Refund policy
Refunds, Returns, change of mind, cancellations and exchanges - within 7 day purchase period
To be eligible for a refund or return, you must return your item must in the same condition that you received it, unworn or unused, with tags, and in its original packaging within 7 days. You’ll also need the receipt or proof of purchase.
To start the refund or return process, contact us at gday@mymatedug.com with a description of the issue and images/video relating to the problem. The cost of shipping a defective item to us, if within the 7 days, is incurred by dug.
Please note - Cost of shipping for returns, cancellations, change of mind or exchanges is at the cost of the Customer.
Damaged goods on arrival
Please inspect your order upon reception and contact us immediately if the item is damaged so we can evaluate the issue and make it right - within 7 days.
Damaged Goods includes can include dents, scratches and any other indentations occurred BEFORE use.
Please note - any scratches, dents, paint chips, scratches or marks or any other external damage is not covered under warranty AFTER use.
Exchanges
If you have received dug and wish to exchange for another colour, please contact the team at gday@mymatedug.com and make arrangements to swap the product. Return shipping is at the cost of the Customer. Once received, with all packaging, we will exchange for the preferred item. No exchanges accepted after 7 days.
Assessment of issues outside of initial purchase period
Assessed on a case by case basis and shipped at the cost to the Customer.
Please note, we will not assess any returned dug bottle with any external damage or dents.
To start the assessment process, contact dug at gday@mymatedug.com and complete the following steps below.
If we deem there is sufficient evidence to suggest the bottle is faulty, and there is no external damage, we will offer a replacement. If not approved, the dug team can return products to you, at the standard Australia Post shipping rate - shipped at the cost to the Customer.
Please note
dug pty ltd reserves the right to refuse assessment or replacement or refund of any returned item if there is external damage to the dug Growler, which may cause a fault or issue with insulation quality or broken parts, including lids.