Refund Policy

Effective Date: 1 January 2026

• 1. The Dr. Catch Satisfaction & Safety Philosophy
  • Uncompromising Material Standards: We expertly engineer our dog puzzles, IQ training toys, and slow feeders using exclusively premium, BPA-free, PVC-free, and food-grade materials to ensure the absolute safety, health, and happiness of your pets.
  • Confidence in Enrichment: We are profoundly confident in the cognitive benefits, anxiety reduction, and digestive health improvements our products deliver to modern canine companions.
  • Understanding Exceptional Circumstances: However, we formally acknowledge that exceptional, unforeseen circumstances, aesthetic preferences, or incompatibility with a specific dog’s play style may occasionally necessitate a product return.
  • Bio-Sanitation Governance: Because our core educational products are utilized directly in daily food consumption and are intimately exposed to pet saliva and biological matter, our Refund Policy is strictly governed by uncompromising veterinary health guidelines, rigorous bio-sanitation protocols, and highly structured logistical standards designed to protect all consumers.
• 2. Retail Return Eligibility and Strict Bio-Sanitation Protocols
  • The 30-Day Evaluation Window: For standard, individual retail transactions securely processed directly through drcatch.shop, we gracefully facilitate a comprehensive thirty (30) day evaluation window. This window commences on the exact recorded date of verified delivery by our courier partners.
  • Initiating a Retail Return: To successfully qualify for a retail refund, you must officially initiate the formal return request within this strictly stipulated thirty-day timeframe by communicating directly with our parent concierge team at info@drcatch.shop.
  • The Factory-Sealed Mandate: To ensure the safety of our inventory, the canine puzzle must remain in its absolute original, unused, and factory-sealed condition.
  • Pathogen Contamination Risks: Due to exceptionally strict global bio-sanitation laws and the severe cross-contamination risks involving canine parvovirus, kennel cough, and other highly contagious pathogens, we have a strict zero-tolerance policy for used items.
    • We unequivocally cannot accept returns, issue refunds, or process exchanges for any toy that has been unsealed, physically played with, or exposed to pet saliva.
    • We cannot accept returns on items that have been in contact with dog food, raw meat diets, or training treats.
  • Freight Liability: The financial responsibility for all outbound and inbound return freight, tracking numbers, and associated transit insurance fees rests entirely and exclusively with the consumer initiating the return process.
• 3. The Rigorous Inspection and Refund Execution Process
  • No Automated Refunds: Due to the exceptionally precise nature of our children’s premium toys and the strict hygiene standards we maintain, we do not process automated or instant refunds under any conceivable circumstances.
  • Multi-Point QA Diagnostics: Once your returned item safely arrives at our designated global fulfillment center, our highly trained Quality Assurance (QA) technicians will conduct a rigorous, multi-point sanitary inspection of the returned merchandise.
    • They will meticulously check for microscopic surface scratches, verify the integrity of the factory seal, and confirm the presence of all original manuals and packaging components.
  • Authorization and Timelines: If the product successfully passes this intense inspection and is officially verified as completely pristine, your financial refund will be formally authorized by our billing department.
    • The credited amount, explicitly minus any original shipping and handling transit fees incurred during the initial dispatch, will be routed directly back to your original encrypted payment method.
    • This transfer typically clears within an estimated 7 to 10 business days, depending exclusively on your banking institution’s processing velocity.
  • Rejection Scenarios: If the item fails inspection due to verified usage, physical damage, or biological exposure, it will be instantly rejected and responsibly disposed of according to bio-waste guidelines, with absolutely no refund issued.
• 4. Commercial B2B Bulk Order Returns ($799 MOQ)
  • Different Logistical Parameters: The return architecture for our commercial wholesale partners, international distributors, and veterinary clinics operates under entirely different, highly rigid logistical parameters compared to individual retail consumers.
  • Finality of Commercial Sales: Because wholesale educational acquisitions (equal to or strictly exceeding our $799 MOQ) involve highly complex logistical staging, specialized commercial freight carriers, and massive bulk inventory allocation across our supply chain, all B2B commercial transactions processed via sales@drcatch.shop are legally classified as definitive, irrevocable, and final sale.
  • No Buyer’s Remorse for B2B: We explicitly do not accommodate bulk returns based on retail overstocking, slow market turnover, changing clinic business models, or commercial buyer’s remorse under any conceivable circumstances.
• 5. Protocol for Verified Manufacturing Anomalies
  • The Singular Exception: The singular, absolute, and non-negotiable exception to our strict final sale and return policies involves visually verified structural or manufacturing defects originating directly from our factory assembly lines.
  • 14-Day Reporting Window: If a retail customer or a B2B clinic identifies a legitimate factory defect within a specific batch of puzzles upon delivery, they must formally alert our technical support desk at info@drcatch.shop within 14 calendar days of receiving the freight.
  • Evidentiary Requirements: You will be mandatorily required to submit high-definition photographic or video evidence clearly highlighting the anomaly.
  • Rapid Resolution Deployment: Upon conclusive verification by our engineering team, Dr. Catch will rapidly deploy replacement parts or issue immediate, brand-new replacement units to ensure your pet’s mental enrichment routine or your clinic’s inventory faces absolutely zero downtime.