What is our return policy?
eDog Australia offers a 30 day money back guarantee* and 12 months limited warranty on all products we sell! Follow the instructions below.
How do I return items?
Please contact us using the following online support portal
If you are having issues simply get in touch with our friendly team, 1300 815 313 or firstname.lastname@example.org
What should I do if my product arrives damaged, faulty or defective?
We are so sorry, this is a very rare occurrence at eDog!
All of our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitle to a replacement or refund for a major failure/ damaged of a product delivered to your doorstep.All shipping costs of returning items will be at eDog Pty Ltd’s expense.
To being the process of returning your item, we will need to receive it back within its original packaging, this is so we can return it to the original supplier or manufacture. This processing time can take longer due to the additional steps required and the third party involvement. Before we can offer replacements, we need to allow the appropriate third party to assess and advise on the item in question. Any warranty will be VOID if any damage to the item is caused by buyer's mis-operation.
A Product Fault Claim can only be processed if the fault or damage is over and above normal and natural “Wear And Tear” conditions of the product. eDog Pty Ltd reserves the right to either replace item, provide a refund on item or a store credit.
How soon will I get my refund?
Your refund will be processed as soon as your purchase has been received and inspected by our quality assurance team and it is confirmed that it fits within our Return Policy. This quality check can take up to 2 business days. Once the return has been approved, it can take up to 3 business days for the refund to be made by eDog Pty Ltd to your account.
Can I exchange a product?
Yes, if the product exchanged is in line with our Return Policy. You must have your original invoice/ receipt for our verification purposes. Customers are responsible for all shipping costs associated with returning goods for refund, credit or exchange under this circumstance.
Change of mind.
If it is a change of mind and is outside of the 30 day period we will offer a refund but with a 20% re-stocking fee. Customers are responsible for all shipping costs associated with returning goods for refund, credit or exchange under this circumstance.
*excludes some products and will be noted in the product disclaimer.