Refund policy

We apply a 14-day return policy, in accordance with the applicable statutory withdrawal period. This means that you have 14 days after receiving your order to request a return. The withdrawal period begins upon receipt of the items by the customer.

Strict Return Conditions (Hygiene and Condition) To be eligible for a return, your item must be:

• In the same new condition as when you received it.
• Unused (no signs of wear).
• With its tags and in its original packaging.

WARNING - Animal Hygiene: Since these are pet bedding products and accessories, for strict sanitary reasons, any returned item showing traces of hair, dirt, odors, or having been washed will be systematically REFUSED. We reserve the right to refuse a refund if the item is not deemed resalable in new condition.

Dimensional Tolerance (Soft Products) As our baskets are made from soft materials (fabric, padding), the stated dimensions may vary slightly depending on package compression. A tolerance of +/- a few centimeters is permitted and does not constitute a manufacturing defect. If the actual product dimensions fall within this tolerance range, a return for "non-conformity" will not be accepted and return shipping costs will remain the customer's responsibility.

Return Procedure To initiate a return, please contact us:

• By email: contact@dododog.fr
• By phone: +33 6 25 51 04 96
  
  
  

No returns will be accepted without a prior request and our approval.

Once your request has been accepted, we will provide you with the necessary instructions.

Return costs

• Incorrect size / Change of mind: Return costs are the sole responsibility of the customer. We recommend measuring your pet carefully before placing an order to avoid these costs.
• Our error / Defective product: DodoDog will cover the return costs.

Defective items or order errors Please inspect your order as soon as you receive it. If the item is defective or damaged, or if you received the wrong product, contact us immediately (with photos) so that we can assess the situation and offer you an appropriate solution (replacement or refund).

Non-returnable items In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to personalized items or items made to the customer's specifications.

Exchanges We do not offer direct exchanges. To obtain another item (in a different size or color), please return the item and then place a new order once the return has been accepted.

Refunds Once we receive and inspect your return (checking that it is free of hair and assessing its condition), we will inform you whether the refund has been approved or rejected.

• If the refund is approved, it will be issued to the original payment method within 10 business days.
• If the item is rejected (dirty, has hair on it, or has been used), it will not be refunded.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank. If more than 15 business days have passed since your return was approved, please contact us at contact@dododog.fr or by phone at +33 6 25 51 04 96.