Refund policy
Last updated: January 28, 2026
We want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, exchanges, and refunds are handled.
1. Return eligibility
- Returns are accepted within 30 days of delivery.
- The item must be unused, unwashed, and in new condition
- The item must be returned in its original packaging
- Proof of purchase (order number or receipt) is required
- We accept returns for both defective and non-defective products.
- No restocking fees apply.
2. How to initiate a return
To initiate a return:
- Email hello@domusdog.com and include your order number.
- Within 48 business hours, we will send you a prepaid return shipping label by email.
- Print the label, attach it to your package, and drop it off at the designated U.S. carrier location.
Returns sent without prior authorization or without the DomusDog-provided label will not be accepted.
3. Return shipping
- Return shipping is free using the prepaid label we provide.
- Returns must be sent via postal shipment using the authorized carrier.
4. Refunds
- Once we receive and inspect your return, refunds are processed within 14 days.
- Refunds are issued to the original payment method.
- Processing time may vary depending on your bank or card issuer.
If the returned item does not meet eligibility requirements, we reserve the right to refuse or partially refund the order.
5. Exchanges
We accept exchanges. Once the returned item is received and approved, we will ship the replacement item (subject to availability) or issue a refund if the replacement is unavailable.
6. Contact for returns & support
For all return, refund, or exchange questions, contact us at: hello@domusdog.com
Customer service hours:
Monday–Friday, 8:00 am – 6:00 pm EST (closed weekends and holidays)
Typical response time: within 24 business hours
For more information about shipping timelines, please refer to our Shipping Policy. If you have any questions, visit our Contact Information page.