REFUND POLICY
Last updated: 2026-08-17

Hello and welcome to Dog Mom! I’m Sandra, the heart and soul behind the Dog Mom brand. My commitment to providing you with superior customer service is at the core of everything I do. I understand the importance of your satisfaction and am dedicated to ensuring that each of your experiences with Dog Mom is a delightful one.

I make two quite different kinds of thing, so this page is split accordingly. Clothing and accessories are made to order. Ramps are handmade by me here in South Africa. Returns work differently for each, and the last section applies to both.

Clothing and accessories

Understanding Print on Demand

As a solopreneur running a print-on-demand business, each item you order is uniquely made just for you. This process offers great customisation and uniqueness but also means that returned items, especially due to sizing issues, often cannot be resold. I kindly ask for your understanding, as this is a crucial part of maintaining a sustainable, quality-focused business.

Refund Eligibility

You can request refunds within 14 days of the original purchase.
Items must be returned in their original, unworn/unused condition and original packaging.

Addressing Sizing Issues

Finding the right fit online can be tricky, and because each item is made for you once you order, I’d far rather help you get it right up front. Please use the detailed sizing charts, and don’t hesitate to reach out to me for personalised guidance before you order.

If you’ve already ordered and the fit isn’t right, get in touch and I’ll do what I can to help.

Handling Faulty or Incorrect Items

If you receive an item that’s faulty or not as described, rest assured that I will take care of it. In these cases, I will cover the return shipping cost and ensure you get a replacement or a refund, based on what you prefer.

Dog ramps

Every ramp is built by hand, by me, here in South Africa. They’re heavy, oversized items, so returns work a little differently to the rest of the range.

In the unlikely event that your ramp is faulty

I build every ramp myself, put it together myself, and pack every one myself before it goes out, so nothing leaves here that I haven’t gone over first. But if a ramp does fail within six months of delivery through a fault in the materials or my workmanship, you choose whether you’d like it repaired, replaced or refunded, and I’ll cover the cost of collecting it. Just send me photos and your order number. That covers things like a hinge or joint failing in normal use, structural cracking, or a leg that won’t hold its setting.

What isn’t a fault

These ramps are made from real timber and stained by hand, so no two are identical. Colour, grain and knot variation between ramps, and between panels on the same ramp, is part of what handmade means rather than a defect. The same goes for gradual wear of the traction surface over time, and for scuffs, dents and marks from normal use or from transport in a vehicle.

Timber is an organic material which expands and contracts with the weather, so there is a chance that a screw can work loose over time. That’s normal wear and tear. Your ramp won’t arrive with a loose screw, and if it ever did I’d want to hear about it straight away. The care guide that comes with your ramp asks you to check the screws now and then, and if one has worked loose it’s an easy fix: pop a matchstick or a toothpick into the hole, break it off flush, and screw the screw back in with a drop of super glue. Message me if you’d rather I talk you through it.

On the ramps that take barrier rails, the rails are there to guide your dog and discourage them from jumping off, as your assembly card explains. They aren’t built to take hard knocks or heavy pressure, so damage to a rail from impact or weight isn’t covered.

Please don’t leave your ramp outside. Using a ramp outdoors is absolutely fine, into a boot, over a step, wherever your dog needs it. It just needs to come back indoors or under cover afterwards. Timber and weather don’t get along over time, and damage from a ramp that has been left out isn’t something I can cover.

I also can’t cover damage from misuse, including use above the stated weight limit, or any ramp that has been cut, drilled, re-stained, re-covered or otherwise modified.

If your dog is unsure about the ramp at first

Every dog is different. Some take a few hours to get the hang of a ramp, others need a few weeks of patient introduction, and in my experience nearly all of them get there. It usually comes down to the patience of the human more than the willingness of the dog. Every ramp ships with a QR code linking to my free training guide, so please start there. If you’ve worked through it and your dog still isn’t taking to it, get in touch and tell me what you’re seeing, ideally with a photo or a short video. It’s very often placement or surface rather than the ramp itself, and I’d far rather help you get it working. If we really can’t get there, talk to me and we’ll work something out between us.

If you need to return a ramp that isn’t faulty

Ramps are handmade to order and they’re big, heavy things to ship, so a ramp coming back carries real costs: the courier out to you, the packaging, the payment processing fee, and whatever it takes to get it ready to sell to someone else. If you do need to send one back, please talk to me first. A restocking fee of up to 20% of the purchase price covers those costs and may be deducted from the refund, and the return transport is for your account. I look at every one of these individually, so just ask.

Getting a ramp back to me

Please don’t book your own courier. Most standard services won’t handle a ramp properly, and a ramp that arrives damaged can’t be refunded in full. Give me your order number and I’ll arrange a courier that does handle them, and talk you through how to pack it.

For everything

Process for Returns

For returns, please contact me directly with your order details before sending anything back. I’m here to assist you every step of the way.

Note: For refund requests on non-faulty items, such as a change of mind or non-fitting items, return shipping costs will be your responsibility.

Refund Process

Refunds are processed back to the original payment method.
I aim to handle refunds promptly, but kindly allow some time for the transaction.

My Promise to You

Your satisfaction is my utmost priority. If there are any concerns or special circumstances, please feel free to contact me directly. I value your business and appreciate your understanding as we navigate the unique challenges of a print-on-demand service together.

Let’s Connect

If you have any questions or need assistance, please email me at info@dogmom.co.za.