Refund policy
We’re committed to making sure you’re happy with your BorrowMyDoggy merchandise. As each item is created on demand, our returns process has a few important guidelines. Please take a moment to review the details below.
Misprinted, Damaged, or Defective Items
If your item arrives misprinted, damaged, or defective, please contact us within 30 days of receiving your order via our contact form with:
- Your order number
- A description of the issue
- Clear photos showing the problem
Once confirmed, we will replace or refund the item at no extra cost.
If you believe your package has been lost in transit, please contact us within 30 days after the estimated delivery date.
Returns We Cannot Accept
Because all products are made to order, we cannot accept returns or offer refunds for:
- Ordering the wrong size, colour, or item
- Changing your mind after receiving a correct order
- Items returned without contacting us first
- Products showing signs of wear, washing, or use
- Unclaimed packages
- Orders with incorrect or incomplete shipping addresses provided by the customer
- Sealed or hygiene-sensitive items (including face coverings and personalised products), unless faulty
If an order is returned due to an incorrect address, we can resend it once the correct address is provided, but additional shipping costs will apply.
Returns Address
If your return is approved, we will provide the correct return address.
Please do not send items back before receiving instructions; unapproved returns will not be accepted or refunded.
Need Support?
If you have any questions about your order or the returns process, please reach out to us via our contact form.