RETURN & REFUND POLICY
At McDuffy, we want to make sure you and your pup are 100% happy with your purchase.
In case you selected the wrong item or changed your mind, we allow exchanges or returns within 7 days of receiving your order.
Easy Returns & Exchanges
You can return an item to us via courier or request an in-person exchange at one of our McDuffy Kiosks. You are entitled to one (1) return or exchange per order, either through a replacement item or a McDuffy voucher, provided the item is in its original condition.
Once your return request is approved via email, you have 7 days to return the item(s) either:
- To our designated warehouse (courier fees apply), or
- To a McDuffy Kiosk (if available in your area).
Once the item is successfully exchanged or refunded, no further refund or replacement will be issued for the same order.
Items Not Valid for Return or Exchange
Due to safety, hygiene, and quality control, the following items are non-returnable and non-refundable:
- Dog treats, chews, and opened pet food
- Pet grooming items (used or unsealed)
- Sale or clearance items marked "Final Sale"
- Personalized or customized items
- McDuffy Gift Cards (digital or physical)
Proof of Purchase Required
To process your return or exchange, please include the order confirmation email or receipt. No returns will be accepted without proof of purchase.
Valid Returns Must Be:
- Purchased directly from “www.McDuffy.co” or an any of McDuffy’s Kiosk
- Unused, unwashed, unchewed, and in re-salable condition
With all original tags, labels, and packaging (e.g., boxes, pouches, cards)
How to Pack Your Return
If returning via courier, please rewrap the item securely in its original or equivalent packaging to prevent damage in transit. McDuffy is not responsible for items lost or damaged during return shipping.
Received the Wrong or Faulty Item?
If we sent the wrong item or it’s faulty upon arrival, please contact us immediately at support@mcduffy.co We’ll process your replacement or refund accordingly.
Please do not use the product if you suspect it is incorrect or defective, as this may affect the return eligibility.
Handy Tip
Before returning your item:
- Take a photo of your return parcel
- Keep your tracking number
- Wait for our email notification confirming your return has been received and processed
Invalid Returns
Returned items that are worn, damaged, altered, or missing packaging will not be accepted. If applicable, we may issue a partial refund (up to 50%) as a digital McDuffy Gift Card for items with missing tags or packaging at our discretion.
Refund Method & Processing Time
Refunds are processed to your original payment method (e.g., credit card, GCash, Maya, PayMongo). Refunds typically appear within:
- Paypal - Immediate or within 1-2 days
- GCash / Maya: 5–15 business days
- Credit or Debit Cards (Visa, Mastercard): 7–15 business days or up to 30 depending on your bank
- PayMongo Installments: Minimum of 10-15 days or up to 30 day depending on your bank
Cash refunds are not available as we do not offer Cash on Delivery (COD) at this time.
Undelivered or Missing Items
If your order arrives incomplete or an item goes missing in transit, we’ll coordinate a reshipment or issue a Gift Card or refund. Just email us at support@mcduffy.cowith your order number and a description of the issue.
Final Notes
Please double-check your shipping address at checkout. McDuffy cannot refund or resend orders delivered to incorrect addresses due to customer input error.
If you have questions or need assistance, our Customer Care Team is happy to help at support@mcduffy.co.