Refund policy
At Dear Dog, we take great care to ensure every product is of the highest quality before it leaves us. We encourage you to carefully read each product description, ingredients, sizing information, and usage guidelines before placing your order. If you're unsure whether a product is right for your dog, we're always happy to help before you purchase.
Change of Mind
Due to the nature of our pet care products, we do not accept returns or exchanges for change of mind, incorrect purchases, or if a product is not suitable for your dog. This policy is in place for hygiene and safety reasons and helps ensure every dog receives products that are un-used and safe.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or you have received the incorrect item, please contact us within 14 days of delivery so we can quickly make it right!
Refund/Return Process
1. Please email support@deardognz.com with:
- Your order number.
- A description of the issue.
- Clear photos of the damaged, faulty, or incorrect item.
2. Once we receive your return request, we will provide you with further instructions, and we'll offer either:
- A replacement product (subject to availability)
- A full refund to your original payment method.
Approved refunds will be processed to your original payment method. Please allow 3–5 business days for the refund to appear in your account after it has been processed.
Return Shipping
If a return is required for a damaged, faulty, or incorrect item, we will provide return instructions. Where the item is confirmed to be faulty or incorrect, Dear Dog will cover any reasonable return shipping costs.
More Questions?
If you have any questions about our Refund & Returns Policy or need help choosing the right product before ordering, we'd love to help. Fill out our contact form or email: 📧 support@deardognz.com
