Refund policy

1. Overview

At Dogeez we want you—and your pet—to love what you ordered.

If something isn’t right, we’ll do our best to make it right. This policy explains how returns, refunds, and exchanges work for orders placed on our website.

2. 14-Day Returns or Exchanges

You may return or exchange most items within 14 days of delivery, for any reason.

 

Please note:

Please ensure correct sizing before purchase. Dog beds cannot be returned once used.

3. Conditions for Returns

To be eligible for a return, items must be:

  • Unused and in original condition
  • Clean and free from pet hair, odours, stains, or damage
  • Returned with original packaging (where possible)
  • Accompanied by proof of purchase

4. Pet Product Hygiene (Important)

Because our products are used by pets, we have to be strict on hygiene:

  • Items that have been used by a pet cannot be returned, unless they are defective
  • This includes dog beds with:
    • Hair
    • Stains or odours
    • Signs of use
    • Washing
    • General damages caused by chewing or scratching

We know this can be inconvenient, but it ensures every customer receives a clean, high-quality product.

5. Product Quality & Durability

Our products are designed for everyday pet use and made to last. If a product becomes defective within the first 6 months after purchase, we’ll arrange collection at our cost and offer:

  • A replacement
  • A repair (where applicable)
  • Or a full refund

 

That said, returns or refunds won’t apply to:

  • Damage caused by aggressive chewing, scratching or destruction
  • Misuse or improper care
  • Normal wear and tear over time

Example:

·        Stitching coming loose under normal use → covered

·        A bed torn apart by chewing → not covered

9. How to Request a Return

To request a return:

  1. Email info@dogeez.co.za
  2. Include:
    • Your order number
    • Reason for return
    • Photos of the product
  3. We’ll guide you through the next steps

6. Return Shipping

  • For returns or exchanges that are not due to a defect or error:
    • Return shipping is the customer’s responsibility
    • For exchanges, a restocking fee may apply
  • For defective, damaged, or incorrect items:
    • We cover all return costs within South Africa

7. Refunds

  • Refunds are processed once returned items have been received and inspected
  • Refunds are issued via the original payment method
  • Please allow 3–10 business days for processing

Delivery fees are non-refundable unless the return is due to our error.

10. Fair Use

We aim to be as fair and flexible as possible. However, we may refuse returns where:

  • Items show signs of use (especially by pets)
  • The policy is being misused

Final Note

We’re here to help. If you’re unsure about sizing, suitability, or anything else before ordering, feel free to reach out—we’d much rather help you choose the right product the first time.