Return policy

7.1 A Buyer who, when concluding the Purchase Agreement, is not acting within the scope of their business activities or in the independent exercise of their profession (a consumer) has, in accordance with the relevant provisions of the Czech Civil Code, the right to withdraw from the Purchase Agreement without giving any reason within 30 days from the date of conclusion of the Purchase Agreement and, in the case of the purchase of goods, within 30 days from receipt of the goods. If the place of delivery of the goods is outside the customs territory of the European Union, the period for withdrawal from the Purchase Agreement is 14 days from receipt of the goods.

7.2 The withdrawal from the Purchase Agreement must be sent to DG DogGear within the period specified in the preceding paragraph. The Buyer may send the withdrawal from the Purchase Agreement by e-mail to info@dgdoggear.com or by post to DG DogGear, Zábrdovická 10, 615 00 Brno, Czech Republic. For the purpose of withdrawal from the Purchase Agreement, the Buyer may use the model withdrawal form. The Buyer may also exercise the right of withdrawal through the online interface of the E-shop by using the button for withdrawal from the Purchase Agreement.

7.3 The Buyer acknowledges that, pursuant to Section 1837 of the Czech Civil Code, withdrawal from the Purchase Agreement is not possible, among other cases, where such withdrawal is excluded by law. In the case of DG DogGear, this applies in particular to Purchase Agreements for the supply of goods that have been modified according to the Buyer’s wishes or for the Buyer personally, or goods supplied in sealed packaging which the consumer has removed from the packaging and which cannot be returned for hygiene reasons if the original packaging has been breached.

7.4 In the event of withdrawal, the Purchase Agreement is cancelled from the outset. The goods must be returned to DG DogGear within 30 days of withdrawal from the Purchase Agreement. If the Buyer withdraws from the Purchase Agreement, the Buyer shall bear the direct costs associated with returning the goods to DG DogGear. These costs depend in particular on the country of dispatch, the selected carrier, and the dimensions and weight of the shipment. Where the goods, due to their nature, cannot be returned by ordinary postal service, the Buyer shall bear the direct costs of returning the goods, with the maximum estimated costs amounting to CZK 5,000.

7.5 If the Buyer exercises their statutory right of withdrawal and the goods are located in a country or region to which DG DogGear does not deliver, DG DogGear does not arrange collection of the goods, provide a prepaid return label or arrange return shipping. The Buyer is responsible for arranging and paying for the return shipment.

7.6 If the Buyer sends goods from a country outside the customs territory of the European Union, the Buyer is obliged, before dispatching the returned goods, to contact DG DogGear at info@dgdoggear.com and request instructions for return shipping and customs clearance. DG DogGear will provide the Buyer with a return number and confirmation for customs purposes containing the Buyer’s identification details, the Order number and original invoice number, a description and the actual value of the goods, and a statement that the goods are being returned following withdrawal from the Purchase Agreement. The obligation to contact DG DogGear does not affect the Buyer’s right to withdraw from the Purchase Agreement or the running of the applicable time limits.

7.7 When returning goods from a country outside the customs territory of the European Union, the Buyer shall follow DG DogGear’s instructions and, in particular:

• state the return number on the shipment and mark it: “RETURNED GOODS – consumer return after withdrawal from contract – not a new sale”;
• enclose a copy of the original invoice or Order confirmation, DG DogGear’s confirmation for customs purposes, and a signed declaration stating that the goods are being returned following withdrawal from the Purchase Agreement;
• provide a truthful description, quantity and actual value of the goods; the shipment must not be marked as a gift and a zero or false value must not be declared;
• enclose proof of export from the European Union, if available.

7.8 If the Buyer fails to contact DG DogGear in accordance with Section 7.6 or fails to follow DG DogGear’s return instructions pursuant to Section 7.7 and, as a direct consequence, the returned shipment is refused, detained, returned to the sender, not delivered to DG DogGear, or DG DogGear incurs additional demonstrable costs, the Buyer shall bear such costs. These include, in particular, return shipping costs, customs duties, import tax, customs clearance fees, storage fees or other charges incurred in connection with an incorrectly cleared returned shipment. DG DogGear is not liable for non-delivery of a returned shipment if such non-delivery was caused exclusively by the Buyer’s breach of their obligations.

7.9 Within 30 days of the return of the goods by the Buyer, DG DogGear is entitled to inspect the returned goods, in particular to determine whether the returned goods are damaged, worn or partially consumed. The goods must not show signs of wear or use resulting from handling beyond what is necessary for the Buyer to establish the nature, characteristics and functionality of the goods. Dog hair must be gently removed from clothing. Goods must not be returned washed or treated with perfume or fragrance. The label is not an integral part of the goods; therefore, goods from which the label has been removed may be returned.

7.10 In the event of withdrawal from the Purchase Agreement, DG DogGear shall refund the funds received from the Buyer within 14 days of the Buyer’s withdrawal from the Purchase Agreement, using the same method by which DG DogGear received them from the Buyer. DG DogGear is also entitled to refund the performance provided by the Buyer upon return of the goods or by another method, provided that the Buyer agrees and no additional costs are incurred by the Buyer. If the Buyer withdraws from the Purchase Agreement, DG DogGear is not obliged to refund the funds received from the Buyer before the Buyer returns the goods or proves that the goods have been dispatched.

