Returns & Refund Policy

Buddy and Zara Returns and Refunds Policy

At Buddy and Zara, we are committed to providing high-quality dog accessories, and your satisfaction is our top priority. We understand that sometimes, issues may arise, and you may need to return or request a refund for your purchase. Please take a moment to review our Returns and Refunds Policy to understand our terms and conditions:

1. Damage Liability:

• Buddy and Zara will not be held responsible for any damage caused by a dog or any person to our products. Our products are designed to be durable, but it is essential to use them responsibly and follow the care instructions provided. It is the customer's responsibility to use the products safely and appropriately.

2. Returns or Refunds for Manufacturing Defects, Defaults, or Wrong Item:

• If you receive a product that has visible manufacturing defects, defaults, or if you have received the wrong item, you must notify us within 10 days of receiving your order. Please contact our Support team immediately to initiate the return process.

• We understand exceptional situations may occur, if you exceeded the 10-day period to report visible errors, you can still submit your claim and our team will review your request and find the best solution.

3. Returns for Fit or Functionality Issues:

• Buddy and Zara will accept returns only under the following conditions:

  • The item is faulty due to manufacturing defects.

  • We shipped the wrong item.

  • The customer ordered the wrong item

4. Condition of Returned Items:

• We will only accept returns for items that meet the following criteria:

  • The product is unworn and in its packaged adequately (so the item will not be damaged during transportation).

  • It has not been damaged by the customer or their pet.

  • All parts and accessories are included.

5. Refund Eligibility:

• Refunds on returns will be issued under the following circumstances:

  • The item has a manufacturing defect.

  • The wrong item was shipped to the customer.

  • The item does not meet the customer's needs due to a manufacturing fault or wrong item ordered

6. Refund Process:

• If you qualify for a refund, please follow these steps:

  • Contact us with the subject "RETURN/REFUND REQUEST"

  • Provide clear photos or evidence of the issue.

  • We will arrange a return shipping label for you, or in the case of wrong item shipments, we will arrange a return and offer a full refund or send the correct item at no additional cost.

  • Once we receive the returned item and verify its condition, we will process your refund within 7 business days.

7. Non-Eligible Returns:

• We will not accept returns for items that have been worn or damaged by the customer or their pet.

• Returns initiated outside of the stipulated return window will not be accepted.

8. Exchanges:

• Buddy and Zara currently does not offer direct exchanges. If you wish to exchange a product, you will need to return the item as per our policy and you will receive a full refund (if it's in compliance with our requirements mentioned in our return and refund policy). You will have to place a new order for the desired item.

• All delivery costs (including return) will be supported by the customer.

• This clause is applicable if Buddy and Zara is free of any responsibility regarding the received product. If we shipped the correct items and the product meets all functionality requirements as mentioned on our product description and the customer does not qualify for some reason for a refund or return, the customer will be the one to support all expenses involved in item exchanging process.

9. Shipping Costs:

• Shipping costs for returned items will be covered by Buddy and Zara only in cases where we shipped the wrong item or when there is a manufacturing defect. In all other cases, the customer is responsible for return shipping costs.

10. Customer Responsibility:

• It is the customer's responsibility to ensure the correct size and type of product is ordered for their pet. Please refer to our size guides and product descriptions for guidance.