RETURN AND REFUND POLICY
RETURN POLICY
If more than 14 days have passed since you received your order, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted:
– Books with obvious signs of use.
– CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened.
– Any item not in its original condition, is damaged, or has missing parts for reasons not due to our error.
– Any item that is returned more than 14 days after delivery.
Certain types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Other non-returnable items:
– Gift cards
– Downloadable software products
– Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
REFUND POLICY
Your satisfaction is our priority. If for any reason you are not satisfied with your purchase, we offer a 14-day return policy. If 14 days have passed since the delivery of your purchase, unfortunately, we cannot offer you a refund or exchange.
If you are not satisfied with your purchase, you can contact us within 24 hours of your order, and we will fully refund you.
We will start processing your order 24 hours after it has been placed. This gives us time to check your order and correct any errors that may have occurred. Once this period has passed, we cannot refund you if you change your mind or made a mistake when ordering.
However, once you have received your product, you can return it under certain conditions. To be eligible for a return, your item must be in the same condition that you received it and in the original packaging. You must also provide us with a photo of the product to prove that it is damaged.
Here’s how to return your product:
– Send your package to the address we provide. Make sure to provide us with a photo or proof that you have returned the package to this address. Do not send your product directly to the manufacturer.
– If you choose the second option, we will accept a postal receipt or shipping ticket as proof of return.
We may ask you to wait until we have received the package before sending proof of return. If you request a refund, we may need to inspect the package before processing the refund.
Once we have received your return, we will inspect the item. If we find that the product is in good condition, we will return the product to you and will not issue a refund.
We commit to processing your refund as soon as we receive your return. In accordance with Portuguese law, we will issue the refund within 14 days after receiving the returned item or proof of its shipment. The refund will be made using the same payment method you used for the purchase unless otherwise agreed.
We understand that our return procedures may seem complicated, but our experience has shown that they are necessary to prevent abuse. We do our best to handle each return and refund request fairly and equitably.
If you encounter problems with your refund, please contact your bank or credit card issuer. There is often a processing delay before a refund is posted.
If you have done all of the above and still have not received your refund, please email us at: contact@dogfriends.store
Our team will check if you have followed all the return and refund procedures. If so, we will check our database and take the necessary measures.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at contact@dogfriends.store
To return your product, you should send it to our returns processing center in Portugal. We will give you the exact address when you contact us to initiate the return process. Please note that you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Please note that you will need to pay the shipping costs for returning your item. If you receive a refund, the return shipping costs will be deducted from your refund.