Returns Information

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 14 days from the date of delivery to lodge a refund.
• Item must be in new condition, clean and not altered in anyway and all tags still attached.
• Custom made and special order/s 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 in return during transit.
• All return products will incur a 15% handling and restocking fee.

International Customers

• All return policies are the same for international customers.
• Custom duty taxes are the responsibility of the customer.