Returns & Refunds

We want you to feel confident when purchasing an object from MyDogon.

If you change your mind, receive a damaged item or believe something is not as described, the information below explains what to do.

14-DAY RIGHT OF WITHDRAWAL

If you are a consumer and the statutory right of withdrawal applies to your purchase, you generally have 14 days after receiving your order to withdraw from the contract without giving a reason.

You can exercise your right of withdrawal using the Withdraw from Contract function available in our shop or by sending us a clear statement at info@mydogon.com.

Full legal information about the withdrawal period, procedure and statutory model withdrawal form is available in our Right of Withdrawal policy.

RETURNING YOUR ORDER

After notifying us of your withdrawal, the goods must be returned within the applicable statutory period.

For an ordinary statutory withdrawal, the customer bears the direct cost of returning the goods where permitted by law and as stated in our Right of Withdrawal policy.

Please package the object carefully and use packaging suitable for its weight, shape and projecting elements. Where reasonably possible, we recommend using a tracked shipping service.

You do not need our prior approval for a valid statutory withdrawal. However, contacting us before sending the parcel helps us provide you with the correct return address and handling instructions.

REFUNDS

Following a valid withdrawal, we will reimburse the payments that must be refunded under applicable law, including the cost of our least expensive standard delivery option.

Additional delivery costs resulting from your decision to choose a more expensive delivery method than our least expensive standard option are not refundable where permitted by law.

Refunds are made using the same payment method used for the original purchase unless another method has been expressly agreed and does not result in additional costs to you.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by law.

CONDITION OF RETURNED OBJECTS

You may inspect an object in the same way that you reasonably could in a physical shop.

You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Original packaging is not a condition for exercising your statutory right of withdrawal. Nevertheless, because many MyDogon objects are heavy, handmade or include projecting elements, we strongly recommend using the original protective packaging or packaging offering an equivalent level of protection.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

A damaged, defective or incorrectly supplied item is different from simply changing your mind.

If your order arrives damaged, is defective or differs from what you ordered, please contact us at info@mydogon.com and include your order number and, where useful, photographs of the object and packaging.

Your statutory rights in relation to defective or non-conforming goods remain unaffected. Where we are legally responsible for the defect or incorrect delivery, you will not be required to bear return costs that must legally be borne by us.

HANDMADE OBJECTS

Natural variations in patina, casting, wood grain, carving and surface texture are characteristic of handmade objects.

Where such characteristics are visible in the photographs or described on the product page, they do not automatically constitute a defect.

PERSONALISED OR CUSTOM-MADE PRODUCTS

If MyDogon offers an object made specifically according to your individual specifications or clearly personalised for you, the statutory right of withdrawal may not apply where the legal requirements for that exception are met.

A product is not excluded from the right of withdrawal merely because it is handmade or unique.