Refund Policy

At Dogicat.Shop, your satisfaction and that of your beloved furry friend are our top priorities. We stand behind the quality of our products and want you to be 100% satisfied with your purchase. If for any reason something isn’t quite right, we are committed to making it right through our straightforward refund policy.

Eligibility for Refund

To ensure a fair and efficient refund process, please review the following eligibility criteria:

  • Timeframe: You may request a refund or return within 14 days of the confirmed delivery date of your order. The delivery date is determined by the shipping carrier's tracking information.

  • Condition of Items: All returned items must be in their original, unused, unwashed, and undamaged condition. They must be returned in their original packaging, including all tags, labels, and accessories that came with the product. Any item that shows signs of use, wear, or damage not attributable to a defect will not be eligible for a refund.

  • Non-Returnable Items: For hygiene and safety reasons, we generally do not accept returns on certain categories of items unless they are defective or an error was made on our part. These include:

    • Perishable Goods: Such as certain treats or food items.

    • Personalized Items: Products that have been customized or engraved specifically for you or your pet.

    • Health and Personal Care Items: This includes grooming tools, supplements, or other products that could pose a hygiene risk if returned after use.

    • Gift Cards: Gift cards are non-refundable.

How to Request a Refund

Initiating a refund request is simple. Please follow these steps:

  1. Contact Us: Send an email to our dedicated support team at support@dogicat.shop.

  2. Provide Information: In your email, please include:

    • Your order number (e.g., #DGS12345).

    • A clear and concise reason for the return (e.g., "Item too small," "Received defective product," "Changed my mind").

    • If the item is defective or damaged, please attach photographs or a short video clearly showing the issue. This helps us expedite the process and improve our quality control.

  3. Await Instructions: Our customer service team will review your request and respond within 1-2 business days with detailed return instructions, including the return shipping address and any necessary return authorization. Please do not send items back before receiving these instructions, as this may delay your refund.

Refund Process

Once your return is received and inspected, we will proceed with the following steps:

  1. Inspection: Upon arrival, our team will carefully inspect the returned item(s) to ensure they meet the eligibility criteria outlined above.

  2. Notification: We will send you an email notification to confirm that we have received your returned item(s) and to inform you of the approval or rejection of your refund. If the item does not meet the return conditions, we will explain the reasons for rejection.

  3. Refund Issuance: If your refund is approved, it will be processed promptly. The refund amount will be credited to your original method of payment (e.g., credit card, PayPal account) within 5 to 10 business days. Please note that the exact timing for the refund to appear in your account may vary depending on your bank or payment provider.

  4. Partial Refunds: In certain situations, partial refunds may be granted (e.g., if items are not in their original condition, or missing parts not due to our error).

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

  • Our Error: If the return is a result of our error (e.g., you received a wrong item, a defective product, or an item that was damaged in transit), Dogicat.Shop will cover the cost of return shipping. We will provide you with a pre-paid shipping label or reimburse you for the shipping costs upon verification.

  • Customer Responsibility: For all other returns (e.g., change of mind, incorrect size ordered by the customer, or dislike of the product), the customer is responsible for the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.