Refund policy
Last updated: February 17, 2026
1. Our Commitment
We want you — and your dog — to be completely satisfied with your ÉLODIE purchase. If something isn’t quite right, we will resolve the matter fairly and in accordance with South African consumer protection law.
2. Proof of Purchase
All returns, exchanges, or refund requests must be accompanied by valid proof of purchase, including:
-Invoice number
-Date of purchase
-Item details
This ensures accuracy and protects both our customers and our business.
Please retain your invoice.
3. Change-of-Mind Returns (Online Orders)
In accordance with Section 44 of the Electronic Communications and Transactions Act, customers who purchase online may return eligible items within 7 days of delivery for a refund, subject to the conditions below.
Additionally, as a courtesy, ÉLODIE may consider returns within 14 days of delivery, provided the item meets the eligibility requirements.
To initiate a return, please email:
Include:
-Invoice number
-Full name and delivery address
-Item(s) to be returned
-Reason for return
4. Return Eligibility Requirements
To qualify for return or exchange, items must:
-Be unused and clean
-Be in original condition
-Include original packaging
-Be accompanied by proof of purchase
For hygiene reasons, collars that show signs of wear, dirt, damage, or odour cannot be accepted.
5. Custom & Personalised Items
Custom-made or personalised items, including engraved tags, are non-refundable and non-returnable unless faulty.
6. Faulty or Incorrect Goods
If your item arrives damaged, defective, or incorrect:
-Notify us within 30 days of delivery
-Email clear photographs and your order number
Under the Consumer Protection Act (CPA), customers are entitled to a repair, replacement, or refund for defective goods within six months of purchase, subject to inspection.
If the fault is confirmed, ÉLODIE will cover return shipping costs.
7. Purchases Through Stockists
If you purchased from an authorised ÉLODIE stockist, returns must be handled directly through that retailer in accordance with their return policy.
We are unable to process returns for products purchased through third-party retailers.
8. Return Shipping
For change-of-mind returns:
-Customers are responsible for return shipping costs.
-We recommend using a tracked and insured courier service.
-Items remain the customer’s responsibility until received by ÉLODIE.
Original shipping fees are non-refundable.
9. Refunds
Once the returned item is inspected and approved:
-Refunds will be processed to the original payment method used at checkout.
-Processing times may vary depending on your payment provider.
10. Order Cancellations
If we are required to cancel an order due to circumstances beyond our control, you will be notified in writing and refunded in full.