Sometimes we understand you may need to return an item.
A returns request will be accepted within 14 days*. Which means you have 14 days from the day of your item is delivered to your address or PO BOX to inspect it and request a return or exchange.
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 of items that arrive damaged/defected or for products that are different to those ordered.
The refund amount will be the amount that was paid for the item (excluding shipping costs).
We accept exchange request if you change your mind or if the product is the wrong size or fit.
The returned purchases can be exchanged for another product or a store credit only.
To request 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 48 hours for us to respond to your email. 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 folder.
*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 conditions 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.
- 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*.
- Product images are indicative of the appearance and in particular colours on a screen can appear different in real life and in different lighting situations. In purchasing from MyDogNMore, you accept that there may be a slight variation between the actual colour and the representation on our website.
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).