60-Day Money-Back Guarantee
We want you to feel confident trying DOGSPOKE.
You have 60 days from the date you receive your order to request a return under our 60-Day Money-Back Guarantee.
If DOGSPOKE isn’t right for you, simply contact us within those 60 days and you can return your harness and leash for a refund.
The product does not need to be completely unused, as our 60-day guarantee is designed to give you the opportunity to try it. However, returned items must be complete, reasonably clean and not intentionally damaged or excessively worn beyond normal use during the trial period.
We may request proof of purchase, as well as photos or videos showing the condition of the product.
For returns under our 60-Day Money-Back Guarantee due to a change of mind, incorrect size selection or because the product is not right for you, return shipping costs are the responsibility of the customer.
This does not apply where the product is faulty, damaged, incorrect or where applicable consumer law requires DOGSPOKE to cover the return costs.
How to Start a Return
To request a return, contact us at:
info@dogspoke.com
If your return is eligible, we’ll provide you with instructions on how and where to send your package.
Please do not send an item back without contacting us first. Returns sent without prior notification may not be processed correctly.
Returns should be sent to:
DOGSPOKE
Calle Ramón Areces s/n
Edificio Marina Banús
Bloque 3, Piso 7J
29660 Marbella
Spain
Unless the item is faulty, damaged, incorrect or otherwise covered by applicable consumer law, customers are responsible for the cost of returning their order.
You can always contact us with any return questions at:
info@dogspoke.com
Personalised Patches
DOGSPOKE personalised patches are made specifically for each customer.
Personalised patches cannot be returned or exchanged separately simply because you change your mind, unless otherwise required by applicable law.
If the patch is defective or the personalisation provided by DOGSPOKE is incorrect, please contact us and we’ll review the issue.
The personalised patch is included free with your DOGSPOKE set and has no separate refundable value.
The inclusion of a personalised patch does not affect your eligibility to return an eligible harness and leash under our voluntary 60-Day Money-Back Guarantee.
Nothing in this section affects your statutory rights where goods are faulty, damaged or not as described.
Damages, Faults and Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is defective or damaged, or if you receive the wrong item.
We may ask you to provide photos or videos so that we can assess the issue.
If the item is confirmed to be faulty, damaged or incorrect, we’ll work to make it right and will cover reasonable return costs where required.
Please contact us at:
info@dogspoke.com
Lifetime Product Guarantee
We stand behind every DOGSPOKE™ harness and leash for as long as you own them.
If either develops a manufacturing fault, we’ll replace it free of charge.
To make a claim under our Lifetime Product Guarantee, contact us at:
info@dogspoke.com
Please include your order details and information about the issue. We may request photos or videos to help us assess the manufacturing fault.
Our Lifetime Product Guarantee is separate from our 60-Day Money-Back Guarantee and does not affect your statutory consumer rights.
Exchanges and Incorrect Size Selection
Customers are responsible for selecting the correct size before placing an order.
Please check our Size Guide carefully and measure your dog before purchasing.
If you order the wrong size, this is not considered a product fault or an error by DOGSPOKE.
If you need a different size or colour, please contact us at:
info@dogspoke.com
We do not currently guarantee free exchanges.
Where an eligible item is returned because the customer selected the wrong size or wishes to change the size or colour, the customer is responsible for the return shipping costs unless otherwise required by applicable law.
You may then place a new order for the size or colour you require.
This does not affect your 60-Day Money-Back Guarantee or your applicable statutory consumer rights.
Sale and Promotional Items
Our 60-Day Money-Back Guarantee applies to eligible DOGSPOKE orders regardless of whether the product was purchased at full price or during a promotion or sale.
Nothing in this policy affects your statutory consumer rights.
UK 14-Day Right to Cancel
If you are a UK consumer purchasing online, you normally have a statutory right to cancel your order within 14 days of receiving it, without having to provide a reason, subject to applicable legal exceptions.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Your statutory cancellation rights are separate from, and are not reduced by, our voluntary 60-Day Money-Back Guarantee.
Where the law allows the customer to be responsible for return shipping costs, the customer will be responsible for those costs where we informed them of this before purchase.
Certain personalised or custom-made goods may be excluded from the statutory right to cancel.
This does not affect your legal rights where goods are faulty, damaged, incorrect or not as described.
To exercise your right to cancel, contact us at:
info@dogspoke.com
Refunds
We’ll notify you once we’ve received and reviewed your return.
If your return meets the conditions of our 60-Day Money-Back Guarantee, your refund will be issued to your original payment method.
For returns made under our voluntary 60-Day Money-Back Guarantee, we aim to process approved refunds promptly.
Where statutory cancellation rights apply, refunds will be processed within the time required by applicable consumer law.
Please remember that your bank, card provider or payment provider may take additional time to process and display the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us at:
info@dogspoke.com
Statutory Rights
Nothing in this Returns & Refunds Policy is intended to restrict or exclude any rights you may have under applicable consumer law.
If an item is faulty, damaged, not as described or does not do what it is supposed to do, you may have additional legal rights regardless of our voluntary guarantees.
Our 60-Day Money-Back Guarantee and Lifetime Product Guarantee are additional DOGSPOKE benefits and do not replace or reduce your statutory consumer rights.
For any questions about returns, refunds or guarantees, contact us at:
info@dogspoke.com
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