7.11 DG DogGear is entitled to unilaterally set off a claim for compensation for damage to the goods against the Buyer’s claim for reimbursement of the Price of the Goods.

7.12 Until the goods are accepted by the Buyer, DG DogGear is entitled to withdraw from the Purchase Agreement at any time. In such a case, DG DogGear shall refund the Price of the Goods to the Buyer without undue delay by bank transfer to an account specified by the Buyer.

7.13 If a gift is provided to the Buyer together with the goods, the gift agreement between DG DogGear and the Buyer is concluded subject to a condition subsequent whereby, if the Buyer withdraws from the Purchase Agreement, the gift agreement concerning such gift ceases to be effective and the Buyer is obliged to return the gift to DG DogGear together with the goods.

8.1 DG DogGear is liable to the Buyer for ensuring that, upon receipt of the goods (or at the time when the Buyer could have accepted the goods and the Risk of Damage passes to the Buyer), the goods:

• correspond to the agreed description, type, quantity, quality, functionality and other agreed characteristics;
• are suitable for the purpose for which the Buyer requires them and to which DG DogGear has agreed;
• are supplied with the accessories, packaging and instructions for use that were agreed upon and can reasonably be expected;
• are suitable for the purpose for which goods of this type are normally used;
• correspond in their quantity, quality and other characteristics (including durability, functionality and safety) to the usual characteristics of goods of the same type that can reasonably be expected;
• comply with the requirements of applicable legislation.

8.2 If the goods accepted by the Buyer have a defect, particularly if any of the above requirements are not met, the Buyer is entitled to notify DG DogGear of this fact and make a complaint regarding the goods (i.e. exercise rights arising from defective performance). A complaint may be made by sending an e-mail or letter to the DG DogGear address stated at the beginning of these Terms. For the purpose of making a complaint, the Buyer may use the model complaint form.

8.3 In the complaint, the Buyer is obliged to state the method of remedy requested.

8.4 If the goods have a defect, the Buyer may request:

• removal of the defect by delivery of new defect-free goods or delivery of a missing part of the goods; or
• removal of the defect by repair of the goods.

8.5 DG DogGear will handle the Buyer’s complaint in accordance with the Buyer’s request unless this is impossible or disproportionately costly compared with another possible method. The disproportionate nature of the costs shall be assessed particularly with regard to the significance of the defect, the value the goods would have without the defect, and the possibility of remedying the defect by another method without significant inconvenience to the Buyer.

8.6 DG DogGear is entitled to refuse to remedy the defect if doing so would be impossible or disproportionately costly, particularly with regard to the significance of the defect and the value the goods would have without the defect.

8.7 The Buyer has the right to request a reasonable discount from the Price of the Goods or to withdraw from the Purchase Agreement if:

• DG DogGear refuses to remedy the defect or fails to remedy it in accordance with applicable legislation;
• the defect occurs repeatedly;
• the defect constitutes a material breach of the Purchase Agreement; or
• it is apparent from DG DogGear’s statement or from the circumstances of the case that the defect will not be remedied within a reasonable period or without significant inconvenience to the Buyer.

8.8 The right to withdraw from the Purchase Agreement does not arise if the defect in the goods is insignificant.

8.9 The Buyer is not entitled to exercise rights arising from defective performance if the Buyer caused the defect themselves. Normal wear and tear resulting from ordinary use of the goods does not constitute a defect. The Buyer is not entitled to exercise rights arising from defective performance to the extent that the defect or damage to the goods was demonstrably caused by improper use, failure to follow care instructions, or inappropriate treatment inconsistent with the nature of the product material.

8.10 After a complaint has been made, DG DogGear will issue the Buyer with written confirmation containing:

• the date on which the complaint was made;
• a description of the complaint;
• the requested method of resolving the complaint;
• the Buyer’s contact details.

8.11 Unless DG DogGear and the Buyer agree on a longer period, DG DogGear shall remedy the defects and inform the Buyer of the resolution of the complaint no later than 30 days after receiving it. If this period expires without resolution and the Buyer has not received any notification from DG DogGear, the Buyer is entitled to withdraw from the Purchase Agreement or request a reasonable discount.

8.12 The Buyer will be informed by e-mail of the resolution of the complaint and DG DogGear will issue confirmation of the date and method of resolution. In the case of a justified complaint, the Buyer is entitled to reimbursement of reasonably incurred costs; however, the Buyer is obliged to prove these costs and should therefore retain the relevant documents (e.g. receipts or confirmation of shipping costs).

8.13 If the defect is remedied by supplying new goods, the Buyer is obliged to return the original goods. DG DogGear shall bear the costs of this return.

8.14 As a consumer, the Buyer is entitled to exercise rights in respect of defects in the goods that occur within 24 months of receipt.

8.15 If a defect becomes apparent within 12 months of receipt, the goods are presumed to have been defective at the time of receipt.

8.16 The provisions of Section 8.1 of these Terms shall not apply to goods sold at a lower price due to a defect for which the lower price was agreed, to used goods in respect of a defect corresponding to the degree of use or wear that the goods had when accepted by the Buyer, or where this follows from the nature of the goods.

Please send the goods to:

DG DogGear s.r.o.
Zábrdovická 827/10
61500 Brno CZ

info@dgdoggear.com

+420 734 318 727

Forms for return, or claim can be found HERE.

Please send the completed forms together with the goods to our address.