Our Promise
The Royal Shihtzu Refund & Rematch Policy
Bringing a puppy home is supposed to feel simple — a warm little shadow underfoot within a day or two. This is what we do on the rare occasion that simple doesn't happen right away.
Life shifts in ways no one plans for. A move comes together faster than expected. Someone in the household turns out to be more sensitive to pet dander than anyone realized. A lease changes its pet terms overnight. Sometimes, a family simply senses, honestly and without any need to justify it, that the timing isn't quite right.
Whatever the reason, reaching out to us about it should never feel like a difficult phone call to make. This policy exists to protect two things equally: your peace of mind, and the wellbeing of a puppy who has trusted us both.
Our Guiding Principle
- Guilt over a situation you didn't choose
- Confusing terms or legal fine print
- A puppy sent to a shelter or unfamiliar kennel
- A rushed, transactional conversation
- Your full situation heard out, first
- Plain, human explanations, every time
- A puppy welcomed straight back into our home
- As much time as the conversation needs
Two Paths Forward
The Rematch Exchange
Sometimes the puppy is wonderful, just not quite the right fit — more spirited than expected, or a coat that didn't suit the household after all. We'll personally help you find a better match from an available litter.
| Exchanges permitted | One |
| Replacement puppy value | Equal to or less than original |
| Matching process | Guided personally, by temperament & coat |
| Original puppy | Returns to our home, never rehomed elsewhere |
The Thoughtful Reimbursement
If an exchange isn't the right fit for your situation, a partial refund of the adoption fee can be arranged instead — discussed openly, with no hidden deductions.
| Amount determined by | Timing & individual circumstances |
| Hidden clauses | None — discussed upfront |
| Puppy's return | Directly back into our care |
| Conversation style | Direct, personal, no interrogation |
Why We Hold This Line
Shih Tzus are, by nature, one of the most people-attached breeds around — bred for centuries to stay close to their humans, not to work independently or roam. That closeness means real attachment forms fast, on both sides of the leash.
A puppy passed between homes without a clear plan can grow anxious or withdrawn in ways that follow them long after. This policy exists to prevent exactly that outcome. Being honest about a mismatch, early and without shame, is an act of care — and it gives that puppy a genuine shot at the right forever home.
How to Begin
Reach Out Promptly
Call, text, or email within the relevant window. "We need to talk about the puppy" is opening enough.
Tell Us What's Going On
Share what's changed and which path feels right. No need to over-explain — we're here to help, not to judge.
We Handle the Rest
Return travel is arranged personally, never as freight, or a local handoff is scheduled — and we stay in touch after.
Raising a Shih Tzu is a small, joyful kind of chaos — a shadow at your heels, hair in your morning coffee, devotion that seems too big for such a small dog. When circumstances shift unexpectedly, our involvement doesn't stop at the sale. We stay in it, because the outcome we actually care about is a settled, well-loved dog — not a closed transaction.
Not just a policy. A promise that no Royal Shihtzu ever faces uncertainty alone.