Refund policy

We hope you love everything that you order from us, but if something isn’t quite right you have 7 days from the day you receive your parcel to return the item to us.

Full-priced items can be returned for an online credit (valid 3 years), an exchange where the product is available or a full refund of the item(s) excluding shipping costs.

Note:  To be eligible for a return, your item must be in the same condition that you received it, unwashed, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@dubuspupup.com. Please note that shipping costs are non-refundable. Customers are responsible for paying return shipping costs. However, if the item received is incorrect or damaged, please contact us by email within 3 days of the delivery date with the attached picture/video proof. In which case we will provide a complimentary return label.

You can always contact us for any return questions at hello@dubuspupup.com.

Damages and issues
Please inspect your order upon reception and contact our customer service team via hello@dubuspupup.com immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Please keep your proof of purchase — e.g. your receipt.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.

Exchanges
Please look at our sizing chart when ordering and measure your dog to ensure the comfiest fit. If you need to exchange for a different size, we are happy to help you out. Our exchange policy is 7 days from the day you received your order.

You will need to send the item back to us and we will ship out the replacement size once received. Items must be returned with all greats tags still attached and must be in their original packaging.

Please email us at hello@dubuspupup.com and we will provide the return address. You are responsible for covering the cost of postage to send the item back to us, then email us the tracking reference number information. 

Some of our items are limited editions and we may not have the proper size left in stock. If this happens, we encourage you to pick another item that will fit or ask us for store credit.