Refund policy
Return & Warranty Policy
1) Standard inventory returns accepted for 15 days
2) Custom & Made-To-Order are exempt from the right of withdrawal.
3) Customer is responsible for return shipping.
4) No restocking fees
5) To request a return, log in to your customer account (scroll down for more info)
Custom & Made-to-Order
The majority of DoggoZ Biothane Gear is handcrafted to your unique specifications (length, color configuration, and hardware). Under EU consumer protection law, these personalized goods are exempt from the right of withdrawal.
✓ Final Sale: Once production commences, orders are final. Returns, exchanges, or cancellations based on change of mind or measurement errors are not accepted.
✓ Verification: Customers are required to confirm their selections via the mandatory checkbox prior to checkout
Standard Inventory Returns
Only non-customized, "standard stock" items are eligible for return.
✓ Notice Period: Notification of return must be filed within 15 days of delivery.
✓ Condition: Items must be returned in original, resalable condition within 15 days of notification.
✓ Logistics: Return shipping costs are the sole responsibility of the customer.
✓ Processing: Returns are processed within 3-10 business days of receipt. Refunds are issued to the original payment method (please allow 3-5 business days for bank processing).
Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours so that we can evaluate the issue and make it right.
Warranty & Quality Guarantee
We provide a 2-year limited warranty on manufacturing defects and hardware performance.
| Covered by Warranty | Not Covered (Exclusions) |
| Structural manufacturing defects | Damage caused by chewing or biting |
| Hardware failure under normal use | Misuse, accidents, or asphalt abrasion |
| Rivet and assembly integrity | Natural wear of hardware coatings (e.g., matte black) |
| Exposure to salt water/sand without rinsing |
Accidents Happen (Repair Service)
Did your dog chew through the leash? While chewing is not covered under warranty, we are here to help.
✓ Repair Service: We can often repair your gear at a reasonable rate or provide a discount on a replacement item.
✓ Contact: Email contact@doggoz.shop with clear photos of the damage for a non-binding repair quote.
How do I request a return?
To request a return, log in to your customer account or sign up for an account using the email address connected to your order. Click on “Orders” Find your order, click “Request Return,” and follow the steps provided to submit your return request.
How do I request a warranty claim?
To initiate a warranty claim submit a request to contact@doggoz.shop with:
1. Order number
2. Detailed photographic evidence of the defect/item
3. A description of the incident