Effective Date: 1 January 2026
1. The Dr. Catch Return Philosophy We engineer our dog puzzles and slow feeders using premium, BPA-free, and food-grade materials to ensure the absolute safety and happiness of your pets. However, we acknowledge that exceptional circumstances may necessitate a return. Because our core products are utilized directly in food consumption and are exposed to pet saliva, our Refund Policy is strictly governed by uncompromising veterinary health, bio-sanitation, and logistical standards.
2. Retail Return Eligibility and Bio-Sanitation Protocols For standard, individual retail transactions, we facilitate a thirty (30) day evaluation window commencing on the exact date of verified delivery. To successfully qualify for a retail refund, the puzzle must remain in its absolute original, unused, and factory-sealed condition. Due to strict bio-sanitation laws and cross-contamination risks involving canine parvovirus and other pathogens, we unequivocally cannot accept returns, issue refunds, or process exchanges for any toy that has been unsealed, played with, or exposed to pet saliva, dog food, or treats. The financial responsibility for all return freight rests entirely with the consumer.
3. The Inspection and Refund Execution Process Once your returned item arrives at our designated fulfillment center, our Quality Assurance (QA) technicians will conduct a rigorous sanitary inspection. If the product passes inspection and is verified as factory-sealed and pristine, your refund will be authorized. The credited amount (minus any original shipping fees) will be routed back to your original encrypted payment method within 7 to 10 business days, depending on your banking institution’s processing velocity. If the item fails inspection due to usage or biological exposure, it will be rejected and responsibly disposed of, with no refund issued.
4. Commercial B2B Bulk Order Returns The return architecture for our commercial wholesale partners and veterinary clinics operates under entirely different logistical parameters. Because wholesale acquisitions (equal to or exceeding the $599 MOQ) involve complex logistics, commercial freight carriers, and bulk inventory allocation, all B2B commercial transactions are classified as definitive and final sale. We do not accommodate bulk returns based on retail overstocking, slow market turnover, changing clinic business models, or commercial buyer’s remorse.
5. Protocol for Verified Manufacturing Anomalies The singular, non-negotiable exception to our final sale and return policies involves verified structural manufacturing defects. If a retail customer or a B2B clinic identifies a factory defect within a specific batch of puzzles upon delivery, they must alert our technical support desk within 14 calendar days of receiving the freight. You will be required to submit high-definition photographic evidence of the anomaly. Upon verification, Dr. Catch will rapidly deploy replacement parts or issue immediate replacement units to ensure your pet’s playtime faces zero downtime.
