Refund policy
1) Standard inventory returns accepted for 15 days
2) Custom & Made-To-Order is 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, incorrect color choice, or measurement errors are not accepted.
- Verification: Customers are required to confirm their custom selections via the mandatory checkbox prior to completing their checkout.
Standard Inventory Returns
Only non-customized, standard "stock" items (items that were not custom built or personalized) are eligible for return.
- Notice Period: Notification of a return request must be submitted within 15 days of delivery.
- Condition: Items must be returned unused, clean, and in their original, resalable condition within 15 days of return approval.
- Logistics: Return shipping costs are the sole responsibility of the customer. We highly recommend using a trackable shipping service, as we cannot issue refunds for lost return parcels.
- 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 immediately upon reception.
- Defective or Damaged Items: If your package arrived damaged, please refer directly to our Shipping Policy under "Damaged or Incomplete Parcels" for the exact photo requirements. We must be notified within 48 hours of delivery.
- Wrong Item Received: If you received an item different from what you ordered, contact us at contact@doggoz.shop within 48 hours. The item must remain completely unused and in its original condition. We will provide you with a pre-paid return label and ship the correct item to you as soon as possible.
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, biting, or scratching |
| Hardware failure under normal use | Misuse, lack of maintenance, or asphalt/ground abrasion |
| Rivet, stitching, and assembly integrity | Natural wear & tear of hardware coatings (e.g., matte black) |
| Exposure to salt water or sand without rinsing afterwards |
Accidents Happen (Repair Service)
Did your dog chew through the leash? While chewing and accidental damage are not covered under our standard warranty, we want to help keep your gear in use.
✓ Repair Service: We can often repair your gear at a reasonable rate or offer a friendly 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 for standard inventory, please follow these steps: - Log in to your DoggoZ 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 request.
How do I request a warranty claim?
To initiate a warranty claim, please email us at contact@doggoz.shop with the following information:
1. Your order number.
2. Detailed photos of the defect or issue.
3. A brief description of what happened.
Klarna & Pay-Later Disputes (Unclaimed Parcels)
If you placed an order using a buy-now-pay-later method (such as Klarna) and the parcel is returned to us because it was refused, not collected from a pickup point, or has an incorrect address, this does not cancel your payment obligation.
Filing a dispute for a "non-received" parcel while official carrier tracking shows the package was sent and made available for collection is a violation of our terms. In this scenario, the invoice will not be fully voided. The actual outbound shipping costs and carrier return fees will remain due on your invoice.
Invoice Due Dates & Returns
The customer is solely responsible for pausing their invoice or registering their return directly within their pay-later provider’s app (such as Klarna) to freeze the payment deadline. DoggoZ is not liable for any late fees, interest charges, or debt collection agency fees incurred due to missed payment deadlines during a return process.
