What is our return policy?
eDog Australia offers a 30 day money back guarantee* and 12 months limited warranty on all products we sell! Please follow the instructions below:
How do I return items?
Please contact us using the online support portal:
http://support.edog.com.au/support/home
If you are having issues, simply get in touch with our friendly team, 1300 815 313 or email customersupport@edogaustralia.com.au
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 entitled to a replacement or refund for a major failure/ damage to a product delivered to your doorstep. Shipping costs of returned items will be at eDog Australia Pty Ltd’s expense.
To begin 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 manufacturer. 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 operating the product in a manner other than intended, or deliberate damage.
A Product Fault Claim can only be processed if the fault or damage is over and above the normal and natural “Wear And Tear” conditions of the product. eDog Pty Ltd reserves the right to either replace the item, provide a refund on the item, or issue 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 you change your mind, you can return any product purchased from us within 30 days of the date of purchase for a refund, exchange, or store credit of equivalent value. Change of mind returns must be in new and saleable condition, accompanied with proof of purchase and original packaging.
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.
