Refund policy

If you are a consumer with habitual residence in the European Union or the European Economic Area, you have a statutory right to withdraw from any distance purchase contract without stating any reason.

 

1.1 Withdrawal Period

The withdrawal period is 14 days from the day on which you, or a third party indicated by you (other than the carrier), takes physical possession of the goods.

For orders comprising multiple items delivered separately: the 14-day period begins on the day you receive the last item in your order.

 

1.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g. by email or letter) before the expiry of the withdrawal period. You may use the model withdrawal form below, but it is not obligatory.

 

Statutory Model Withdrawal Form   To: Origin UG (haftungsbeschränkt) / The Dogs Company Friedrichstraße 155, 10117 Berlin, Germany Email: hello@dogs-company.com   I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Goods: _______________________________________________ Order number: _______________________________________________ Ordered on / received on: _______________________________________________ Name: _______________________________________________ Address: _______________________________________________ Date: _______________________________________________ Signature (paper only): _______________________________________________

 

1.3 Return of Goods After Withdrawal

If you withdraw from the contract, you must return the goods to us promptly and in any event no later than 14 days from the date on which you communicated your withdrawal to us. You may send the goods to our return address:

 

The Dogs Company — Returns

Origin UG (haftungsbeschränkt)

Friedrichstraße 155

10117 Berlin, Germany

 

You bear the direct cost of returning the goods, unless the return is due to a defect or an error on our part.

 

1.4 Refund After Withdrawal

We will reimburse all payments we have received from you, including standard delivery charges (but not any supplementary costs resulting from your choice of a delivery type other than the least expensive standard delivery offered by us). Reimbursement will be made using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise.

We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having returned the goods, whichever is the earliest.

We reserve the right to deduct an amount reflecting any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The right of withdrawal does not apply to the following types of goods:

–     Personalised or custom-made products manufactured to the customer’s specifications (e.g. products with custom engraving, monogramming, or bespoke configurations) — pursuant to § 312g(2) No. 1 BGB / Art. 16(c) Directive 2011/83/EU.

–     Products that have been clearly personalised after delivery (e.g. engraved post-purchase at customer request).

–     Sealed goods that are not suitable for return for health or hygiene reasons and whose seal has been broken after delivery (if applicable to any future product category).

 

Where an exception applies, this will be clearly communicated on the product page and during checkout before the order is placed.

For customers based in the United States or Canada, we offer a voluntary return period of 30 days from the date of delivery for standard (non-personalised) products.

 

3.1 Eligibility Conditions

A return is accepted under our 30-day policy if all of the following conditions are met:

–     The item is unused and in its original condition.

–     The item is returned in its original, undamaged packaging.

–     The return is initiated within 30 days of the delivery date.

–     The item is not a personalised or custom-made product.

 

3.2 Non-Returnable Items (US & Canada)

–     Personalised or custom-made items produced to your specifications.

–     Items showing signs of use, wear, damage, or modification.

–     Items returned after the 30-day period has expired.

–     Items not in their original packaging.

 

3.3 Return Shipping Costs (US & Canada)

Customers in the United States and Canada are responsible for the cost of return shipping, unless the return is due to a defective item, incorrect item shipped, or an error on our part. We recommend using a tracked shipping service; we are not responsible for returns lost in transit.

 

3.4 Refunds (US & Canada)

Upon receipt and inspection of the returned goods, we will process a refund to your original payment method within 14 days. We reserve the right to reduce the refund amount if the returned item shows signs of use beyond what is reasonably necessary to determine its suitability.

Depending on your payment provider, the credit may take a further 5–10 business days to appear in your account.

Original shipping charges are non-refundable, unless the return is due to a fault on our part.

 

Regardless of your location, please follow the process below to initiate a return:

 

1.    Contact us by email at hello@dogs-company.com with your order number, the item(s) you wish to return, and the reason for the return. For EU/EEA customers exercising the right of withdrawal, please state your intent to withdraw clearly.

2.    We will confirm your return request by email within 3 business days and provide return instructions.

3.    Pack the item securely in its original packaging and send it to the return address provided in Section 1.3.

4.    Include a note inside the package with your name, order number, and email address.

5.    Use a trackable shipping service. We recommend retaining the tracking receipt as proof of dispatch.

6.    Once we receive and inspect the returned goods, we will process your refund or exchange and notify you by email.

We currently do not offer direct exchanges via our online store. If you wish to exchange an item for a different size, colour, or product, please return the original item in accordance with this policy and place a new order for the desired item.

If an exchange is required due to a product defect or our error, please contact us and we will handle it on a case-by-case basis, including covering return shipping costs where applicable.

If you receive a product that is defective, damaged in transit, or not the item you ordered, please contact us at hello@dogs-company.com within 7 days of receipt. Please include:

–     Your order number

–     A description of the issue

–     Photographs clearly showing the defect or damage

 

In such cases, we will cover all return shipping costs and, at your choice or our discretion, will either:

–     dispatch a replacement product, or

–     issue a full refund of the purchase price and original shipping costs.

 

This section does not limit any statutory warranty or guarantee rights you may have under applicable law.

Our products are made from natural materials, including belt leather. Variations in grain, texture, natural markings, minor tonal differences, and the natural patina of leather are inherent characteristics of genuine leather and are not considered defects. These qualities are part of what makes each piece unique. Such characteristics do not entitle the customer to a refund or return unless they significantly impair the usability of the product.

If you have not received your refund within 14 days of us confirming the return has been processed, please take the following steps:

7.    Check your bank account or payment method statement again.

8.    Contact your credit card company or payment provider — processing time can take several business days.

9.    Contact your bank, as there is often some processing time before a refund is posted.

10. If you have done all of the above and still have not received your refund, please contact us at hello@dogs-company.com.

 

The Dogs Company — Returns & Customer Service   Email: hello@dogs-company.com Website: dogs-company.com Return address: Origin UG (haftungsbeschränkt), Friedrichstraße 155, 10117 Berlin, Germany   We aim to respond to all return requests within 3 business days.