Refund policy

Last updated: September 2025

1. Overview

At Dog Mind Co., your satisfaction matters. This policy defines the terms and procedures for returns, exchanges, and refunds for purchases made on www.dogmindco.com. By purchasing from us, you agree to the conditions below.

2. Quick Reference

Topic Details Timeframe
Return Window Item unused, unwashed, undamaged, in original packaging with all tags and proof of purchase. Within 30 days of delivery
Return Shipping Cost Our error (wrong/defective/damaged on arrival): prepaid label provided. Change of mind/size/preference: customer pays. Request within 30 days
Ship-Back Deadline After approval (RMA), send back with a tracked service and share the tracking code. Within 7 business days after approval
Exchange Issued via store credit after inspection; credit can be used to place a new order. New item ships within 5 business days after return is received
Refund Inspection (1–2 days) → Approval email → Refund within 5 days → Bank processing (2–7 days). Up to 15 business days after approval
Partial Refunds Up to 50% if the item arrives used, marked, missing parts, or not in original condition/packaging. Case-by-case after inspection
Non-Returnable Gift cards; items used or damaged not caused by carrier or factory defect. Not applicable
Lost/Damaged in Transit Replacement or full refund after carrier verification. Report within 7 days of delivery/ETA

3. 30-Day Return Eligibility

You may request a return within 30 days of delivery. The item must:

  • Be unused, unworn, unwashed, and free of odors, hair, or marks;
  • Include all accessories, manuals, tags, and original packaging in good condition;
  • Be accompanied by the order confirmation or invoice.

Returns that do not meet these conditions may be denied or subject to a partial refund.

4. How to Start a Return or Refund

Email hello@dogmindco.com within 30 days of delivery with:

  • Order number;
  • Item(s) to return or exchange;
  • Reason for the request;
  • Clear photos (required for incorrect, defective, or damaged items).

We will reply with return authorization and instructions. Do not ship items back without authorization (RMA).

5. Return Shipping Costs

  • Our responsibility (wrong item, manufacturing defect, damaged on arrival): we provide a prepaid return label or reimburse reasonable postage with receipt.
  • Customer responsibility (change of mind, size, color, compatibility, preference): customer pays return postage.

6. Return Shipping Instructions

After approval, ship the product within 7 business days to the address provided in your RMA email. Requirements:

  • Use protective packaging to avoid transit damage;
  • Use a tracked service and share the tracking number;
  • Products returned without tracking that are not delivered cannot be refunded.

7. Exchanges

Availability is confirmed before authorization. After we receive and inspect the returned item, we issue store credit equal to the product value (shipping fees, if any, are non-refundable). You may use the credit to place a new order. If the desired item is out of stock, you can select any available item.

Processing: new orders ship within 5 business days after we receive your return.

8. Refund Eligibility & Process

Refunds are issued only after we receive and inspect the return. Eligible items are refunded to the original payment method.

  • Inspection: 1–2 business days after delivery to our returns address;
  • Approval notice: sent by email;
  • Refund issuance: within 5 business days after approval;
  • Bank processing time: 2–7 business days (varies by provider).

If 15 business days have passed since approval and you have not received the refund, contact us.

9. Partial Refunds or Denials

We may provide a partial refund (up to 50%) or deny the return if the product is returned used, marked, altered, missing components, or without original packaging/tags not attributable to carrier damage or manufacturing defect.

10. Sale and Promotional Items

Items purchased on sale or during promotions are eligible for return, exchange, or refund under the same conditions as regular-priced items.

11. Non-Returnable / Non-Refundable Items

  • Gift cards;
  • Items not in original condition or missing parts due to reasons not caused by us or the carrier.

12. Refund Method

Refunds are processed to the original payment method used at checkout. We do not issue refunds to alternative accounts, cash, or prepaid cards.

13. International Returns

  • International customers follow the same steps above;
  • For incorrect/defective/damaged items, we provide return assistance;
  • For other cases, the customer covers return postage;
  • Mark the parcel as “Returned Merchandise” to avoid import charges. Fees charged by customs are the customer’s responsibility.

14. Lost or Damaged Orders

Report damage or loss within 7 days of delivery or the carrier’s estimated delivery date. After verification with the carrier, we will send a replacement at no cost or issue a full refund.

15. Contact Us

Questions about returns, refunds, or exchanges:

  • Email: hello@dogmindco.com
  • Phone: +61 455 501 175
  • Address: 7 Russell Road, Gaven 4211, Gold Coast – Queensland, Australia
  • Business Hours: Monday to Friday, 7:00 AM – 5:00 PM (AEST)