Return & Refund Policy

At Lazadog, we want you to feel confident shopping for your pets. If your order arrives damaged, incorrect, or otherwise unsuitable under this policy, we’re here to help.

This policy applies to purchases made through Lazadog.com, including orders fulfilled by participating sellers. Nothing in this policy limits your rights under applicable consumer protection laws.

1. Return Requests

Please contact hello@lazadog.com within 7 calendar days of receiving your order to request a return.

For faulty products, hidden defects, or other matters covered by applicable law or a product warranty, rights may continue beyond this period. Please contact us as soon as you discover the issue.

A return, replacement, or refund may be available if:

• You received the wrong product, size, or quantity.

• Your product arrived damaged, defective, leaking, or with a compromised seal.

• Your product was expired when delivered.

• The product materially differs from its description.

• An item is missing from your order.

Please keep the product, packaging, labels, and any remaining contents where safe and practical until we provide instructions.

2. Change-of-Mind Returns

You may request a change-of-mind return within 7 calendar days of delivery for unused, unopened products in their original, resaleable condition.

Include all original accessories, labels, and any gifts supplied specifically with the returned item.

The following are generally excluded from our voluntary change-of-mind return offer:

• Opened pet food, treats, and supplements.

• Used grooming, hygiene, or sanitary products.

• Used, washed, or soiled accessories.

• Personalized or made-to-order products.

• Perishable products requiring special storage.

These exclusions do not apply to valid claims involving faulty, unsafe, incorrect, or misdescribed products, or where a return is required by law.

3. Pet Food and Product Safety

Please check the packaging and expiry date before feeding any product to your pet.

If you suspect contamination, spoilage, or a product safety issue, stop using the product and contact us promptly. Where available, include photographs of the packaging, batch number, and expiry date.

An opened package does not automatically disqualify a product from a safety or defect claim. An unboxing video is helpful if available, but is not required to submit a request.

4. How to Request a Return

Email hello@lazadog.com with:

• Your order number.

• The name and contact details used for the order.

• The product you wish to return.

• A description of the issue or reason for return.

• Relevant photographs, if available.

• Your preferred resolution: refund or replacement.

We will review your request and provide the appropriate return address and shipping instructions. Please contact us before sending an item so we can direct it to the correct location. This process does not restrict any statutory cancellation or return rights.

Pack returned products securely and retain your shipping receipt and tracking number.

5. Return Shipping Costs

For confirmed damaged, defective, expired, incorrect, or misdescribed products, Lazadog or the responsible seller will cover reasonable return shipping costs through an agreed return method.

For voluntary change-of-mind returns, the customer pays return shipping unless otherwise stated. Original delivery charges are generally non-refundable for these returns.

Where applicable law requires different treatment of delivery or return costs, those requirements will apply.

6. Refunds

We will notify you of the outcome of your request and explain any decision to decline it.

Approved refunds will normally be issued to the original payment method. For cash-on-delivery orders or payment methods that cannot receive refunds, we will agree on an alternative, such as a bank transfer.

We will confirm the expected processing time when arranging your refund and meet any applicable legal deadline. The time taken for funds to appear may depend on your bank or payment provider.

Refunds reflect the amount actually paid for the returned item after applicable discounts. Store credit will only be offered as an alternative with your agreement.

We will never ask for your password, card PIN, or one-time password to process a refund.

7. Replacements and Exchanges

Replacements are subject to stock availability. If a suitable replacement is unavailable, we will arrange an appropriate refund.

For voluntary size or product exchanges, please contact us before returning the item. Any price difference or applicable shipping charge will be explained in advance.

8. Order Cancellations

To request cancellation, email hello@lazadog.com as soon as possible with your order number.

If the order has not been dispatched, we will attempt to stop fulfillment and arrange a refund where payment has been collected. If it has already shipped, we will explain the available return options.

9. Marketplace Orders

If your order was supplied by a third-party seller, Lazadog will help coordinate the return or refund request.

Please contact us if you cannot resolve an issue with the seller. Seller-specific terms must not reduce the protections provided by this policy or applicable law.

10. Contact Us

For return, replacement, cancellation, or refund assistance:

Email: hello@lazadog.com
Website: www.lazadog.com

Correspondence Address:
Lazadog
89/133 Moo 7, Modish Villa, Ban Klang Subdistrict,
Mueang Pathum Thani District, Pathum Thani 12000, Thailand

Please contact us before sending returns. The return address may differ depending on the product and seller.