Return & Refund Policy

This Return & Refund Policy is applicable to the original purchaser of a Dogily product only.

I CHANGE MY MIND

If you are not entirely satisfied and would like a refund or exchange, you can return our products by sending them back to us within 30 days (additional 15 days will be granted for APO/ FPO addresses. For other specific cases, Dogily reserves the right of the final decision) of when you have received them, provided they are in an original resalable condition (unused and in their original packaging). The customer must provide the receipt or invoice as received when the order was placed directly from Dogily. This Policy is not applicable to the situation which the customer has opened the products and they are not in an original resalable condition.

If you decide to return the product, please contact our Customer Service team at support@dogily.com to find out how to send them back to our nearest warehouse. Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return. Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

We will process your refund after we receive and inspect the returned products. The refund process will take up to 30 business days to complete.

If the product remains in a resalable condition, we will issue the reimbursement for the amount you paid for the products (excluding the shipping cost, which cannot be credited). Please note that returned products that are damaged, used or not in their original packaging or condition will not be accepted.

DAMAGED OR DEFECTIVE ITEMS

If you have received damaged or defective items, you are advised to provide the details (including photos, your order details and your contact) to our Customer Service team within 30 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly!

MISSING OR INCORRECT ITEMS

We are sorry if there is something missing/ incorrect in the package! We understand receiving complete and correct orders is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

Please contact our Customer Service team with photos showing all the items that you have received (so we can confirm the item that is missing) within 14 days of when you received the items, so we can organise replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly!

Other Issues

If you encounter any other issues with or reactions to our products, please provide details and our Customer Service team will get to you at once. Except as outlined in this Policy, we do not accept returns or provide refunds for dissatisfaction with our products. 

RETURN EXCEPTIONS

Our standard return policies do not apply to all items. Below are items that cannot be returned and cannot be refunded:

• Contest winnings and free promotional items.
• Dogily products sold by unauthorized sellers. We are unable to control the quality of Dogily products sold by unauthorized sellers.
• Dogily withholds the right to refuse excessive return order requests.
• Dogily replacement orders.
   

Dogily Customer Service Team
Email: support@dogily.com