Returns, Exchanges, Refunds and Other Dramas
First of all let us say that we're sorry that things didn't work out with your purchase. All of the information below is our standard return, exchange and faulty stuff policy and it sounds very official, which it is. That said, we are real people here so if you'd like to contact us directly about anything that's not covered here or is a bit outside the lines then please get in contact with us via our contact page.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. This means we cannot accept returns that have been worn (other than to check fit), washed, damaged or strained in any way, that smell (of dog, smoke or last nights curry), or are soiled with fur, mud or any other doggy-detritus.
To complete your return, we will need to know your order number. If you purchased your item from a third party reseller then please contact them directly regarding your refund/return or exchange.
There are certain situations where only partial refunds, if applicable, are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Additional non-returnable items:
- Gift cards
- Sale items
On behalf of your dog (whom is glad you chose something from D-fa-Dogs and decided against hand-knitting a jumper for him) and from all of us at D-fa-Dogs, thanks for shopping at our webstore.
We get it right most of the time but if in this case something has gone wrong, we will do everything we can to fix it. So, if you have any questions about your order you can contact us by email at any time via firstname.lastname@example.org or via our very handy contact us page.
If you need to exchange something for the same item, send us an email at email@example.com or via our contact us page and send your item to:
D-fa Dogs Magic Warehouse
Attention Jo The Magnificent
194 Gore Mataura Highway
R D 2
Replacements Due To Faults
We will replace items if they are defective or damaged. However items that have been modified or used in ways that are not fit for the purpose of the item will be replaced at our discretion once we have viewed the item.
We ask that if you do have a faulty item you help us to keep improving our quality by sending the item back to us and/or describing and photographing the fault for us to view.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and what will happen next. We need to make sure that the item is un-used and in original condition before we can accept the return for a refund.
If all is well, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 - 10 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or via our contact page.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
22 Mt Iron Drive
You are responsible for paying the shipping costs for returning your item and the shipping cost of your order is non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. The exception to this is if we have made other arrangements with you before your purchase.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you might like to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.