Refund Policy
Returns & Refunds
We want you and your dog to be happy with every Doglume order. If something isn't right, we're here to help.
Return window
You have 30 days from the date your order is delivered to request a return. Requests made after 30 days cannot be accepted.
Condition requirements
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging, with all accessories and included parts
- Accompanied by proof of purchase (order number or receipt)
For hygiene and safety reasons, we cannot accept returns on items that show signs of use on a pet, or on any product where sealed packaging has been opened, unless the item arrived damaged or defective.
How to start a return
Email us at customersupport@doglume.com with your order number and a short description of the issue. We'll reply with return instructions and the correct return address. Please do not send items back before contacting us — returns received without prior authorization may not be processed.
Return shipping costs
Customers are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit back to us.
If your item arrived damaged, defective, or incorrect, we cover the full cost of return shipping and will send a replacement or issue a full refund at no cost to you. Please email us within 7 days of delivery with photos of the item and its packaging.
Refunds
Once we receive and inspect your return, we'll notify you of the outcome by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.
If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us.
Exchanges
The fastest way to get a different item is to return the original for a refund and place a new order.
Cancellations
Orders can be cancelled for a full refund if the request reaches us before the order has shipped. Once an order has been dispatched, it must be handled through the return process above.
Questions
Email customersupport@doglume.com and we'll get back to you within 1–2 business days.