Refund policy
My Dog and Me | mydogandme.co.za Last updated: March 2026
1. Our Commitment to You
At My Dog and Me, we want you and your dog to be completely happy with every purchase. If something isn't right, we're here to help. This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and applies to all purchases made through mydogandme.co.za.
2. Return Window
You may return most items within 30 days of receiving your order, provided the conditions below are met.
3. Items Eligible for Return
To qualify for a return, your item must:
- Be in its original, unused condition
- Be in the original packaging with all tags still attached
- Be accompanied by proof of purchase (order confirmation or receipt)
4. Items That Cannot Be Returned
The following items are not eligible for return due to hygiene and safety reasons:
- Items that have been used, washed, or chewed
- Personalised or custom-made products
- Items marked as final sale or clearance
- Gift cards
5. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at info@mydogandme.co.za with:
- Your order number
- A clear photo of the item and the issue
- A brief description of the problem
We will arrange a free return, replacement, or full refund at no cost to you. This is in line with your rights under the Consumer Protection Act.
6. How to Start a Return
- Email us at info@mydogandme.co.za with your order number and reason for return
- We will confirm your return within 2 business days
- Pack the item securely in its original packaging
- Ship the item back to us at the address provided in our confirmation email
Please do not send items back without contacting us first — unrequested returns cannot be processed.
7. Return Shipping Costs
| Reason for Return | Who Pays Shipping? |
|---|---|
| Changed your mind / wrong size | Customer |
| Damaged, defective, or wrong item sent | My Dog and Me |
We recommend using a trackable shipping service for returns. My Dog and Me is not responsible for items lost in transit on customer-paid returns.
8. Refunds
Once we receive and inspect your returned item, we will notify you by email. If approved:
- Refunds are processed within 5–7 business days
- Refunds are issued to your original payment method
- Depending on your bank, it may take an additional 3–5 business days to reflect in your account
If your return is not approved, we will contact you with the reason and return the item to you.
9. Exchanges
We offer direct exchanges for items of the same value. If you'd like a different product, we recommend returning your original item for a refund and placing a new order.
To request an exchange, contact us at info@mydogandme.co.za.
10. Cancellations
Orders can be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled — you would need to follow the returns process above.
To cancel, contact us immediately at info@mydogandme.co.za or call 060 706 4397.
11. Contact Us
If you have any questions about your return or refund, we'd love to help.
- Email: info@mydogandme.co.za
- Phone: 060 706 4397
- Hours: Monday – Friday, 8am – 5pm (SAST)