Refund and returns policy

If you have any complaints or queries regarding the delivery, you can contact us at khoikhoidog@gmail.com.

Khoikhoidog guarantees its customers the possibility of cancelling their order at any time and free of charge provided that the cancellation is communicated before the order has been made available to the carrier for shipment.

The customer will have a period of fifteen calendar days from receipt of the order to resolve to return the purchased product. The customer shall inform Khoikhoidog within the stipulated period and via the customer service centre of his wish to exercise his right to return the product. The returned order must be delivered together with the invoice issued for the purchase, the cost of return being borne by the customer.

The cost of shipping is paid by the customer, depending on the area may vary in price.

- Peninsula and Andorra: 3,99 €

- Balearic Islands, Ceuta and Melilla: 5,20€

- Canary Islands: 7,15€

- Portugal: 7,15€

- Zone 1 countries (Germany, Belgium, France, Italy, Netherlands): 8,50 €

 

The customer may return any item purchased at khoikhoidog, as long as the products have not been used and retain their original seal or packaging.

We do not accept returns on personalised products.

Please note that we check each of the products that are returned, if they do not meet the conditions indicated, the amount will not be refunded.If the return complies with the conditions, Khoikhoidog will refund the money of the products corresponding to the order, in no case the money of the shipment already made to the address of the client, through the method of payment that is made at the time of purchase.

If a product other than the one ordered by the customer is delivered by mistake or is broken or damaged, it will be withdrawn and the correct or new product will be delivered at no additional charge to the purchaser within fifteen days of purchase.Size exchanges will be processed as a return.The customer will pay the amount stated in the return and khoikhoidog is only responsible for the payment of the shipping of the new item.In the event that the package is retained in the shipping delegation for more than 15 days and is returned to our warehouse because the customer has not requested it in any way, the amount of the products that have the purchase will be refunded, in no case of the shipment already made.If the customer wants the product to be sent again, he/she will have to place a new order as the previous one will be returned.

In the event that the package is returned to our warehouse, please contact us through this email khoikhoidog@gmail.com to arrange a new shipment.