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SHIPPING & RETURNS
SHIPPING POLICY
We offer complimentary shipping Australia-wide on all orders over $100.
For orders under this amount, a flat-rate shipping fee of $12.95 will apply at checkout.
Please allow 2-3 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.
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.
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
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.
We stand behind the quality of our collars and leads. Should you experience any manufacturing fault in the leather, stitching, or hardware under normal use, we will gladly assess the item and offer a repair or replacement where appropriate. Our twist lock hardware is carefully engineered for security and durability, and we are committed to maintaining the standard of safety and refinement our brand represents.
As with all fine materials, natural wear may occur over time. However, premature defects are never expected, and we are here to ensure your piece performs as beautifully as it was designed to.
For any further questions or assistance, please contact our customer service team at contact@dogelegance.com.au.