Refund policy
Return & Refund Policy
Thank you for shopping at Keriz (operated by BRAND NEW RETAIL PTY LTD). We want you and your dog to be completely satisfied with your purchase. This Return & Refund Policy explains how we handle returns, exchanges, and refunds for our customers in Singapore.
Please note that all transactions on our store are processed in United States Dollars (USD), and our return processing facility is located in Australia.
1. 30-Day Return Window
We offer a 30-day return policy. You have 30 days after receiving your item to request a return. Requests submitted after 30 days cannot be accepted unless required by applicable consumer protection laws.
2. Return Eligibility & Condition
To qualify for a return, the product must be in new and unused condition—the same condition that you received it, unworn, with all original tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase (such as your order confirmation email).
Dog Toy Condition Review:
As we specialize in dog toys and pet supplies, return inspections are strictly carried out to ensure hygiene and safety. An item cannot be accepted for return if it shows signs of use beyond normal inspection, including but not limited to:
- Bite marks, chew marks, or saliva residue.
- Food, treat stains, or heavy pet hair/odor.
- Torn fleece, stretched rubber, or outdoor dirt.
- Texture changes due to washing.
- Missing parts, accessories, or original packaging.
*Note: Dog preference varies. If your dog does not show interest in a toy, it can only be returned under our standard "new and unused" change-of-mind policy within the 30-day window.
3. How to Start a Return
To initiate a return, please follow these steps:
- Contact our support team at support@keriz.shop with your order number, checkout email, item name, and the reason for the return. For damaged or defective items, please attach clear photos or videos of the product and its packaging.
- Once your return request is approved, we will send you a prepaid return shipping label via email, along with instructions on how and where to send your package.
- Important: Please do not send items back to us without first requesting a return. Unauthorized returns will not be accepted.
4. Return Shipping & Restocking Fees
- Return Shipping Fee: Free. We provide a free prepaid return shipping label via email for all eligible returns (including both defective and change-of-mind/non-defective items).
- Restocking Fee: No restocking fee ($0) will be charged to consumers for returning a product.
- Return Method: By mail.
Return Address
All approved returns must be mailed to our official business address:
UNIT 5 196-198 ROWE STREET
EASTWOOD, NSW 2122
Australia
5. Refund Timeline
Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed automatically and credited to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.
6. Exchanges and Cancellations
- Exchanges: We only replace items if they are defective, damaged, or if you need a different size/item that is currently in stock. If the replacement is unavailable, we will issue a refund.
- Cancellations: You may request to cancel your order before it has been processed or shipped. Please contact us immediately if you wish to cancel.
7. Contact Information
For any questions regarding returns, refunds, or your order, please reach out to our customer support:
- Legal Company Name: BRAND NEW RETAIL PTY LTD
- Store Name: Keriz
- Email: support@keriz.shop
- Phone: +61480804753
- Business Address: UNIT 5 196-198 ROWE STREET EASTWOOD, NSW 2122 Australia
- Support Hours: Monday - Saturday: 9:00 AM - 5:00 PM (PST)