Refund Policy

Returns & Refund Policy

4.1 Non-defective returns ( e.g. ‘It doesn’t fit’ )

If you (for example):

• received an Item that doesn’t fit (even after you measured),
• had a change of heart about your purchase

If the product that you have bought is not defective and is exactly as described but you have changed your mind (Or it doesn’t fit), please contact us. Non-defective returns are accepted up to 14 days from delivery. Here are the steps we will take:

1. Please contact us.
2. Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
3. When the item(s) arrives at our factory, the parcel will be inspected. All item(s) must be in the original packaging, with the tags attached to it.
4. If the item(s) is still in acceptable condition (this determination is at our sole discretion, and please remember it must be unworn, with all the tags still attached), we issue a credit note to your ‘DogOnline.co.za wallet’ (i.e. store credit) equal to the value of the purchased items, excluding the return costs.
   • Your ‘DogOnline.co.za wallet’ balance is automatically applied towards your next purchase. If you didn’t create an account at checkout you’ll need to create one so we can credit you.
   • Store credit can be used to order anything on our website. To check your wallet balance login to your account area and go to the “My Wallet” area. DogOnline.co.za wallet credit is not transferable for cash.
   • If you have a ‘change of heart’ and change your mind within 7 days of delivery you have the right to a refund of the purchase price, however you will be charged return shipping.

4.2 Defective returns ( e.g. ‘It broke’ )

If you receive (for example):

• the wrong product (not what you ordered),
• a faulty product; it does not work in the way intended as described,
• items damaged in the mail,
• late shipment (see clause 4),

Defective returns are accepted until 6 months from delivery. Please note: If the item damage is deliberate, negligent or by accident, you will not be entitled to any reimbursement but instead be liable for the costs incurred in having such product returned to Dog On Line (PTY) LTD. and then redelivered to you. Here is how our returns process works:

1. Please contact us.
2. Upon getting the necessary details from you, our courier will be dispatched to collect from your pre-arranged address.
3. When the item(s) arrives at our factory, they will be inspected to see if they are defective.
   • If the item damage is deliberate, negligent or by accident, we will communicate this with you. However we are no under obligation to continue the return process. We may try to offer alternative repair options, but make no guarantees.
4. If there is genuine fault found with the item(s) (this determination is at our sole discretion), we issue a credit note to your ‘DogOnline.co.za wallet’ (i.e. store credit) equal to the value of the purchased items, excluding return shipping costs.
   • Your ‘DogOnline.co.za wallet’ balance is automatically applied towards your next purchase. If you didn’t create an account at checkout you’ll need to create one so we can credit you.
   • Store credit can be used to order anything on our website. To check your wallet balance login to your account area and go to the “My Wallet” area. DogOnline.co.za wallet credit is not transferable for cash.
   • You do have the right to a cash refund of the purchase price, however you will be charged return shipping.