Returns, Size Exchanges & Refunds

Last updated: 20 July 2026

Please contact us before sending any item back. Items returned without prior approval may not be accepted.

1. 14-Day Size Exchange

For eligible full-price items, you may request one size exchange for the same item and style within 14 days after delivery, subject to stock availability.

• The item must be unworn, unwashed and unused, with all original tags and packaging.
• The item must be free from pet hair, stains, odours, damage or alterations and must remain suitable for resale.
• Proof of purchase is required.
• We do not exchange an item for a different design, colour or product due to a change of mind.

Unless the exchange is caused by a defect or an incorrect item sent by us, the customer is responsible for all return and reshipping costs. Each order is eligible for one approved size exchange only.

2. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us within 48 hours of delivery and provide your order number, clear photos and a description of the issue.

Once verified, GutsDogCom will arrange an appropriate replacement or refund and cover the reasonable return and reshipping costs.

3. Non-Returnable and Non-Exchangeable Items

• Personalised or engraved products, including custom name tags.
• Custom-made, bespoke or specially adjusted sizes.
• Items explicitly marked “Final Sale” or clearance.
• Gift cards.
• Items that have been worn, washed, used, altered, damaged after delivery, or returned with pet hair, stains or odours.

Pre-order or handcrafted items in a standard size are not automatically excluded, unless they are personalised, custom-made or clearly marked as Final Sale.

4. Refunds

Approved refunds are returned to the original payment method. After approval, please allow up to 10 business days for processing, plus any additional time required by your bank or card provider.

Original shipping charges, return shipping costs, customs duties and import taxes are not refundable unless the return is caused by a verified defect, damage or an incorrect item sent by GutsDogCom.

5. How to Request an Exchange or Report an Issue

Email: vitapetsystem26@gmail.com
WhatsApp: +852 6856 2748

Please include your order number, the product name, the requested size and clear photos showing the item’s condition.

6. Your Legal Rights

Nothing in this policy limits any mandatory consumer rights that apply in your country or region. Where local law provides additional rights, those rights continue to apply.