Refunds, Returns & Exchanges
Desi’s Dog Shop – Return, Refund & Exchange Policy
Last Updated: [08/27/2025]
At Desi’s Dog Shop, we are committed to ensuring a fair and transparent experience for all our customers. Please read our return, refund, and exchange policy carefully before placing your order.
1. General Terms
1. By using Desi’s Dog Shop services, customers agree to all terms and conditions outlined in this policy.
2. This policy is subject to change at any time. Updates take effect immediately upon being published at desisdogshop.com.
3. If a customer does not agree with the terms, they must discontinue the use of our services immediately.
2. Cancellations
1. Before Shipping: Orders may be canceled before shipment by contacting us at desisdogshop.com/contact-us.
2. Custom/Pre-Order Items: Orders for customized, print-on-demand (POD), pre-order inventory, or video/photo services cannot be canceled once paid, as processing begins immediately.
3. Returns & Refund Requests
1. Customers must submit a return or refund request within 14 calendar days of delivery.
2. Requests must include:
-Order number
-Reason for return
-Photo or video evidence (if applicable)
3. Late requests may be denied at our discretion.
4. Return Eligibility
A. Accepted Returns
1. Returns are accepted for:
-Damaged or defective items
-Incorrect or missing products
-Orders not received due to shipping failure
B. Non-Returnable Items
1. Items returned without prior approval.
2. “Change of mind” or “buyer’s remorse” (unless accepted by our support team).
3. Orders with incorrect delivery information provided by the customer.
4. Items used, worn, or without original packaging.
C. Remorse Returns
1. In special cases, we may accept returns due to buyer's remorse. If accepted:
- A restocking and repackaging fee up to 35% of the total order value will be deducted.
-Return shipping will be the buyer’s responsibility.
5. Return Process
1. Contact us through our support form: desisdogshop.com/contact-us
2. Provide required evidence (photo, video, tracking details)
3. If return is approved, we will issue:
-A prepaid return label (if we are responsible)
-Instructions on how and where to send the item
4. Returned items must be sent within 10 days of approval. Items must be in original condition.
6. Refunds
When will I get my refund?
1. Refunds are processed within the following timeframes:
Condition | Refund Time |
Order canceled before shipment | Within 3 business days |
Damaged/incorrect item (with evidence) | Within 3 business days of return showing “in transit” |
Product not received (verified) | Within 3 business days of approval |
Order returned due to address issue | Within 3 business days of us receiving item |
2. Refunds will be issued to the original payment method.
3. Refunds are not issued for items returned without authorization.
7. Exchanges
1. If you receive a damaged or incorrect item and would prefer an exchange, we’ll ship a replacement within 5 business days of approving the request.
2. If the replacement item is out of stock, we will issue a full refund instead.
8. Shipping-Related Issues
A. Lost or Delayed Orders
1. If tracking shows no updates for 7+ business days, contact us to investigate.
2. If a package is in transit for over:
-45 days (USA)
-60 days (other countries)
-110 days (Brazil due to customs)
You may request a refund or redelivery.
B. Tracking Shows Delivered But Not Received
1. If tracking says “Delivered” but you didn’t receive your item:
-A non-delivery certificate from your local post office may be required.
2. Without documentation, we may be unable to issue a refund.
9. Damaged or Defective Items
1. We offer refunds or replacements for:
Issue | Resolution |
Product severely damaged | Full refund or replacement |
Partial damage (non-functional) | Partial refund or replacement part |
Minor cosmetic issues (e.g., small scratches) | Not eligible for return |
2. Evidence must include:
-Photos/videos clearly showing the damage
10. Incorrect or Missing Products
1. Wrong product received: Full refund or replacement
2. Missing parts (affects function): Replacement only
3. Missing parts (doesn’t affect function): Partial refund or replacement part
11. Address Errors
1. If you entered an incorrect address, you must contact the courier directly once the package is shipped.
2. If the order is returned to us in good condition:
-You may request a refund (minus shipping) or
-We can resend it at your expense
3. If the package cannot be returned, Desi’s Dog Shop is not liable.
12. Dispute Timeframes & Limitations
1. Refund or exchange requests must be submitted within 14 days of delivery.
2. Disputes based on false claims or lack of evidence may be rejected.
3. We do not accept disputes based on:
-Disliking the item
-Product “smell”
-Incorrect item ordered by the customer
-Deleted tracking records
-Refusal to clear customs
13. Special Circumstances
1. In the event of force majeure (natural disasters, epidemics, war, customs holds, etc.), Desi’s Dog Shop is not responsible for delays or losses caused by such events.
2. We will make reasonable efforts to resolve your concern in these scenarios. Please allow up to 2 weeks for a resolution.
14. Contact Us
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