MyDog’N’More aims to provide up to date product information, as provided to us by the product manufacturer. This information is intended as a guide only. Product images are indicative of the appearance and the product delivered may vary slightly. In particular colours on a screen can appear different in real life and in different lighting situations.
Sometimes we understand you may need to return or exchange an item.
Here is our returns & exchange policy to help you through the process.
What we will accept as an eligible return or exchange:
- We will accept a return or exchange of items that arrives damaged/defected.
- Item(s) must be in the condition that you received it, unworn or unused, with tags. If you have the original packaging then this is also helpful.
- We will accept a return if the product is not the one which was ordered. If this happens please provide a photo to support your exchange request.
- We have a standard 14-day return policy*, which means you have 14 calendar days after your item is delivered to your address or PO BOX to inspect it and request a return or exchange.
- You’ll also need the receipt or other acceptable proof of purchase.
- The refund amount will be the amount that was paid for the item (excluding shipping costs).
*For some items we offer free return shipping. For those items you must contact us within 10 calendar days of your item being delivered so that we can organise return shipping and a refund. Look for the free return shipping option in the product description. The above condiations and below notes still apply.
Other important notes:
- We will not agree to a return or refund of products that your pet(s) destroy or damage or that have been damaged by some other method not of our doing. Whilst our products are designed for pets, if you have a pet that is particularly destructive then we recommend you choose specialised products designed to suit more intensive pet use.
- We will not agree to a return if you simply changed your mind or because an item is not the right size (Please use product descriptions and sizing guides to avoid disappointment). However, we like to keep our customers happy, so if you still feel there are reasonable grounds, then please contact us and we may be able to offer shipping out of another product or size at a significantly discounted rate or for you to return the product and receive a partial refund.
- Return shipping and any associated shipping insurance costs is at the buyers expense. Unless the product you are shipping is unusually heavy (>20kg) or large (>1 cubic metre) or unless the product has free return shipping specified in the product description*.
Process for a return
To start a return, you can contact us at firstname.lastname@example.org with details of:
- your order number or acceptable proof of purchase
- the issue and reason for the return
- Attaching photos of the item is also a good idea.
If your return request is accepted, you will be provided with a shipping address for return of the item
During busy periods it may take upto 72 hours for us to respond to your email, so please be patient. If you haven't heard back from us within a reasonable timeframe then please check that you used the correct email address and also check your junk or spam mailbox.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Taking photos at this time is a great idea.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food or treats), gift cards and custom products, such as special orders or personalized items (unless they arrive damaged or ar incorrect).
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund to you. Also note that some payment methods will incur fees and these are buyer responsibility.
Our contact details
We want happy customers and genuinely want hear about your issues or concerns, so please contact us for any return questions at email@example.com