Refund policy
Returns, exchanges and refunds
Please read this before you order. Our policy is deliberately narrow, and our size guide exists so that you order the right seat the first time.
Refunds: three cases only
We refund or replace a seat within 30 days of delivery when:
- the seat has a manufacturing defect,
- the seat was damaged in transit, or
- you received the wrong item compared to what you ordered.
In those three cases the return costs you nothing. We pay the return shipping and we replace the seat or refund you in full, whichever you prefer.
Exchanges: wrong size
If you ordered the wrong size for your dog, we do exchange it within 30 days, on two conditions:
- the seat is unused and comes back in its original packaging, and
- you pay the return shipping, because the size was chosen at the order.
We then ship the correct size to you free of charge. Email us first, we confirm the exchange and send you the return address.
What we do not take back
We do not refund a change of mind, and we do not take back a seat that has been used, washed or installed in a vehicle. Once a dog has used a seat it cannot be resold. That applies to size exchanges too: the seat has to come back unused.
How to open a claim
- Email contact@thedogcarseat.com within 30 days of delivery with your order number.
- For a defect or transit damage, attach clear photos of the problem and of the packaging. For a size exchange, tell us your dog weight and the size you need.
- We answer within one business day and send you the return address.
Refund timing
Accepted refunds go back to your original payment method once we receive the seat. Your bank usually takes 3 to 5 business days to display it.
Choosing the right size
Sizes go by your dog weight: S up to 15 lbs, M from 15 to 35 lbs, L from 35 to 50 lbs, XL over 50 lbs or two smaller dogs. Our size guide takes two minutes. If you are unsure, email us your dog breed and weight before ordering and we will tell you which size to take. It costs you nothing and it avoids a return.
European Union and United Kingdom customers
If you are a consumer in the EU or the UK, consumer law gives you rights that go beyond the policy above and that we fully respect:
- 14 day right of withdrawal. You may cancel your purchase within 14 days of delivery without giving a reason. You may unpack and inspect the seat as you would in a shop, but not use it. You bear the direct cost of returning the goods, as stated here before your order. We refund the price of the product within 14 days of receiving it back. If the seat comes back in a condition that goes beyond simple inspection, we may deduct the corresponding loss of value.
- Two year legal guarantee of conformity. A product that turns out to be faulty is repaired, replaced or refunded at our cost.
Contact
TheDogCarSeat, 30 N Gould St, Sheridan, WY 82801, United States
contact@thedogcarseat.com