Return & Refund Policy

Last Updated: October 2, 2026

At Duke Woof, we want you and your pet to be happy with every purchase. If something isn’t right, we’re here to help.

This Return & Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged items, and order issues.

1. 30-Day Return Policy

We accept eligible return requests within 30 days of the date your order is delivered.

To be eligible for a return, your item must generally be:

Unused and in the same condition in which you received it
Free from pet hair, stains, odors, damage, or signs of use
In its original packaging, when applicable
Complete with all accessories, parts, manuals, and components originally included
Accompanied by proof of purchase or your Duke Woof order number

Items that do not meet these conditions may not be eligible for a return, except where otherwise required by applicable law.

2. How to Request a Return

To request a return, please contact us at:

[CUSTOMER SERVICE EMAIL]

Please include:

Your full name
Order number
Item you would like to return
Reason for the return
Photos of the item, if requested or if the item is damaged or defective

If your return is accepted, we will provide instructions on how and where to send your package.

Please do not send products back without first contacting Duke Woof and receiving return instructions.

Unauthorized returns may not be accepted or may experience processing delays.

3. Return Shipping Costs

Unless the product is defective, damaged, incorrect, or otherwise subject to a remedy required by applicable law, customers may be responsible for return shipping costs.

[CHOOSE: CUSTOMER IS RESPONSIBLE FOR RETURN SHIPPING / DUKE WOOF PROVIDES A PREPAID RETURN LABEL FOR ELIGIBLE RETURNS.]

Original shipping charges are generally non-refundable unless required by law or the return results from an error by Duke Woof.

If a prepaid return label is provided and the return shipping cost is the customer’s responsibility, the cost may be deducted from the refund where permitted by law and disclosed to you.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at [CUSTOMER SERVICE EMAIL].

Please provide:

Your order number
A description of the issue
Clear photos or videos showing the problem
Photos of the packaging, when applicable

Once we review your request, we will determine the appropriate resolution, which may include a replacement, refund, or another remedy as required by applicable law.

Please keep the product and its packaging until we provide further instructions.

5. Non-Returnable Items

For health, hygiene, safety, or other reasons, certain products may not be eligible for return after being used or opened.

Non-returnable items may include:

Used pet grooming or hygiene products
Products showing pet hair, stains, odors, chewing, scratching, or other signs of use
Personalized or customized products
Gift cards
Items marked as final sale, where permitted by law
Products that cannot be resold for health or hygiene reasons once opened or used

Any product-specific return restrictions will be disclosed where appropriate.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Nothing in this section limits any rights you may have regarding defective, damaged, misrepresented, or incorrectly supplied products under applicable law.

6. Pet Beds, Fabric Products, and Wearable Items

Pet beds, blankets, fabric products, collars, harnesses, clothing, and similar products must be returned clean, unused, and free from pet hair, stains, odors, or damage to qualify for a standard return.

We recommend checking measurements and sizing information carefully before placing an order.

If you have questions about sizing before purchasing, please contact us.

7. Exchanges

We [DO / DO NOT] offer direct exchanges.

If direct exchanges are not available, the fastest way to receive a different item, size, or variation is to return the eligible original item and place a new order.

Any replacement for an item that arrived damaged, defective, or incorrect will be handled separately from a standard exchange request.

8. Refunds

Once we receive and inspect your return, we will notify you regarding the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow [X–X BUSINESS DAYS] for Duke Woof to process an approved refund.

After the refund is issued, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

Duke Woof does not control processing times imposed by financial institutions.

9. Partial Refunds

In certain circumstances, where permitted by law, only a partial refund may be issued.

This may apply when an item is returned:

With missing parts or accessories
In a condition materially different from when it was delivered
With damage not caused by Duke Woof or the shipping carrier
Outside the standard return conditions

Any deduction will be assessed based on the circumstances of the return and applicable law.

10. Sale and Promotional Items

Unless specifically marked as Final Sale, eligible products purchased during a promotion or sale may generally be returned according to this policy.

Refunds for promotional items will be based on the amount actually paid for the item after discounts.

Products clearly identified as Final Sale are not eligible for standard returns, except where otherwise required by applicable law.

11. Gifts

If an item was purchased as a gift, please contact us at [CUSTOMER SERVICE EMAIL] with the available order information.

Refunds are generally issued to the original payment method used for the purchase unless otherwise required by law or another arrangement is expressly offered by Duke Woof.

12. Missing Items

If an item is missing from your order, please contact us as soon as reasonably possible at [CUSTOMER SERVICE EMAIL].

Include your order number and information about the missing item so we can review the shipment and provide an appropriate resolution.

13. Order Cancellations

If you would like to cancel your order, contact us as soon as possible.

We cannot guarantee cancellation once an order has entered processing or has been shipped.

If the order has already shipped, you may request a return after receiving it, subject to the terms of this Return & Refund Policy.

14. Refunds for Shipping Delays or Unavailable Products

If Duke Woof is unable to ship your order within the promised timeframe, we will handle the delay in accordance with applicable U.S. consumer protection requirements.

Where required, we may provide you with the option to agree to a revised shipping date or cancel the affected order for a refund.

If we are unable to fulfill an item you purchased, we may cancel the affected item or order and issue the applicable refund.

15. Refund Abuse and Fraud

Duke Woof reserves the right, where permitted by law, to refuse or investigate return or refund requests involving suspected fraud, abuse, manipulation, or materially false information.

This does not affect any non-waivable rights available to consumers under applicable law.