BackReturn Policy


  • What is our return policy?  
  • How do I return (part of) my order?  
  • When will I get my refund?  
  • Can I exchange a product?  
  • What should I do if my product arrives damaged or defective?


What is the return policy?

We have 14 day money back guarantee and 12 months limited warranty.  

Please Click Here For More Details


How do I return (part of) my order? 

If you are not entirely satisfied with your purchase, you may be entitled to a refund. Simply follow the steps explained in this section.


Step 1:

Please go to the return form page by clicking the link below:


Step 2:

Please fill out your name and your contact details in the form below. 



*To find out the order ID of your purchase, please refer to the section that is shown in the example below from your order confirmation email. 


Step 3:

Please provide us with the product name, product code and reason(s) for return in the section below.

*To find the product name and product code, please refer to the section that shown below from your order confirmation email. 

Step 4:

Once you have completed the "Return and Refund" Form, please click sumbit to send the form to us. We will get back to you by email within 1-2 business days. 

*The email address that we will reply to will be the same email as you provided to us when you place the order. 



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 payment services provider (for example your credit card supplier).
  • Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.



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.



What should I do if my product arrives damaged or defective?

  • 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 under this circumstance.
  • In the first instance, we will need to receive the faulty item back for us to pass onto 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's misoperation.
  • 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.
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