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.
- 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.