Our returns policy is clear and simple:
- You must contact us by email prior to returning any item. Please include your invoice number, name, phone number and item/s ordered, as well as a note explaining the reason for the return in the email.
- You have up to 30 days from the date of delivery to make a refund.
- Item must be in new condition, clean and not altered in anyway.
- Custom made and special order items cannot be returned or exchanged.
- We do not exchange any item(s) if the item has been used and/or damaged (unless due to a manufacturing defect).
- Returns are processed within 5 business days.
- Customers are responsible for freight costs associated with returning goods or exchange.
- Von Ultimate Dog Shop accepts no responsibility for loss or damage caused return during transit.
- All return policies are the same for international customers.
- Shipping rates are the responsibility of the customer.