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SHIPPING & RETURNS
SHIPPING POLICY
We offer complimentary shipping Australia-wide on all orders over $250.
For orders under this amount, a flat-rate shipping fee of $12.95 will apply at checkout.
Please allow 3–5 business days for order processing.
All items are dispatched from our Queensland storage facility, and tracking details will be emailed once your order is on its way.
RETURNS & EXCHANGES POLICY
At Dog Elegance, we are committed to ensuring your satisfaction with every purchase. If you need to return or exchange an item, please review our policy below:
General Conditions for Returns and Exchanges
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Eligibility Period: Returns and exchanges must be initiated within 14 days of receiving your order.
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Condition of Items: Products must be unused, undamaged, and in their original condition and packaging to qualify for a return or exchange. This ensures the item can be resold.
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Proof of Purchase: A valid proof of purchase is required for all returns and exchanges.
The Lounger (Dog Bed)
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Return/Exchange Eligibility: Due to hygiene and repackaging constraints, loungers can only be returned or exchanged if they remain unopened and vacuum-sealed in their original packaging.
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Opened Beds: Once the vacuum seal is broken, the bed cannot be returned or exchanged.
Lounger Covers
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Return/Exchange Eligibility: Covers can be returned or exchanged if they are unused, undamaged, and in their original condition.
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Opened Covers: Opened covers are eligible for return or exchange only if they meet the above conditions.
Collars, Leads, and Pouches
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Return/Exchange Eligibility: These items can be returned or exchanged if they are in unused, undamaged, and resalable condition.
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Sizing Issues or Change of Mind: If the size is incorrect or you have a change of mind, returns and exchanges are accepted under the above conditions.
Return Process
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Initiate Return: Contact our customer service at contact@dogelegance.com.au within 14 days of receiving your order to initiate a return or exchange.
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Provide Details: Include your order number and reason for return or exchange in your communication.
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Return Authorization: Our team will provide you with a Return Authorization and instructions on how to proceed.
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Shipping: Customers are responsible for return shipping costs unless the item is defective or the wrong item was sent.
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Inspection and Refund: Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method. Please allow 5–7 business days from the date of approval for the refund to appear, depending on your bank or payment provider.
Non-Returnable Items
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Items that are used, damaged, or not in their original condition and packaging.
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Loungers that have been opened and are no longer vacuum-sealed.
Return shipping fees are not covered by Dog Elegance and remain the responsibility of the customer, unless the item is faulty.
WARRANTY & OUR QUALITY PROMISE
Each Dog Elegance Lounger is crafted with the highest attention to detail, using premium memory foam and hand-selected bouclé fabric designed to last for years of comfort and style.
We proudly offer a 12-month warranty covering any manufacturing defects in materials or workmanship. This includes issues such as faulty zippers, seams, or foam irregularities that occur under normal use.
Please note that this warranty does not cover damage caused by misuse, chewing, scratching, accidents, or the removal of the inner liner which may result in foam stains or moisture exposure. Natural wear of the bouclé fabric or softening of the foam over time is expected and not considered a defect.
Improper care, such as incorrect washing or drying methods, exposure to direct sunlight, or use of harsh cleaning agents, may permanently damage the fabric and is not covered under warranty.
If you believe your Lounger has a manufacturing fault, please contact us with your order number and clear photos of the issue. Our team will carefully assess the claim and, if applicable, arrange a repair, replacement, or store credit at our discretion.
Every Dog Elegance piece is made to last, our promise is to ensure that yours continues to reflect the craftsmanship, comfort, and elegance your dog deserves.
For any further questions or assistance, please contact our customer service team at contact@dogelegance.com.au.