Return & Refund Policy

At DogPlanet™, we want you and your dog to be happy with your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, exchanges, refunds, and defective products.

1. Returns

If you change your mind about your purchase, you may request a return within 7 days of receiving your order, provided that:

• The product is unused and in its original condition.
• The product is returned in its original packaging.
• All accessories, manuals, and included items are returned.
• The product shows no signs of wear, damage, or misuse.

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise required by law.

2. Defective or Faulty Products

If a product arrives defective, damaged, or does not function as intended under normal use, please contact us as soon as possible and provide:

• Your order number.
• A description of the issue.
• Clear photos or videos showing the defect.

When a product is confirmed to be defective, we may, in accordance with applicable South African consumer laws:

• Repair the product;
• Replace the product; or
• Provide a refund.

3. Products Damaged During Delivery

If your order arrives visibly damaged, please notify us within 48 hours of delivery and provide photographic evidence of the damage and packaging.

We will investigate the matter and provide an appropriate resolution.

4. Non-Returnable Items

The following items may not be eligible for return:

• Products showing signs of misuse, abuse, neglect, or unauthorized modifications.
• Products damaged due to improper use or failure to follow care instructions.
• Products returned without original packaging where the packaging is necessary to resell the item.
• Clearance, sale, or promotional items where permitted by law.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the original payment method where possible.

Please allow 5–10 business days for refunds to appear in your account, depending on your payment provider.

Original shipping charges are generally non-refundable unless the return is due to our error, a defective product, or where otherwise required by law.

6. Exchanges

We may offer exchanges for:

• Incorrect sizes;
• Defective products;
• Products received in error.

Exchange requests are subject to stock availability.

7. Incorrect Shipping Information

Customers are responsible for ensuring shipping information is accurate at checkout.

DogPlanet™ is not responsible for delays, losses, or additional costs resulting from incorrect shipping details provided by the customer.

8. Return Shipping

Returned products must be securely packaged to prevent damage during transit.

We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

9. Consumer Rights

Nothing in this policy limits, excludes, or replaces any rights that consumers may have under applicable South African consumer protection laws, including the Consumer Protection Act, 2008.

10. Contact Us

For return, refund, or exchange requests, please contact:

DogPlanet™
Email: dogplanetza@gmail.com
Website: DogPlanet