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Return & Refund Policy

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At DOGPVL, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a return, replacement, or refund in accordance with the terms below and your rights under applicable German and European consumer protection laws.

Return & Refund Eligibility

Most products may qualify for a return or refund request within 14 days of delivery, provided that:

  • The item remains unused and in its original condition.

  • The product has not been altered, damaged, or modified after delivery.

  • Original packaging is retained where applicable.

  • Proof of purchase is provided.

  • The return request is submitted through our customer support team.

  • The request complies with applicable consumer protection legislation.

We encourage customers to contact us before initiating any payment dispute or chargeback so that we may attempt to resolve the matter promptly.

How to Request a Return or Refund

To submit a return or refund request, please contact our support team and provide:

  • Your order number

  • Email address used when placing the order

  • Product purchased

  • Brief explanation of the issue or request

Once your request has been reviewed, we will provide instructions regarding the next steps.

Incorrect, Damaged, or Defective Products

If you receive:

  • An incorrect item

  • A damaged product

  • A defective product

  • An incomplete shipment

  • A delivery error

Please notify us within 7 days of receiving your order.

To assist with our investigation, please provide:

  • Order number

  • Description of the issue

  • Clear photographs of the product and packaging where applicable

After review, DOGPVL may:

  • Send a replacement product

  • Correct the order

  • Issue a full refund where appropriate

  • Offer a partial refund where appropriate

  • Provide store credit where mutually agreed

Products Not Eligible for Return

Unless otherwise required by law, returns or refunds may not be available for:

  • Customized or personalized products

  • Products manufactured according to customer specifications

  • Items showing signs of misuse, wear, accidental damage, or improper handling

  • Gift cards

  • Downloaded digital products

  • Fraudulent or abusive refund requests

  • Products obtained through violations of our Terms of Service

European Union Right of Withdrawal

Customers residing within the European Union may have statutory rights under applicable consumer protection laws.

In most cases, consumers have the right to withdraw from a purchase within 14 days of receiving goods, without providing a reason.

To exercise this right, you must notify DOGPVL before the withdrawal period expires.

Nothing in this policy shall limit or exclude any mandatory rights available under German or European consumer protection legislation.

Return Shipping Costs

Unless otherwise required by law, customers are responsible for the direct cost of returning products.

DOGPVL will cover return shipping expenses only when:

  • The wrong product was delivered

  • The product arrived damaged

  • The product is confirmed to be defective

For added security, we recommend using a tracked shipping service when returning items.

Refund Processing

Once the returned item has been received and inspected, we will notify you regarding the outcome of your request.

If approved:

  • Refunds are generally issued using the original payment method.

  • Processing times depend on financial institutions and payment providers.

  • Most approved refunds are completed within 10 business days following approval.

Delayed Refunds

If you have not received your refund within 15 business days after approval, we recommend:

  1. Contacting your bank.

  2. Checking with your credit card provider or payment service.

  3. Reaching out to our support team for assistance.

Order Cancellation

Orders may be canceled without charge if fulfillment has not yet started.

However, cancellation may no longer be possible once:

  • Order processing has begun

  • The package has been prepared for shipment

  • The order has been dispatched

Where cancellation is no longer possible, eligible products may still qualify for return under this policy after delivery.

Chargebacks & Payment Disputes

If you experience any issue with your order, we encourage you to contact us before opening a chargeback or payment dispute.

Fraudulent chargebacks, abuse of refund procedures, or unauthorized disputes may result in:

  • Account restrictions

  • Temporary holds on future orders

  • Additional verification requirements

Contact Information

If you have questions regarding returns, refunds, cancellations, shipping issues, billing concerns, or order status, please contact us.

Business Name: DOGPVL

Legal Entity: Nouvel Cup UG (haftungsbeschränkt)

Business Structure: Unternehmergesellschaft (UG) (haftungsbeschränkt)

Commercial Register Number: HRB 40241 P

Registered Court: Amtsgericht Potsdam

Business Address:

Straße der Jugend 18
14974 Ludwigsfelde
Germany

Email: info@dogpvl.com

At DOGPVL, we strive to handle every return and refund request fairly, efficiently, and transparently. We appreciate your trust and remain committed to providing a positive customer experience while respecting all applicable German and European consumer protection requirements. 🌿

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