Refund policy

At DJANGO, our priority is that you and your dog love your gear and feel confident using it on every adventure. If something isn’t quite right, we’re here to help.

Returns

We accept returns within 30 days of delivery.

To initiate a return, please email hello@djangobrand.com within 30 days of receiving your order and include:

  • Your order number

  • Full name

  • Shipping address and zip code

Once your request is reviewed, we’ll email you return instructions.

Return Eligibility

To be eligible for a return:

  • Items must be new, unused, unaltered, and unwashed

  • Items must be returned in their original packaging

  • Items must be clean and free of dog hair, dirt, odors, or signs of wear

We encourage trying items on at home for sizing purposes. A quick indoor try-on is perfectly fine — we just ask that returned items remain in brand-new condition (a lint brush works great for removing dog hair).

Items showing signs of use, wear and tear, damage, washing, or improper handling are not eligible for return or refund.

Final Sale Items

Items marked Final Sale are not eligible for return or refund.

Return Shipping Costs

For most returns, customers are responsible for the return shipping fee. To make this easy, we provide prepaid return labels, and the cost is simply deducted from your refund once your return is processed.

Typical return shipping costs:

  • Small items (harnesses, collars, leashes): approximately $7.50

  • Larger items (DjangoPack™ Dog Carrier Backpack, DjangoTote™ Dog Carrier Bag): typically $13–$15, depending on size and weight

Shipping costs from your original order are non-refundable.

If your item arrives defective, damaged, or incorrect, please contact us right away. In these cases, DJANGO covers return shipping and any replacement shipping costs.

Refund Processing

Once your return is received and inspected, we’ll notify you by email regarding approval.

Approved refunds are issued to the original method of payment and typically process within several business days. Please note that processing times can vary slightly by bank or credit card provider.

Late or Missing Refunds

If you haven’t received your refund after approval:

  1. Check your bank account again

  2. Contact your credit card company (posting times vary)

  3. Contact your bank

If you’ve completed these steps and still have questions, please reach out to us at hello@djangobrand.com — we’re happy to assist.