Refund policy
You have 30 days to request a return, counted from the day your order is delivered. Once 30 days have passed since delivery, we're unable to offer a refund or exchange.
Return shipping
Our warehouse is located overseas, so the cost of sending an item back is paid by the customer. We'll give you the return address once your request is approved. We recommend a tracked shipping service, because we can't issue a refund for a return that doesn't reach us.
To qualify for a refund
- Your return request reaches us within 30 days of delivery
- The item hasn't been used
- Any item sold in sealed packaging is still sealed
- The item is in its original condition and packaging
- The item is returned complete, with all parts and accessories included
Items we can't accept for a change-of-mind return
- Sale or discounted items
- Items that have been used, damaged or are incomplete
- Items delivered more than 30 days ago
- Items returned without their original packaging
Returns that don't meet these requirements won't be processed and may be sent back to you at your cost.
Faulty or damaged items
If your item arrives faulty or damaged, email us within 7 days of delivery with your order number and clear photos of the problem, and we'll work out the next step with you.
How to start a return
- Email support@thedogdepot.co with your order number and the reason for your return.
- Wait for our approval and the return address. Please don't send an item back before it's approved.
- Send the item back using a tracked service.
- Once we've received and inspected your return, approved refunds go back to your original payment method within 10 business days.
This policy is in addition to any rights you have under the law.