Refunds and Replacements Policy

 

 

Order cancellation

We apologize that we do not process order cancellation once we have verified your payment otherwise we will immediately process your order!

 

WE APOLOGIZE THAT WE ARE NOT PROCESSING RETURNS FOR ANY REASONS! PLEASE DO NOT SEND YOUR PURCHASES BACK TO US/ MANUFACTURER’S ADDRESS UNLESS WE AUTHORIZE YOU TO DO!

 

Refunds

  • Your satisfaction is our #1 priority. Therefore, you can request  FULL REFUNDS for your ordered products if:

  • You do not receive them within the guaranteed time 45 business days( including business processing time) since we have verified your payment.

  • IF WE DO NOT HAVE SUFFICIENT PRODUCT STOCK AFTER YOU PAY YOUR ORDER ,WE WILL GIVE YOU FULL REFUNDS FOR THE STATED ITEMS

 

Replacements

  • When you receive original products with wrong description/damaged and defected items/not satisfied with the items that caused by our mistake, feel free to contact us by submitting  proof of shipment to support@mydogsmate.com.   After we approve your request, We will give you an exchange of the same new products as stated in the invoice for FREE or partial refunds

Note: Proof of shipment requirements( your order invoice, original products packaging images right after you have received the package and the images of the product after opening the package from every angle(top, bottom, left, right, center and must be unused). Please make sure that your images are clear and not blurry( <2MegaBytes per image)

Please note that We DO NOT issue refunds and replacements if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
  • Unauthorized charges made to your bank account
  • you do not send us proof of shipment
  • You are proven to be intentionally/ unintentionally damage and defect the products on your side and it is not caused by our fault.
  • You choose the wrong products description that is not caused by our mistake example (size, color, material, additional information) 
  • Your product has been used by your side

*You can submit refunds and replacements requests within 15 business days after the guaranteed period for delivery (45 businessdays) has expired, after your payment is verified. You can do it by sending a message on Contact Us page OR contact us by WhatsApp with proof of shipment. We will process your request as soon as possible!

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