Refund Policy

Returns & Refunds Policy

We value clarity and fairness. This policy explains when returns, exchanges, and refunds apply, and how to get help quickly.

Why This Policy Matters

  • Builds trust & transparency: you know exactly how returns and refunds work.
  • Reduces disputes & chargebacks: clear rules protect everyone.
  • Compliant with platforms: visible policy required by major e-commerce platforms.
  • Sets expectations upfront: what qualifies, who covers shipping, and timelines.

Warranty & Time Windows

Manufacturing defect warranty: 30 days from delivery.

When you contact us What we do
Day 0–3 from delivery Identical replacement at no cost. If out of stock, refund to original payment method.
Day 4–7 Exchange for another product or store credit (gift card) for the amount paid.
Day 8–30 Store credit (gift card) or exchange for another product.
After 30 days We cannot process requests.

Initial defect notification must include invoice and photos/video of the issue.

Eligibility for Returns & Exchanges

  • Item must be unused, with tags attached and in its original packaging, in perfect condition.
  • No returns/exchanges for wear & tear, misuse, items that are wet, broken, dirty, or missing tags.
  • Final sale/clearance and personalized items: non-returnable unless defective.
  • If it was a gift, we can issue a gift card to the gift recipient once the return is approved.

Food & Hygiene Exceptions

Natural food cannot be returned if the package was opened or if the cold chain was not maintained. We can replace or refund only when the food arrives damaged or incorrect (wrong item shipped).

Return Shipping Costs

  • The customer ships the item for inspection (prepaid).
  • If we confirm a manufacturing defect, we cover the shipping of the replacement.
  • We do not accept cash-on-delivery returns.

How to Start a Return

  1. Message us on WhatsApp +506 8800 0378 or email ventas@mydoggiefood.com.
  2. Include your order number, a brief description, and photos/videos of the issue.
  3. We’ll provide an RMA and the return address.
  4. Once received and validated, we’ll issue the replacement, refund, or gift card according to the time window above.

Refunds to the original payment method typically appear within 5–10 business days after approval (bank/issuer timelines may vary).

Questions?

We’re here to help. Contact ventas@mydoggiefood.com or WhatsApp +506 8800 0378.