Refund Policy

Thank you for shopping at dogudse.com. We want you to be fully satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting refunds on products purchased through our website. By placing an order with us, you agree to comply with the terms set forth below.

1. Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria:

The refund request is submitted within 30 calendar days from the date your order is delivered.
The product is returned in its original, unused, and undamaged condition, with all original packaging, tags, and accessories intact (unless the product was received defective, damaged, or incorrect).
You provide valid proof of purchase, including your order number and a copy of your order confirmation email or receipt.

The following items are not eligible for refunds under any circumstances:

Final sale items (clearly marked as "Final Sale" on the product page).
Custom-made or personalized products (tailored to your specific requests).
Consumable products (e.g., grooming supplies, supplements) whose seals have been broken or that have been used.
Products that have been damaged, tampered with, or modified by the user beyond normal inspection.
Digital products or services (once accessed or downloaded).

2. Valid Reasons for Refunds

We will approve refunds for the following valid reasons, provided all eligibility criteria are met:

Defective or Damaged Products: The product is non-functional, has manufacturing defects, or was damaged during shipping (photos/videos of the defect/damage are required for verification).
Wrong Product Shipped: You received an item that does not match the product you ordered (proof of the incorrect item is required).
Missing Items: An item from your order was not included in the shipment (order confirmation and delivery package photos are required).
Product Misrepresentation: The product received does not match the description, specifications, or images displayed on our website.

3. Refund Request Process

To request a refund, please follow these steps:

Contact Our Support Team: Send an email to info@dogudse.com within the 30-day eligibility period. Include the following information in your email:
1. Your full name and contact information (email address and phone number).
2. Your order number and the date of purchase.
3. A detailed description of the reason for your refund request.
4. Compelling evidence to support your request (e.g., photos, videos, or detailed descriptions of defective/damaged/wrong items).
Request Review: Our support team will review your refund request within 3 business days. We will notify you via email to confirm whether your request is approved or denied. If denied, we will provide a clear explanation of the reason.
Product Return (If Required): If your refund is approved and requires returning the product, we will send you a prepaid return label and detailed return instructions via email. You must securely package the product and ship it back to us within 7 business days of receiving the return label. Failure to return the product within this timeframe may result in your refund being revoked.
Refund Processing: Once we receive and inspect the returned product (to verify it meets eligibility criteria), we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase. Please note that processing times may vary depending on your bank or credit card issuer, and it may take 3-5 additional business days for the refund to appear in your account.

4. Return Shipping Responsibilities

For eligible refund requests (e.g., defective, wrong item, or misrepresented product), we will provide a prepaid return label at no cost to you. You are responsible for: Securely packaging the product to prevent damage during return shipping.Attaching the provided return label to the package.Shipping the product back to us within the 7-day window specified in our approval email.

If you fail to return the product within the specified timeframe, or if the returned product is damaged, used, or missing original packaging/tags, we reserve the right to deny your refund or deduct a restocking fee (up to 20% of the product price) from your refund amount.

5. Partial Refunds

In some cases, we may issue a partial refund instead of a full refund. This includes, but is not limited to: Products returned with minor damage to packaging (but the product itself is unused and undamaged).Products that are missing non-essential accessories (e.g., extra tags, dust bags).Orders where only part of the items are eligible for a refund (the remaining items are kept by the user).

If a partial refund is applicable, we will notify you of the refund amount and the reason for the partial deduction before processing.

6. Shipping and Handling Fees

Original shipping and handling fees are non-refundable, unless the refund is due to our error (e.g., wrong product shipped, defective product, missing item). In such cases, we will refund the full purchase price plus the original shipping and handling fees.

7. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. When we make changes, we will update the "Effective Date" at the top of this page and post the revised policy on our website. Your continued use of our website and services after the revised policy is posted constitutes your acceptance of the changes. We encourage you to review this policy periodically for updates.

8. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our support team at info@dogudse.com. We aim to respond to all inquiries within 48 business hours (Monday to Friday).

Company Name: MULTIBUILD TRADING CO., LIMITED

Registration Address: UNIT 2, 27/F., WU CHUNG HOUSE, 213 QUEEN'S RD EAST, WAN CHAI HONG KONG