Returns & Refund Policy
Returns
At Dear Louie, we want you and your pets to be happy with your purchase.
Customers may request a return within 14 days of delivery, subject to the eligibility requirements outlined in this policy and applicable consumer protection laws.
To qualify for a return, items must be in the same condition in which they were received, unworn or unused, with tags attached and in their original packaging, unless otherwise indicated in the return instructions. We reserve the right to reduce a refund where an item has been used, damaged, or handled beyond what is reasonably necessary to inspect it, where permitted by law.
Please contact us before sending any item back to confirm eligibility and receive return instructions.
How to Start a Return
To request a return, email support.dearlouie@gmail.com within 14 days of receiving your order.
Please include your order number, the item you wish to return, and the reason for the return.
Once your return is approved, you will receive instructions on how to send the item back.
Return Address:
Dear Louie
5 Aderibigbe Street,
Ikosi-Ketu, Lagos, Nigeria.
Please do not ship any item to this address until you have received confirmation and return instructions from our team.
Unless otherwise stated or required by applicable law, customers are responsible for return shipping costs for change-of-mind returns.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or different from what you ordered, please notify us at support.dearlouie@gmail.com within 48 hours of delivery.
Include your order number, a description of the problem, and clear photographs or videos showing the issue, where possible. Our team will review your report and provide instructions on the next steps.
The 48-hour reporting window is intended to help us investigate delivery and product issues promptly. It does not exclude or restrict any rights you may have under applicable consumer protection laws.
Exceptions and Non-Returnable Items
Certain items may be excluded from change-of-mind returns where this is disclosed on the product listing or otherwise communicated before purchase, subject to applicable law.
If you are unsure whether an item qualifies for a return, please contact us before sending it back.
Nothing in this policy limits your legal rights concerning defective goods, goods that are not as described, non-delivery, or other circumstances covered by applicable consumer protection laws.
Exchanges
To request an exchange, contact support.dearlouie@gmail.com within 14 days of delivery.
Exchanges are subject to product availability and the applicable return conditions. Please wait for confirmation and instructions before returning your item.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be processed within 3–5 business days of approval and issued to your original payment method, unless otherwise stated or required by applicable law.
Please note that your bank or payment provider may require additional time to make the funds available in your account. This additional time is outside our direct control.
If your refund has not been processed within the stated timeframe, please contact us at support.dearlouie@gmail.com.
Refunds for damaged, defective, incorrect, or otherwise non-compliant items will be handled in accordance with applicable consumer protection laws.
Cancellations
If you wish to cancel an order, please contact support.dearlouie@gmail.com as soon as possible.
Cancellation requests are subject to the order's fulfillment status and applicable law. We cannot guarantee cancellation once an order has been processed or shipped.
Contact Us
For return requests, exchanges, cancellations, refund inquiries, or reports of damaged, defective, or incorrect items, please contact us using the details below.
Business Name: Dear Louie Hub
Email: support.dearlouie@gmail.com
Phone: +234 707 512 5812
Returns Address:
Dear Louie
5 Aderibigbe Street,
Ikosi-Ketu, Lagos, Nigeria.
Please contact us before sending any item back to receive confirmation and return instructions.