Returns & Refunds

Last updated: 29 October 2026

We want you and your dog to feel good about your Doganics purchase. Below, we explain how to return an item, request a refund or get help with a damaged or incorrect order.

14-day right to cancel

You may cancel an eligible online purchase within 14 calendar days without giving a reason. This period ends 14 days after the day you, or someone you designate other than the carrier, receives the goods. If items from one order arrive separately, the period runs from receipt of the last item.

To exercise this right, tell us clearly that you wish to cancel before the deadline. Email hello@doganicscare.com or write to the address below. Please include your name and order reference, or other information that helps us identify your purchase. You do not need to provide a reason.

You can also exercise your right to cancel online at [CONFIRM: insert the working online withdrawal link]. If you use this function, we will send you an acknowledgement by email without undue delay, including your statement and its submission date and time.

You may use the model withdrawal form at the end of this policy, but it is not compulsory. Exercising your statutory cancellation right does not require our prior approval.

How to return your items

After notifying us of your cancellation, send the goods back without undue delay and within 14 calendar days. The deadline is met if you send them before that period expires.

Return address:

Doganics Dog Care SL
Carrer de Provença, 325, Puerta 8
08037 Barcelona
Spain

You are responsible for the direct cost of returning goods when you change your mind, unless we agree otherwise. We cover necessary return costs for defective, damaged, incorrect or otherwise non-conforming goods where required by law.

Please package items securely and retain proof of postage. Including your order reference helps us identify your return. Contact us if you need help with the return arrangements.

Condition of returned goods

You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning. Where permitted by law, you are responsible for any reduction in value caused by handling beyond what is necessary for that inspection.

Please return the original packaging and any accessories where possible. Missing original packaging does not automatically remove your right to cancel, although damage or unnecessary handling may affect the refund where legally justified.

An order confirmation, order reference or other sufficient evidence can serve as proof of purchase; a paper receipt is not essential.

Exceptions to the right to cancel

A statutory exception may apply to:

• Goods that are liable to deteriorate or expire rapidly.
• Goods made to your specifications or clearly personalised.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.

These exceptions apply only where the legal conditions are met. We identify any applicable exception before purchase. Supplements and pet-care products are not automatically excluded simply because of their product category.

Sale and discounted items have the same statutory cancellation and conformity rights as full-price items. Gift cards are not automatically excluded from statutory cancellation rights; any applicable conditions are explained before purchase.

None of these exceptions removes your rights if goods are defective, damaged, incorrect or otherwise non-conforming.

Refunds

When you cancel your entire order under your statutory right to withdraw, we refund the payments received, including the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, we do not have to refund the additional cost.

We issue refunds without undue delay and within 14 calendar days of being informed of your cancellation. However, unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first.

Refunds are made using the original payment method unless you expressly agree otherwise, without refund fees. Your bank or payment provider may need additional processing time before the amount appears in your account.

If you have a question about your refund, contact hello@doganicscare.com.

Damaged, defective or incorrect items

Please check your delivery and contact us as soon as reasonably possible if an item arrives damaged, is defective or is not what you ordered. Email hello@doganicscare.com with your order reference and a description of the problem. Photos of the item and packaging are helpful where available, but are not a blanket condition for exercising your statutory rights.

We will arrange an appropriate remedy under applicable consumer law. This may include replacement, repair where appropriate, a price reduction or a refund, depending on the circumstances and legal conditions. Necessary remedies are provided without charge where legally required.

The 14-day cancellation period is not a deadline for reporting defects. Your statutory rights concerning non-conforming goods continue independently of this return policy and our voluntary guarantee.

Exchanges

If you would prefer a different product, contact us for help. For a change-of-mind exchange, the simplest option is usually to return the eligible item under this policy and place a separate order. This does not affect your right to a replacement for non-conforming goods where applicable.

30-Day Happiness Guarantee

In addition to your statutory rights, we offer a voluntary 30-Day Happiness Guarantee on your first purchase of each Doganics product, subject to its separate terms. Opened products that have been genuinely tried may qualify under that guarantee.

To ask about the guarantee, email hello@doganicscare.com within 30 days of delivery. The guarantee does not replace or limit your statutory cancellation or conformity rights.

Model withdrawal form

Complete and send this form only if you wish to cancel your contract. You may instead send any other clear statement of cancellation.

To: Doganics Dog Care SL, Carrer de Provença, 325, Puerta 8, 08037 Barcelona, Spain. Email: hello@doganicscare.com.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

________________________________________________

Ordered on / received on: ________________________

Name of consumer(s): ____________________________

Address of consumer(s): __________________________

________________________________________________

Signature of consumer(s), only if submitted on paper: ________________________

Date: ________________________

Delete as appropriate.

Contact us

For questions about returns, refunds or your order, email hello@doganicscare.com. Nothing in this policy limits mandatory consumer rights applicable in your country of habitual residence.