Refund policy
Returns, Size Exchanges & Refunds Policy
Thank you for shopping with GutsDogCom. As many of our products are handcrafted in small batches, please read the following policy carefully before placing your order.
Please contact us and obtain approval before sending any item back. Items returned without prior approval may not be accepted.
1. Change-of-Mind Returns
We do not accept returns or offer refunds solely because of a change of mind, including a change in preferred design, colour or product.
Eligible full-price items may qualify for a one-time size exchange under the conditions stated below.
2. 14-Day Size Exchange
You may request one size exchange for the same item, design and colour within 14 days after delivery, subject to stock availability.
To qualify for a size exchange:
- The item must be unworn, unwashed and unused.
- All original tags and packaging must remain intact.
- The item must be free from pet hair, stains, odours, damage or alterations.
- The item must remain in a condition suitable for resale.
- Proof of purchase is required.
- The requested replacement must be another available size of the same item, design and colour.
An item cannot be exchanged for a different product, design or colour.
Each order is eligible for one approved size exchange only.
Unless the exchange is required because of a verified defect or an incorrect item sent by GutsDogCom, the customer is responsible for all return shipping and reshipping costs.
We recommend checking the product-specific size chart or contacting us for sizing advice before placing your order.
3. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If an item is damaged, defective or different from what you ordered, please contact us within 48 hours after delivery and provide:
- Your order number
- The product name
- A description of the issue
- Clear photographs or videos showing the item and the problem
- A photograph of the external parcel packaging where relevant
Once the issue has been verified, GutsDogCom will arrange an appropriate replacement or refund.
For verified damaged, defective or incorrect items, GutsDogCom will cover reasonable return shipping and reshipping costs.
Minor variations in colour, pattern placement, stitching or handmade details are not normally considered defects. Product colours may also appear slightly different depending on lighting and screen settings.
4. Non-Returnable and Non-Exchangeable Items
The following items cannot be returned or exchanged:
- Personalised or engraved products, including custom name tags
- Custom-made, bespoke or specially adjusted products
- Products made according to measurements supplied by the customer
- Items marked as “Final Sale” or clearance
- Gift cards
- Items that have been worn, washed, used or altered
- Items with pet hair, stains, odours or damage after delivery
- Items returned without original tags or packaging
- Items returned without prior approval
- Items for which the exchange request is submitted more than 14 days after delivery
Pre-order or handcrafted products in a standard listed size are not automatically excluded from the size-exchange arrangement, unless they are personalised, custom-made, specially adjusted or clearly marked as Final Sale.
For hygiene reasons, an item that has been worn directly by a pet may be refused if it is not in a clean and resalable condition.
5. Return Approval and Instructions
Before returning an item, please contact us through email or WhatsApp.
Please provide:
- Your order number
- The product name
- The current size
- The requested replacement size
- Clear photographs showing the condition of the item
- The reason for the exchange or reported issue
After your request has been reviewed, we will provide the applicable return instructions.
Please do not send an item back before receiving approval.
Customers are responsible for ensuring that returned parcels are securely packaged. We recommend using a tracked delivery service, as GutsDogCom is not responsible for return parcels that are lost or damaged in transit.
6. Inspection of Returned Items
All returned items will be inspected after arrival.
A size exchange or refund may be refused if the item:
- Has been worn, washed or used
- Contains pet hair, stains or odours
- Has been damaged or altered
- Does not include its original tags or packaging
- Is not suitable for resale
- Does not match the condition shown in the photographs submitted with the request
If a returned item does not meet the requirements of this policy, the customer may be responsible for the cost of sending the item back.
7. Refunds
Refunds are only issued where approved under this policy, including verified damaged, defective or incorrect items when a suitable replacement cannot be arranged.
Approved refunds will be returned to the original payment method.
After a refund has been approved, please allow up to 10 business days for GutsDogCom to process it. Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Original shipping charges, return shipping costs, customs duties, import taxes and local handling fees are not refundable unless the return is caused by a verified defect, damage or an incorrect item sent by GutsDogCom.
Any discount applied to the original order will also be reflected in the refund amount.
8. International Orders
Customers placing international orders are responsible for any customs duties, import taxes or local handling charges imposed by the destination country or region.
These charges are not collected by GutsDogCom and are not refundable.
International customers are responsible for return and reshipping costs for approved size exchanges, unless the exchange is caused by a verified defect or an incorrect item sent by us.
9. Contact Us
To request a size exchange or report a damaged, defective or incorrect item, please contact us:
Email: guts@gutsdog.com
WhatsApp: +852 6856 2748
Please include your order number and clear photographs of the item.
10. Your Legal Rights
Nothing in this policy limits any mandatory consumer rights that apply in your country or region.
Where applicable laws provide additional rights or remedies, those rights will continue to apply.