Refund policy

 

Refunds & Replacements Policy

Claims for Misprinted/Damaged/Defective Items

Customers must submit claims for misprinted, damaged, or defective items within 30 days of receiving the product. For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed as errors on our part will be covered at our expense, and the items will be either replaced or fully refunded.

If you or your customers notice an issue with the products or anything in the order that seems out of place, please contact our customer support team with a photograph and a brief explanation of the problem. We will review the issue and notify you of the approval or rejection of a replacement/refund. If approved and a replacement is required, a new order will be shipped within 3 business days. For refunds, a credit will be automatically applied to your credit card or original payment method within a few working days.

Replacement/Refund Exemptions

Dog Depot will not grant refunds, credit, or replace products in the following cases:

  • Wrong Address: If the customer provides an address that is considered insufficient by the courier, the shipment will be returned to our facility. The customer will be liable for reshipment costs once we have confirmed an updated address with you.

  • Unclaimed: Shipments that go unclaimed are returned to our facility, and the customer will be liable for the cost of reshipment.

  • Buyer's Remorse: We do not refund orders for buyer’s remorse.

  • Rejected by Customs: If a package is returned due to customs rejection, Dog Depot will not issue a refund. It is the customer’s responsibility to understand import regulations in their respective countries and to pay any necessary customs fees.

  • Order Cancellation: If you wish to cancel the order while it is still in the status "Accepted", but the product has already been prepared by the fulfillment team, we will not be able to cancel and refund the order.

Late or Missing Refunds

If you haven’t received a refund yet, first check your Dog Depot customer profile. If you specifically requested a cash refund, contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank as there is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please get in touch with our customer support team for assistance.

Language and Governing Law

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.