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Refund policy

Return & Exchange Policy

If you wish to do an exchange or a return and refund, feel free to contact us via the order line (+60102686254) and we will guide you through the return and refund process.

  • Accepted exchange/return & refund reasons are as follows:
    • Damage of the food packet
    • Short/Excess weight stated
    • The unpleasant smell of food
    • Dog having diarrhoea, vomiting or falling ill (Subject to investigation and time frame of occurrence)
    • Dog not wanting to consume the food (Subject to investigation)
  • Investigations may take up to 3-5 working days.
  • Reason for exchange/return and refund to be provided as well as photos, videos and batch number labelled at the top of the packet.
  • Request for an exchange/return and refund is only for up to 30 days from the date of purchase.
  • Proof of purchase is to be provided if purchased at any of our distribution outlets.


Exchange Service

  • Request for exchange is subject to the availability of ready stock. If no ready stock is available, we require 1-3 working days to produce the item.
  • Delivery fee for both return and re-delivery is to be borne by the customer.
  • 1 to 1 exchange policy even if the food has been opened. Has to be kept frozen for further investigations by our team.
  • In accordance with the delivery for the exchange, we will not be liable for any loss or damage handled by the courier service.
  • We reserve the right to reject the exchange subject to the team's investigation and findings.


Return & Refund 

  • Food is to be kept and returned frozen even after opening for further investigation by our team.
  • The delivery fee for the return is to be borne and arranged by the customer.
  • The total amount is refundable excluding delivery charges (Delivery charges are non-refundable).
  • Doggy Bag reserves the right to reject the return and refund request of products from time to time in accordance with the investigation and findings.
  • Customers need to provide personal details like full name, bank account and bank name to process the refund.
  • The refund will be issued 3-5 working days after the product has been received, inspected and approved.