Return Policy

WHAT IS THE RETURN POLICY?

If you selected a wrong size or make a wrong selection, you may be entitled to a refund under our wrong selection returns policy. Simply follow the steps explained in this section. 

RETURN INSTRUCTIONS

  • Before you email our customer service, please ensure to include your order number and name in the email.
  • You will be instructed on how pack the items into the original parcel, with the original packaging and all the labels/hangtags are still attached.
  • Then return the parcel to dutydog address as instructed on the reply of your email.

HERE ARE A FEW THINGS WE NEED YOU TO KEEP IN MIND.

 

Following these instructions will help to get your funds back into your account as soon as possible.

 

  • We need you to book in a separate return for each order number.
  • We only accept returns under our wrong selection returns policy within the 30 day return period. If a return older than 30 days reaches our warehouse cannot accept the returned items and cannot give a refund under our returns policy. Our returns policy does not apply to dog leashes. . This Return Policy applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986
  • We are unable to refund the initial shipping cost of your order (all orders over $140 qualify for free shipping)
  • To return under our wrong selection returns policy, the product must not be used and in its original condition.
  • www.dutydog.co.nz accept a exchange of products. If you wish to exchange a product.
  • Please allow up to 28 days for your return to be processed.

 

PLEASE NOTE:

 

  • Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. We therefore need to allow at least 14 days receiving and processing your return.
  • We will notify you via e-mail once we have received and processed the returned product(s). Once the return has been approved, it takes 1-2 days for the refund to be made by dutydog to your payment provider.
  • This Return Policy applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are imposed by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

 

WHAT IS YOUR RETURNS/EXCHANGE PERIOD?

We can only accept returns under our wrong selection returns policy within a 30 Day return period. If a return older than 30 days reaches our warehouse, dutydog cannot accept the returned items and cannot give a refund under our  returns policy. 

 

WHEN WILL I GET MY REFUND?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 28 days, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by duty dog to your payment services provider (for example your credit card supplier).

 

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. For further information please feel free to call our online shop customer service team (number at the bottom of the page) and let the advisor know the details of your order and / or about your open question.

Which Items are included in the exchange policy?

Products eligible for exchange: Dog cages, Dog Crates, Pet Cages, Or any other product comes in more than one size.

For further assistance please contact us on Dutydognz@gmail.com