Return or Refund
Returns
Our policy lasts 2 days from the date of receipt of your ordered items at your registered premise. If 2 days have gone by since your receipt of your ordered items, unfortunately we can’t offer you a return and exchange of the ordered items.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempted from being returned or exchange as follows:
- perishable goods such as food, flowers, newspapers or magazines,
- products that are intimate,
- sanitary goods,
- hazardous materials or flammable liquids or gases,
- gift cards
- health and personal care items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturing factory address.
To initiate your return or exchange filing, we require the following documentation:
- a receipt or proof of purchase,
- 3-dimension photos which serve as evidence that the products are being received by you in faulty conditions in its original packaging.
Please scan your proof of purchase documentation and the photos of faulty products to general.drcanines@hotmail.com for our further investigation.
Once your return claim is received, we will reply you an email acknowledgement within 1 working day and the subsequent investigation will take between 3 – 7 working days. Upon concluding our investigation, we will notify you via email of the approval or rejection of your return claim.
If your return claim is approved, we will advise you the address of returning the faulty products and rearrange the delivery of new products (same type and variant as your initial order) to you.
Kindly take note that while we provide free international shipment for new products, you may have to bear the postal cost of returning the faulty products to us.
Refund (If applicable)
Our policy lasts 32 days. If 32 days have gone by since your purchase date, unfortunately we can’t offer you a refund.
Please take note that only products which are found to be faulty upon the time of receipt at the stated destination address are eligible for a refund.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods excluded under the refund policy are as follows:
- perishable goods such as food, flowers, newspapers or magazines,
- products that are intimate,
- sanitary goods,
- hazardous materials or flammable liquids or gases,
- gift cards
- health and personal care items.
To initiate your refund, we require the following documentation:
- a receipt or proof of purchase,
- 3-dimension photos which serve as evidence that the products are being received by you in faulty conditions in its original packaging.
Please scan your proof of purchase documentation and the photos of faulty products to general.drcanines@hotmail.com for our further investigation.
Once your refund claim is received, we will reply you an email acknowledgement within 1 working day and the subsequent investigation will take between 3 – 7 working days. Upon concluding our investigation, we will notify you via email of the approval or rejection of your refund claim.
If your refund claim is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days to be informed.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at general.drcanines@hotmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.