Política de reemborsament

REFUND POLICY — DOGVENTURE

Last updated: 13/09/2026

OUR RETURN MODEL

All products sold by Dogventure are manufactured individually for each order, based on the specifications you select or provide (size, length, color, material, engraving, etc.), as described in our Terms of Service (Section 4). Because our products are custom-made and personalized, they are exempt under EU law (Article 16(c) of Directive 2011/83/EU, as implemented in Spain) from the standard 14-day right of withdrawal / cooling-off period. This means we are not able to accept returns simply because you changed your mind, ordered the wrong size, or no longer want the item.

This does not reduce your rights in any way if something is wrong with your order — see below.

ORDER CANCELLATION

Since production of your item begins shortly after your order is confirmed, you may cancel your order free of charge within 1 hour of placing it. To cancel within this window, please contact us immediately at dogventure.es@gmail.com or through the contact details on our website.

Once this 1-hour window has passed, production of your personalized item will have started, and we are no longer able to accept cancellations, in line with the custom-made nature of our products described above.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

Please inspect your order as soon as you receive it. If your item:

arrived damaged or defective,
does not match what you ordered (wrong size, color, engraving, etc. compared to your confirmed order), or
is otherwise not in conformity with your order,

please contact us within 30 days of receiving your item at dogventure.es@gmail.com, including a description of the issue and, where possible, photos of the item and its packaging.

This is separate from, and does not limit, your statutory legal guarantee of conformity, which applies for up to 3 years from delivery under Spanish law (Real Decreto Legislativo 1/2007) for defects that existed at the time of delivery, as described in our Terms of Service (Section 7). You may exercise this guarantee at any point within that period, even after the 30-day window above.

HOW IT WORKS

To report an issue, contact us at dogventure.es@gmail.com. If we confirm the item is defective, damaged, or does not match your order, we will, at your choice and as appropriate to the issue:

repair the item,
remake/replace the item, or
issue a refund or partial refund,

at no cost to you. If we ask you to send the item back to us, we will provide instructions and cover the return shipping cost in these cases. Please do not send any item back before contacting us first, as unrequested returns may not be accepted or processed.

EXCEPTIONS

Because all items are made to order, we are unfortunately unable to offer returns or exchanges for reasons of personal preference (wrong choice of color/size that matches what was confirmed at checkout, change of mind, etc.). We encourage you to double check your selections carefully before placing your order — if you are unsure about sizing or options, contact us at dogventure.es@gmail.com before ordering and we will be happy to help.

REFUNDS

Where a refund is approved under this policy, it will be issued to your original payment method within 10 business days of approval. Please note it can take additional time for your bank or card issuer to process and display the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at dogventure.es@gmail.com.