At The Dog Face, we take great care in ensuring that you receive the correct item. Our return policy applies only in cases where we have made a mistake (e.g., wrong item, size, or defective product).
No Returns/Exchanges for Incorrectly Ordered Sizes
If a customer orders the wrong size, we do not accept returns, exchanges, or refunds. However, we understand that mistakes can happen, so we offer a special discounted replacement option. If you ordered the incorrect size, you may contact us, and we will provide the correct size at a significantly reduced price (e.g., if your original item was $60, we may offer a replacement for just $10 or 20$ depend upon some factors).
Please note that this replacement offer is not guaranteed and is subject to our discretion.
Eligibility for Returns
A return is only applicable if:
✔ We sent the incorrect item or size according to what customer ordered.
✔ The product is defective or damaged upon arrival.
Refund Policy
Refunds are not applicable under any circumstances unless there is a mistake on our part. A refund will only be issued if:
✔ The product is defective.
✔ We sent the wrong color.
✔ We sent a size different from what the customer originally ordered.
If eligible for a return, we will provide a replacement of the correct item rather than a refund.
In case of a shipping or delivery error caused by our courier service (such as a missing or lost package), we will only offer a replacement or, in some cases, a partial refund. Please contact us for more information. This applies only if the issue occurred on our or the courier’s side — if the package is marked as delivered and gets stolen or lost after delivery at your address, we cannot be held responsible.
This policy has no expiration date—it remains in effect indefinitely.
You can email us at hello@thedogfacebrand.com or Contact us on Chat Live using our chat Widget. If your request is accepted, we’ll send you a invoice, as well as ship the new size as soon as possible.
You can always email us for any returns question at hello@thedogfacebrand.com or Chat Live using our chat Widget.
Damages and issues
Please inspect your order upon reception and contact us 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.
Refunds ( ONLY IF APPLICABLE )
We will notify you once we’ve received and inspected your return, it may take up to 3 business day we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.