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Returns Policy

What is the return policy?

eDog Australia offers a 14 day money back guarantee and 12 months limited warranty on all products we sell. If you are not entirely satisfied with your purchase, you may be entitled to a refund. Follow the instructions below.

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.

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.

How do I return items?

Simply head to our resolution centre and lodge a dispute. If you need help with your product or would like to enquire about this process or any other matter we are here to hel. Feel free to call us on (08) 9470 1794.

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