Refund policy

Your request will be processed starting from the first email you send to customer service regarding your return. Due to high volume, it is not always possible to respond immediately. Multiple emails are not necessary: your request will be processed as quickly as possible.

If for any reason you are not satisfied with the order you received, please contact us by email at support@dogbeds.co. DogBeds strives to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. If you have any problems with the shipping or the product, please contact us and our team will assist you promptly.

It may happen that you wish to return an order. Perhaps you do not like the product after all, or there is another reason why you do not wish to keep the order. Whatever the reason, you have the right to cancel your order within 100 days of receipt without giving any reason.

After cancellation, you have an additional 14 days to return the product. You will be refunded the full order amount, including shipping costs. Only the costs for the return shipment from your address to the online shop are at your own expense. These costs are approximately €8.95 per package; please consult the website of your shipping provider for exact rates. If you exercise your right of withdrawal, the product must be returned to the entrepreneur with all supplied accessories and – as far as reasonably possible – in its original condition and original packaging. To exercise this right, you can contact us via email at support@dogbeds.co. We will refund the order amount due within 14 days of registering your return, provided the product has already been returned in perfect condition.

If the product is damaged or the packaging is damaged more than is necessary to test the product, we may charge you for this reduction in the value of the product. Therefore, please handle the product with care and ensure it is well-packaged when returning it.

For sealed products: If the seal is broken, these products cannot be returned.

Products manufactured according to consumer specifications (custom-made products):

Products that are clearly personal;

Products that, by their nature, cannot be returned.

Damaged products upon arrival

We are sorry! Unfortunately, it can happen that your product is damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, the return period unfortunately expires. For the fastest solution, please send us an email with a photo showing the damaged part of the item. The best photos are those on a flat surface where the label and the defect are clearly visible. We will use this information to help you with your order and to avoid mistakes in the future.

For defects, we always provide a new package or a refund the first time. If it arrives defective a second time, we will refund the full purchase price. For questions about damaged products upon arrival, you can contact us.

Production errors or defects after use

We are sorry! Unfortunately, it can happen that a production error appears after some time. It must truly be a defect. In other words: the part is broken and no longer meets the manufacturer's standards. Wear and tear parts are excluded from production errors or defects. Wear and tear parts include, but are not limited to:

• Drive belts
• Batteries,
• Brake pads and discs, brake linings, brake drums,
• Chains, lamps, gears, tires, and tubes
• Moving parts in the broadest sense of the word

For questions regarding production errors or defects after use, please feel free to contact us via our customer service.

Incorrect delivery of products

We do our best to process all orders correctly. Unfortunately, it can sometimes happen that an order slips through and we deliver the wrong product to you. Of course, we will resolve this and send you the correct product free of charge. For questions about the delivery of incorrect products, please feel free to contact our customer service.

In case it is not yet clear, we have summarized some frequently asked questions about our return policy here:

How long is the return period?

You can return a product within 100 days of receiving your order.

How long does it take to get my money back?

A full refund will be issued to the original payment method after we have received, inspected, and confirmed that the products have only been opened. All customers must contact us after returning the package and provide us with the Track & Trace data so that we can process the refund. We will process the refund within 14 days.

Do I have to pay for my return?

Yes, all customers are responsible for the costs of their own return. We recommend sending returns with Track & Trace, as we cannot accept responsibility for lost return shipments.

Can I return my product without contacting you?

No, you must contact us before returning the item, as the return address may differ from the original delivery address.

How can I contact you?

You can reach us by email at support@dogbeds.co. The DogBeds team works Monday to Friday, from 08:00 AM to 07:00 PM. We strive to respond within 1 business day and are happy to help you!

My product is damaged, what should I do?

For the fastest solution, attach a photo showing the poor quality or the damaged part of the item. The best photos are those on a flat surface where the label and the defect are clearly visible. We will use this information to help you with your order and avoid mistakes in the future. If you received a damaged or incorrect product, please contact us within 30 days of receiving the product. 

Exchange a product?

Would you like to exchange your product? No problem. You can contact support@dogbeds.co for this, but you will bear the costs for the return shipment of the product yourself.

I provided a wrong delivery address!

Did you accidentally provide a wrong delivery address? Please contact us within 24 hours. We will then try to change the order for you: support@dogbeds.co

Summary of the general return policy:

- Return period: Customers can return items within 100 days of receipt.

- Withdrawal period: 14 days to return the item after notification of withdrawal.

- Refund: Full refund including shipping costs; customers bear the return shipping costs.

- Condition of the product: Items must be returned in their original condition and in the original packaging.

Special Conditions:

- Damaged or incorrect products: Contact us within 14 days with a photo of the defect.

- Exclusion from exchange: Sealed products, custom-made or personalized items.

- Production errors: Exclusion of parts subject to wear and tear, such as batteries, brakes, etc.

Process:

- Contact is required before any return (the return address is not the contact address provided below and will be supplied by our customer support team once the return request has been approved).

- Incorrect delivery address: Contact customer service immediately.

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