Refund policy

Our Promise to You

Your satisfaction and your dog’s happiness are our top priorities. We stand behind the quality of our products and want you to shop with confidence. If for any reason you’re not completely satisfied with your purchase, we’re here to make it right.

Return Window

You have 30 days from the date of delivery to return items for a refund or exchange. This gives you enough time to try our products with your dog and ensure they are the right fit.

Return Eligibility

Acceptable Returns

To be eligible for a return, items must meet the following conditions:

Products must be unused, unwashed, and in their original condition
Original packaging, tags, and labels must be intact
Items must not show signs of use or wear
All accessories and components must be included

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Used or opened products that have been in contact with your pet
Personalized or custom-made items
Sale or clearance items marked as final sale
Items damaged through misuse or normal wear

How to Initiate a Return

Step 1 – Contact Us

Before sending anything back, please contact us at:

Email: hello.dogenrichmentco@gmail.com
Please include your order number, the item or items you wish to return, and the reason for the return.

Step 2 – Receive Authorization

We will provide you with a Return Authorization Number along with instructions on where to send your return. Please include this authorization number with your return package.

Step 3 – Package Your Return

Carefully package the item or items in their original packaging if possible. Include a copy of your order confirmation or packing slip and clearly write the Return Authorization Number on the outside of the package.

Step 4 – Ship Your Return

Ship the package to the address we provide. We recommend using a tracked shipping service and keeping your receipt, as we cannot be responsible for returns lost in transit.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

The item received was incorrect
The item arrived damaged or defective
We made an error in fulfilling your order

In these cases, we will provide a prepaid return label or reimburse the return shipping cost once the item is received.

Refund Processing

Inspection

Once we receive your return, our team will inspect the item or items to ensure they meet our return requirements. This usually takes 2 to 3 business days.

Refund Approval

If approved, refunds are processed within 5 to 7 business days. You will receive an email confirmation once the refund has been initiated.

Refund Method

Refunds are issued to the original payment method used for purchase. Depending on your bank or card provider, it may take an additional 5 to 10 business days for the refund to appear in your account.

Partial Refunds

Partial refunds may be issued in the following cases:

Items showing obvious signs of use
Items returned more than 30 days after delivery
Items missing original packaging or components

Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error. If free shipping was applied and a return causes the remaining order value to fall below the free shipping threshold, the original shipping cost may be deducted from the refund.

Exchanges

We want your dog to love our products. If you would like to exchange an item for a different size, color, or product, please follow the return process above and place a new order for the replacement item.

If the exchange is due to a defect or an error on our part, contact us and we will arrange a direct exchange without requiring a new order.

Damaged or Defective Items

Our Commitment

Quality is extremely important to us. While we carefully inspect all products before shipping, items may occasionally arrive damaged or defective.

What to Do

If you receive a damaged or defective item, please contact us within 7 days of delivery. Please provide:

Your order number
Clear photos showing the damage or defect
A brief description of the issue

Our Response

We will review your claim within 24 to 48 hours and offer one of the following solutions:

A replacement item shipped at no cost
A full refund including original shipping costs
Store credit for a future purchase, if preferred

You will not be required to return the damaged item unless we specifically request it for quality control purposes.

Warranty Information

All products come with an implicit warranty against manufacturing defects. If a product fails due to a manufacturing defect within 90 days of purchase, we will replace it or provide a full refund.

This warranty does not cover damage caused by misuse, normal wear and tear, or damage caused by pets.