlines or other circumstances beyond our control
- The original delivery fee on a health guarantee claim — the journey was made and paid for
Allergies and tenancy rules are the two most common reasons families ask to cancel, and both are knowable in advance. Ask your landlord and spend an hour around a Yorkie before you pay a deposit. We would far rather you did that than lose money.
Replacement instead of a refund
Where a health guarantee claim is upheld, some families would rather have another puppy than their money back. If you would prefer that, say so — we can offer another available puppy of equal value instead of a refund, by agreement. The choice is yours, not ours.
How to request a refund
Call us first
Ring (865) 392-0079 or email info@susanayorkiepuppies.com. If it is a health claim, do this inside the 14 days.
Send the documentation
For a health claim, a licensed veterinarian’s written diagnosis dated inside the window. We ask for it in writing so both sides have a clear record.
We arrange the return
For an upheld claim the puppy comes back to us and we pay the transport.
Payment within 14 days
Your refund is paid within 14 days of the request.
Questions about this refund policy
Is my deposit ever refundable?
Yes. It is refunded in full on an upheld health guarantee claim, or if the puppy becomes unavailable through no fault of yours. It is not refunded if you change your mind.
How long do refunds take?
Payment is made within 14 days of your request, once any returned puppy is back with us.
Do I get the delivery cost back?
No. The purchase price and deposit are refunded; the original delivery fee is not.
Who pays to send the puppy back?
We do, on an upheld health guarantee claim.
What if my landlord will not allow the puppy?
That is not covered by this refund policy. Please check before you reserve — we will happily wait while you do.
Can I have a different puppy instead?
Where a claim is upheld, yes, by agreement. Tell us which you would prefer.
Ask before you pay, not after
If anything in this refund policy is unclear, call us and ask. We would rather spend ten minutes on the phone than have you commit to something you are unsure about.