Refund policy

RETURNS AND REFUNDS POLICY

Your satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we offer the possibility to return items or request a refund according to the following conditions.

RIGHT OF WITHDRAWAL - 14 DAYS

You have the right to withdraw from the purchase contract, without giving any reason, within 14 days from the day on which you or a third party designated by you (other than the carrier) acquires physical possession of the goods.

To exercise the right of withdrawal, contact us at:

Email: info@dogsdreamshop.it Address: Dog's Dream Shop di Cerna Denisa, via Gastone Rossi 3, Marzabotto (BO) 40043 Italy

RETURN TIMEFRAME

After communicating your withdrawal, you have another 14 days to return the goods. The deadline runs from the day you communicated your decision to withdraw from the contract.

RETURN CONDITIONS

For the return to be accepted, the product must be:

• Intact and unused, in the same condition as you received it
• Complete with all original labels, packaging and accessories
• Without signs of wear, damage or tampering
• Accompanied by receipt or proof of purchase

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal is excluded for:

• Personalized or custom-made products
• Gift cards

PROMOTIONAL ITEMS

Promotional or discounted items maintain the 14-day right of withdrawal, unless explicitly communicated otherwise at the time of purchase.

RETURN PROCEDURE

1. Contact us within 14 days of receipt via email at info@dogsdreamshop.it
2. Pack the product carefully in its original packaging
3. Ship within 14 days of withdrawal communication to: Dog's Dream Shop di Cerna Denisa, via Gastone Rossi 3, Marzabotto (BO) 40043 Italy
4. Use a trackable shipping service and provide us with the tracking number
5. Return shipping costs are at your expense (except for defective products)

REFUNDS

We are required to refund all payments received within 14 days of receiving the returned goods or withdrawal communication (whichever comes first). The refund will be made using the same payment method as the original purchase.

If you have not received your refund after 15 business days from approval, contact us at info@dogsdreamshop.it.

DEFECTIVE OR NON-CONFORMING PRODUCTS

If you receive a defective, damaged or non-conforming product, contact us immediately with detailed description and photographs. In these cases, return costs are at our expense and we will offer full refund or replacement.

EXCHANGES

For exchanges, we recommend returning the item and, once the return is accepted, making a separate new purchase.

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