Refund policy
Last updated: January 2026
1. Overview
At Dog Mind Co., your satisfaction is important to us. This policy explains how returns, exchanges, and refunds work for purchases made through our online store at www.dogmindco.com.
By placing an order with us, you agree to the terms outlined below.
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2. Quick Reference
Return Window
Item must be unused, undamaged, and in original packaging with proof of purchase.
Request within 30 days of delivery.
Return Shipping Cost
If the return is due to our error (wrong item, defective, or damaged on arrival), return shipping is covered by us.
If the return is due to change of mind, preference, size, or compatibility, return shipping is the customer’s responsibility.
Ship-Back Deadline
Items must be shipped using tracked shipping within 7 business days after approval.
Exchange
Exchanges are issued as store credit after inspection.
New orders placed with store credit ship within 5 business days.
Refund
Inspection, approval, and refund processing may take up to 15 business days after approval.
Partial Refunds
Up to 50% may be refunded if the item is returned used, incomplete, or not in original condition.
Non-Returnable Items
Gift cards and items not in original condition due to reasons not caused by us or the carrier.
Lost or Damaged in Transit
Replacement or full refund after carrier verification.
Must be reported within 7 days.
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3. 30-Day Return Eligibility
You may request a return within 30 days of delivery.
Returned items must:
• Be unused, unwashed, and free of marks, odors, or pet hair
• Include all accessories, manuals, tags, and original packaging
• Be accompanied by the order confirmation or invoice
Items that do not meet these conditions may be refused or partially refunded.
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4. How to Start a Return or Refund
To request a return or refund, contact us at:
Email: hello@dogmindco.com
Please include:
• Your order number
• The item(s) you wish to return or exchange
• The reason for the request
• Clear photos (required for damaged, defective, or incorrect items)
Do not send items back without approval.
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5. Return Shipping Costs
If the item is incorrect, defective, or damaged on arrival, we will cover return shipping or reimburse reasonable postage.
If the return is due to change of mind, preference, size, or compatibility, return shipping costs are the customer’s responsibility.
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6. Return Shipping Instructions
Once approved:
• Ship the item within 7 business days
• Use secure packaging to prevent damage
• Use a tracked shipping service and share the tracking number
Returns without tracking that cannot be confirmed as delivered may not be refunded.
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7. Exchanges
Exchanges are handled via store credit.
After we receive and inspect the returned item:
• Store credit equal to the product value is issued
• Credit can be used to place a new order
• Shipping fees are non-refundable
New orders placed with store credit ship within 5 business days, subject to stock availability.
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8. Refund Eligibility & Process
Refunds are issued only after the returned item is received and inspected.
Inspection takes 1–2 business days.
Once approved, refunds are issued within 5 business days.
Bank processing may take an additional 2–7 business days.
If 15 business days have passed since approval and you have not received your refund, please contact us.
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9. Partial Refunds or Denials
Partial refunds (up to 50%) or denial may occur if an item is returned used, altered, missing components, or without original packaging, unless caused by manufacturing or transit issues.
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10. Sale and Promotional Items
Sale and promotional items follow the same return and refund rules as regular-priced items.
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11. Non-Returnable Items
Gift cards and items not in original condition due to reasons not caused by us or the carrier.
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12. Refund Method
All refunds are issued to the original payment method used at checkout.
We do not issue refunds to alternative accounts, cash, or prepaid cards.
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13. International Returns
International customers follow the same return process.
If the item is defective or incorrect, we assist with returns.
For other cases, return shipping costs are the customer’s responsibility.
Returned parcels should be marked as “Returned Merchandise.”
Any customs fees charged by local authorities are the customer’s responsibility.
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14. Lost or Damaged Orders
If an order is lost or arrives damaged, report the issue within 7 days of delivery or the estimated delivery date.
After carrier verification, we will issue a replacement or a full refund.
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15. Contact Us
For 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)