100-day refund policy

If a product does not suit your dog, contact support@dogevera.com within 100 days of delivery with your order number. We refund the amount actually paid for the eligible product after discounts to your original payment method. Opened products qualify and you do not need to return them. This guarantee applies to the first purchase of each product, once per customer and household.

For purchases outside the first-purchase guarantee, contact us within 100 days of delivery before returning unused products in their original packaging. We provide the return address; do not use the sender address. You pay return shipping unless the item is damaged, defective or incorrect.

Guarantee claims do not require a returned item or inspection. For other returns, we confirm the refund after receiving and checking the returned item. Refunds go to the original payment method and usually appear within 5–10 business days after issue. We will confirm the amount and notify you when issued. Contact support@dogevera.com if it has not arrived.

Email support@dogevera.com with your order number, the product, and what went wrong within 100 days of delivery. We normally reply within 1–2 business days. Please contact us before mailing anything: the address on your parcel is not necessarily our returns address.

For an eligible unused return, we will email the return instructions and address. Keep your tracking receipt. We do not accept in-person returns or charge a restocking fee.

If an item arrives damaged, defective, or different from what you ordered, email us with your order number and photos if available. Contact us as soon as you notice the issue; our 100-day contact window does not limit any rights you have under applicable law. We will arrange an appropriate replacement or refund without charging you return shipping.

If tracking says delivered but you cannot find the package, or if delivery appears lost, contact us so we can investigate with the carrier. If the order is confirmed lost or was not delivered, we will arrange a replacement or refund at no cost to you.

A refund is based on the amount actually paid for eligible products after discounts, not their undiscounted list price. A free promotional item has no separate cash refund. For a partial return of a discounted bundle, we will confirm the refund amount with you before processing; we will not retroactively increase the price of items you keep.

Subscription deliveries are separate orders. The first-purchase guarantee applies only to your first purchase of each product, including a first subscription order; later deliveries follow the unused-return rules above. Canceling future subscription deliveries does not itself refund an order already charged. To stop future charges, use the subscription management link in your account or our cancellation page before the next renewal.

The first-purchase guarantee does not require a return. For other eligible returns, we inspect the item after it reaches the return address. We email you the approved amount and issue the refund to the original payment method. Your payment provider normally takes another 5–10 business days to post it. If it has not appeared after that, email us with your order number.

You pay the direct return postage for ordinary unused returns. We pay it if the product is damaged, defective, or incorrect. Standard shipping is free on Dogevera orders, so there is no standard outbound shipping charge to deduct. We do not offer direct exchanges; contact us about a return and place a new order if you want a different product.

UK consumers also have statutory cancellation rights for online purchases. You may tell us by email within 14 days after receiving the goods that you wish to cancel without giving a reason, then send them back within a further 14 days. We reimburse eligible payments, including any standard delivery charge, to the original payment method within 14 days after receiving the goods back or evidence that you sent them. You normally pay direct return postage; applicable statutory exceptions and rights for faulty goods remain unaffected.