Return Policy

General: By using this website and/or registering as a user, you agree to be bound by these Terms and Conditions.

!!WARNING!! Divine Dog does not have a free return policy!! Messure your dog securely before you select a size!!

What happens if something needs to be changed after an order has been placed?

In case you need to change some particular detail of the shipping or invoicing addresses, it can be changed if the order has not been shipped yet. In the rest of the cases, the solution is to cancel the order and place a new one. A few days later, we will refund the cancelled order. However, we kindly ask you to call or send an email explaining what has happened. Our team will try to answer back as soon as possible.

What can I do in case of an incident?

Possible situations:

Incidents within 24/48 hours of delivery with signs of damaged package:

All our products leave the warehouse with the packaging in perfect condition. If you detect any damage on delivery, it is INDISPENSABLE that you state it clearly on the dispatch note of the courier company indicating for instance ‘PACKAGE VISIBLY DAMAGED.’ This will also be stated in the order confirmations.

If you inform us of an incident within 24 hours of delivery attaching the scanned dispatch note, we can use this document to claim on the shipper's insurance and replace the damaged product with a new one once the incident has been solved.

Incidents between 48 hours and 15 days of delivery:

If you have a complaint about a defective product, packaging or any other defect they may detect, please contact our costumer service. We need to verify the incident with photos. Then we will return your product to our facilities for an on-site check. After this stage we determine if you are eligible for a refund or if we will send a new product. Fictitious incidents will not be refunded.

Wrong product shipped:

We will accept the replacement of wrong products. We will pay for the shipping expenses as long as the distributor has informed of the incident within 48 hours of delivery, except if we decides to refund the value of the product instead.

Guarantee - Technical support after 15 days of delivery

All products have a 2-year guarantee offered by the manufacturer from the date of delivery except in the case of perishable products or health and hygiene products. Defects caused by negligence, hits, misuse or tampering, wrong voltage or installation, or wear and tear, are not included. In the case of IT products, the guarantee does not cover virus removal, programme restoration or disc reinstallation. In the case of incidents where a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law.

The guarantee will be void::

- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
- If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

To make use of the guarantee, you must communicate this to use through the Contact Area, indicating:

- order number
- Product description
- Description of the product's problem
- Attached photos in the case of visible damage

Each case will be dealt with individually and you will be given the technical service address of each manufacturer for your country or the place where you  must send the product and accessories (with prepaid expenses). It is compulsory to include a copy of the sale's invoice in the package, the Technical Support form given by us and the description of the detected problem.

Please bear in mind that product come from distributers globally so this process can take a few weeks.

If official technical support is available, the repair period will be that established by the official technical service.

Return of products in perfect condition:

Divine Dog does not buy back the products that are in perfect condition. Please double check the color and size you select!!

 

How can I return defective products?

To successfully return a defect product it is imperative that the original boxes of the products must arrive in perfect condition, without labels or damages. As a result, you must use reinforced cardboard boxes and seal them well.

Step 1:

Fill in **all the fields* of the 'Product Return' Excel template.

This template is in Excel format and should be duly filled out and sent to the Customer Service or to our email address.

Step 2:

You will receive an email with the return approval and a RMA No., as well as instructions regarding the collection.

Step 3:

You must prepare the package correctly. To do so, put all the defective products inside a big cardboard box (or boxes). Please bear in mind that the original boxes of the products must arrive in perfect condition, without labels or damages. As a result, you must use reinforced cardboard boxes and seal them well.

Enclose the printed Excel document in the package and clearly indicate the RMA no. and return address on a label outside (We will reject any package that does not arrive duly identified).

The guarantee only covers manufacturing defects, and in no case wear and tear or misuse. We will only refund the money of products with manufacturing defects. In the case of packagings with damage or transport labels, we will not refund 100% of the product’s value. Therefore, it is important for you to reinforce the packaging of the returned products with an extra cardboard box keeping the original packaging intact.

Step 4:

Once the products have been received, our technical service will check each of them and they will be refunded then. All refunds will be made with the same form of payment as the orders were made. Payments will be made effective within approximately 4 weeks of receiving the products in our warehouse. This process takes time as each unit needs to be checked by our technical service team and then it passes to the Administration Department, which makes the payments on a 'first come, first served basis.' Therefore, we kindly ask you to be patient.

In which cases will Divine Dog not refund 100% of the product's value?

- If the product has clear signs of misuse, unjustified damage or arrives in bad condition; 
- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and
- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.
Very important: No refund will be made for products returned to us that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiveing the notice to confirm if you want the products to be returned to you after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling centre and we will not accept any claim for the products under any circumstances.

When is the money refunded?

Once the products have been received in our warehouse and we have checked their condition, we will proceed to refund the amount according to the payment method used by the customer except in the case of cash, which will be refunded by bank wire transfer. Please bear in mind that the refund process may take several weeks until the received goods have been checked.

What happens if you do not collect an order?

When an order is not collected, it will be returned to our warehouse. Once we have received it, it will be processed by the Technical Support team and passed on to the Administration Department for the refund to be processed.

The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.

This process may take up to 4 weeks.