Refund And Return Policy

Refund & Return Policy for DogServ

Effective Date: 09.06.2025
Last Updated: 09.06.2025

Overview

At DogServ, we strive to provide high-quality digital products and print-on-demand merchandise that meet your expectations. This Refund Policy outlines our policies and procedures for returns, refunds, and exchanges for all products sold through our website.

Types of Products

Digital Products

Digital products include:

  • Training guides and eBooks
  • Video courses and tutorials
  • Downloadable templates and resources
  • Digital audio content
  • Software and applications
  • Online course access

Print-on-demand products include:

  • Custom apparel and clothing
  • Accessories and bags
  • Home decor items
  • Printed materials and books
  • Pet accessories and products

Digital Product Refund Policy

Refund Eligibility

Digital products are eligible for refunds under the following conditions:

Within 7 Days of Purchase:

  • Product cannot be downloaded due to technical issues on our end
  • Product description was materially inaccurate or misleading
  • Product is significantly different from what was advertised
  • Product contains major errors that prevent its intended use

Quality Guarantee:

  • Content is substantially incomplete or missing major components
  • Files are corrupted and cannot be properly accessed
  • Technical specifications were misrepresented

Non-Refundable Digital Products

Refunds will NOT be provided for:

  • Change of mind after successful download
  • Compatibility issues with your device (when minimum requirements were clearly stated)
  • User error in downloading or accessing files
  • Requests made more than 7 days after purchase
  • Products that have been shared or distributed to others
  • Custom digital products created specifically for you

Digital Refund Process

To request a digital product refund:

  1. Contact us within 7 days of purchase
  2. Provide your order number and email address
  3. Explain the specific issue that warrants a refund
  4. Provide evidence of the problem (screenshots, error messages, etc.)
  5. Allow 48-72 hours for our review

Refund Methods:

  • Original payment method (credit card, PayPal, etc.)
  • Processing time: 3-5 business days after approval
  • Bank processing may take additional 1-3 business days

Material Defects Only

We will provide refunds or replacements for print-on-demand products ONLY with material defects:

Production Defects:

  • Significant printing errors or defects
  • Wrong size shipped (when our error)
  • Items damaged during production
  • Colors significantly different from what was ordered due to printing issues
  • Missing or incorrect customization (when our error)
  • Defective materials or construction

Shipping Damage:

  • Items damaged during shipping
  • Package contents missing or incomplete
  • Items lost in transit (after carrier investigation)

Refund Timeline for Physical Products

Report Issues Within:

  • 30 days for material defects or production issues
  • 14 days for shipping damage
  • 5 days for missing packages marked as delivered

Non-Refundable Print-On-Demand Items

Refunds will NOT be provided for:

  • Change of mind or buyer’s remorse
  • Ordering wrong size (customer error)
  • Items that fit as expected based on size guide
  • Minor color variations due to monitor displays or normal printing variations
  • Items worn, washed, or used
  • Design preferences or aesthetic complaints
  • Items ordered with incorrect customization information provided by customer
  • Normal wear and tear
  • Dissatisfaction with design or style choices

Return Process for Physical Products

To return a print-on-demand item:

  1. Contact us immediately when you receive the item
  2. Provide photos showing the defect or damage
  3. Include order number and detailed description
  4. Wait for return authorization before shipping anything back
  5. Use provided return shipping label (for qualifying returns)

Important: Do not return items without prior authorization.

Refund Processing

Approved Refunds

Once a refund is approved:

  • Digital Products: Refund processed within 3-5 business days
  • Physical Products: Refund processed after we receive and inspect returned item
  • Original Payment Method: Refunds issued to original payment method used
  • Processing Time: Bank processing may take additional 1-3 business days

Refund Amounts

  • Digital Products: Full purchase price minus any applicable processing fees
  • Physical Products: Full purchase price (we cover return shipping for defective items)
  • Custom Products: Full refund only for production defects

Exchanges

When Exchanges Are Available

We offer exchanges for print-on-demand products in the following cases:

  • Wrong size shipped (our error)
  • Production defects requiring replacement
  • Shipping damage to otherwise correct items

