What is our return policy?
eDog New Zealand offers a 30 day change of mind* and 12 months limited warranty on all products we sell! Please follow the instructions below:
How do I return items?
Please contact us using the online support portal: eDog NZ Support Portal
If you are having issues, simply get in touch with our friendly team, +64 800 627 026 or email support@edog.co.nz
Change of mind
We offer 30 day change of mind returns from date of purchase. Receive either a 100% store credit, or a refund to your original payment method subject to a 20% restocking fee.
Change of Mind refers to any instance wherein a purchase has been made, and the purchaser has changed their mind about the purchase after it has been shipped.
To be eligible for change of mind returns, the product must be in new condition, with the original packaging and contents intact, and your request submitted within 30 days of purchase.
Contact us with the relevant required information including an order number, an image of the recent purchase displaying its unopened and unused status, and your reason for return. If approved, you will receive an Return Merchandise Authorisation (RMA) number to include with your package, and our address for returning the product at your cost.
To request a resending of product or credit in instances wherein a product has been rejected upon delivery and returned, contact us within 14 days of your purchase with required information including your order number, your best address for resending, or your reason for package rejection to claim your credit minus the 20% restocking fee.
What should I do if my product arrives damaged, faulty or defective?
We are so sorry, this is a very rare occurrence at eDog!
All of our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure/ damage to a product delivered to your doorstep. Shipping costs of returned items will be at eDog Australia Pty Ltd’s expense.
To begin the process of returning your item, we will need to receive it back within its original packaging. This is so we can return it to the original supplier or manufacturer. This processing time can take longer due to the additional steps required and the third party involvement. Before we can offer replacements, we need to allow the appropriate third party to assess and advise on the item in question. Any warranty will be VOID if any damage to the item is caused by buyer operating the product in a manner other than intended, or deliberate damage.
A Product Fault Claim can only be processed if the fault or damage is over and above the normal and natural “Wear And Tear” conditions of the product. eDog Pty Ltd reserves the right to either replace the item, provide a refund on the item, or issue a store credit.
How soon will I get my refund?
Your refund will be processed as soon as your purchase has been received and inspected by our quality assurance team and it is confirmed that it fits within our Return Policy. This quality check can take up to 2 business days. Once the return has been approved, it can take up to 3 business days for the refund to be made by eDog Pty Ltd to your account.
Can I exchange a product?
Yes, if the product exchanged is in line with our Return Policy. You must have your original invoice/ receipt for our verification purposes. Customers are responsible for all shipping costs associated with returning goods for refund, credit or exchange under this circumstance.
