Refund policy

Last Updated: October 7, 2026

At Dongker, we want you to feel comfortable with your purchase. If a product does not work for you, we offer returns under the conditions described below.

Please review this policy before requesting a return. Our goal is to make the return and refund process clear and straightforward, including the applicable return period, product condition requirements, return shipping responsibility, and refund processing time.

1. Return Period

We accept eligible return requests made within 30 calendar days from the date the order is delivered.

To request a return, please contact us within this 30-day period at:

service@dongker.shop

Please include:

Your order number
The name of the item you would like to return
The reason for the return
Any relevant photos, if applicable

Returns requested after the 30-day return period may not be accepted.

2. Eligible Returns

We accept returns for eligible products when the customer has changed their mind, selected the wrong size, or otherwise decides that the product is not suitable.

We understand that customers may need to check the fit and appearance of a pet product before deciding whether to keep it.

Therefore:

Trying on a pet clothing item is allowed.
Opening the original product packaging is allowed.
A product does not need to remain in its original unopened packaging to qualify for a return.

For a return to be accepted, the product should be:

Clean
Free from pet hair, stains, dirt, odors, or other signs of use
Not washed
Not altered or modified
Not damaged after delivery
In a condition that allows it to be resold

For pet clothing, brief indoor try-on for size or fit is acceptable.

A try-on should not involve normal wear, outdoor use, washing, or other use that changes the condition of the product.

3. Packaging and Product Tags

You may open the package to inspect the product and try on eligible pet clothing.

Original packaging does not need to remain unopened.

If product tags, labels, accessories, or other included components are provided with the item, please return them with the product whenever possible.

Missing packaging alone will not automatically prevent a return if the product otherwise meets the return conditions described in this policy.

4. Items That Are Not Eligible for Return

A return may be declined if the product has been used beyond a reasonable try-on or inspection and is no longer in resalable condition.

Examples include products that:

Have been washed or cleaned
Have visible stains or dirt
Have excessive pet hair
Have strong odors
Have been damaged through use
Have been altered, modified, or repaired
Show significant signs of wear
Are missing important components included with the original product

If an item is returned in a condition that does not meet the requirements above, we will contact you and explain the available options.

We do not intend to make the return process unnecessarily difficult. The purpose of these condition requirements is to ensure that returned products are received in substantially the same condition as when purchased, except for reasonable inspection or try-on.

5. Return Shipping Costs

Customer-Initiated Returns

For returns due to:

Change of mind
Wrong size selected
No longer needed
Personal preference
The product does not meet your expectations

the customer is responsible for the return shipping cost.

The original shipping charge paid on the order, if any, is not refundable for a customer-initiated return.

We recommend using a shipping service that provides tracking when returning an item.

Returns Caused by an Error or Product Issue

Dongker will cover the reasonable return shipping cost when the return is required because:

We sent the wrong product
We sent the wrong size or color
The product received is materially different from the product ordered
The product arrived damaged
The product has a verified manufacturing defect

If you receive an incorrect, damaged, or defective item, please contact us before sending it back.

Please provide your order number and, when appropriate, photos showing the issue. We will provide return instructions and explain the next steps.

6. How to Request a Return

Please follow these steps:

Step 1 — Contact Us

Email service@dongker.shop within 30 calendar days of delivery.

Please provide your order number, the item you want to return, and the reason for the return.

Step 2 — Receive Return Instructions

Our customer service team will review your request and confirm whether the item is eligible for return.

If the return is approved, we will provide the applicable return instructions and return address.

Please do not send a return to an address obtained from an old order, shipping label, or other source unless our customer service team has confirmed that address for your return.

Step 3 — Ship the Item

Package the product securely and send it to the return address provided by Dongker.

For customer-initiated returns, the customer is responsible for the return shipping cost.

For returns caused by an incorrect shipment, damage, or verified product defect, Dongker will provide instructions regarding return shipping.

Step 4 — Return Inspection

Once the returned product is received, we will inspect it to confirm that it meets the return conditions described in this policy.

Step 5 — Refund or Exchange

After the return is approved, we will process the applicable refund or exchange.

7. Refunds

Approved refunds will be issued to the original payment method used for the purchase.

After we receive and inspect the returned product, Dongker will issue the approved refund within 5 business days.

The refund amount will normally include the purchase price of the approved returned item.

For customer-initiated returns, the original shipping charge, if any, is not refundable, and the customer is responsible for the cost of sending the item back.

For returns caused by an incorrect shipment, damaged item, or verified product defect, Dongker will cover the applicable return shipping cost as described above.

Once Dongker issues the refund, the time required for the funds to appear in your account may depend on your payment provider or financial institution.

8. Exchanges

We may offer exchanges for eligible items, subject to product availability.

If you would like to exchange an item, please contact us at:

service@dongker.shop

Please provide:

Your order number
The item you received
The item or size you would like instead

An exchange request is subject to the same return conditions described in this policy.

If the requested replacement item is unavailable, we may offer a refund instead.

9. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Please include:

Order number
Description of the issue
Photos of the product, packaging, or shipping label when relevant

Please do not dispose of the product or send it back before contacting us unless instructed to do so.

We will review the information and provide return or replacement instructions when appropriate.

For verified issues caused by an incorrect shipment, shipping damage, or a manufacturing defect, Dongker will cover the applicable return shipping cost.

10. Refunds for Returned Items That Do Not Meet the Return Conditions

If a returned item does not meet the return conditions, we may be unable to approve the requested refund.

Examples include products that have been washed, damaged after delivery, heavily used, stained, or otherwise returned in a condition that is substantially different from the condition in which the product was received.

If we determine that a returned item does not qualify for a refund, we will contact you regarding the return.