Exchange Process

  1. Contact us within 30 days of delivery
  2. Provide photos of the issue
  3. Receive exchange authorization
  4. Ship item back using provided label
  5. Receive replacement item (2-5 business days production + shipping)

Exchange Limitations

  • One exchange per item maximum
  • Same design only – cannot change to different product
  • Size exchanges subject to availability
  • Custom/personalized items cannot be exchanged unless defective

Special Circumstances

Lost or Stolen Packages

For packages marked as delivered but not received:

  1. Wait 5 additional business days beyond estimated delivery date
  2. Check with neighbors and household members
  3. Contact carrier directly to investigate
  4. File claim with carrier if package confirmed lost
  5. Contact us after carrier investigation for replacement or refund

New Policy (January 2025):

  • Must wait an additional 5 days beyond estimated delivery date
  • Investigation or replacement only begins after this waiting period
  • Helps account for common carrier delays and processing variations
  • Ensures thorough search before replacement production

Our Responsibility:

  • We will assist with carrier claims
  • Replacement or refund provided after carrier confirms loss
  • Not responsible for packages stolen after confirmed delivery

What We Need for Lost Package Claims:

  • Order number and tracking information
  • Confirmation that you’ve checked with neighbors and household
  • Verification that you’ve waited the required additional 5 days
  • Statement that package was not received despite carrier showing delivery

Order Errors

If we ship the wrong item or incorrect customization:

  • Full refund or free replacement provided
  • Return shipping prepaid by us
  • Expedited replacement when possible
  • Additional compensation may be offered for significant inconvenience

Bulk Orders

Special considerations for bulk orders (10+ items):

  • Extended review period: 14 days to report issues
  • Partial refunds available for partially defective orders
  • Replacement priority for business/event orders
  • Custom arrangements may be made for large orders

Fraud Prevention

Refund Abuse Policy

To prevent abuse of our refund policy:

  • Purchase history reviewed for excessive refund requests
  • Account suspension possible for repeated abuse
  • Refund restrictions may be applied to problematic accounts
  • Investigation required for suspicious refund patterns

Legitimate Protection

Our fraud prevention measures will not affect customers who:

  • Make legitimate refund requests within policy guidelines
  • Provide honest reasons for returns
  • Follow proper return procedures
  • Maintain reasonable refund request frequency

Customer Service

Contacting Customer Service

For all refund-related inquiries:

Email: hello@dogserv.com
Subject Line: “Refund Request – [Order Number]”

Include in Your Message:

  • Order number
  • Product name
  • Specific issue or reason for refund
  • Photos (for physical product defects)
  • Any relevant details about the problem

Response Time

  • Initial Response: Within 24-48 hours during business days
  • Refund Decision: Within 3-5 business days of receiving complete information
  • Complex Cases: May require additional review time

Customer Service Hours

  • Monday-Friday: 9 AM – 6 PM Central Time
  • Weekends: Limited availability for urgent issues
  • Holidays: Closed on major U.S. holidays

Governing Law

This Refund Policy is governed by the laws of Texas, United States, and any disputes will be resolved in Harris County, Texas.

Consumer Rights

This policy does not affect your statutory consumer rights under applicable law. In some jurisdictions, you may have additional rights beyond those described in this policy.

Changes to Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

Frequently Asked Questions

How long do I have to request a refund?

  • Digital Products: 7 days from purchase
  • Physical Products: 30 days from delivery for defects, 14 days for shipping damage

Can I return a custom product?

Custom products can only be returned if there was a production error or if the customization does not match what you ordered.

What if I accidentally ordered the wrong size?

Customer sizing errors are generally not eligible for refunds, but we may offer exchanges subject to availability and our exchange policy.

Do you offer store credit instead of refunds?

Store credit may be offered in certain circumstances, but most refunds are processed to your original payment method.

What happens if my refund is denied?

If your refund request doesn’t meet our policy criteria, we’ll explain why and may offer alternative solutions such as partial refunds or exchanges.

Contact Us: If you have questions about this Refund Policy or need assistance with a return or refund, please contact us at hello@dogserv.com. We’re here to help resolve any issues and ensure your satisfaction with our products and services.