Return Policy and Conditions
At teddydogsshop.com.pl we care about your pet's complete satisfaction. In accordance with consumer law, you have the right to return your purchase within 14 days of receiving the package without providing any reason. If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
Conditions for accepting returns: For a return to be accepted, the product must be in its original, intact condition. This means that:
- Clothing and walking accessories: They may be tried on, but cannot show any signs of use (they must not be dirty, damaged, or have dog hair or dog odor). They must have the original tags attached.
- Toys: Must be unused and in their original packaging (if applicable).
- Hygiene products and cosmetics (shampoos, conditioners, combs): For hygiene and health protection reasons, these items are non-returnable if their packaging has been opened or the safety seals have been broken.
To complete your return, we require a receipt or an order number confirming your purchase in our store.
Refunds
Once your return is received and inspected (especially checking for dog hair or damage), our team will send you an email to notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed promptly, and a credit will automatically be applied to your credit card or original method of payment. This usually takes a few business days, up to a maximum of 14 days.
Late refunds
If you haven’t received a refund yet:
- First, check your bank account again.
- Contact your credit card company or bank – it may take a few business days before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please contact us at teddydogs@op.pl or call us at +48 881 795 702
Sale items
Items purchased on promotion or sale are subject to the same return policy as regular-priced items (you have 14 days to return them), unless the product was clearly marked as "Outlet" (e.g., due to a defect) and the description stated that it is non-returnable.
Exchanges
If you purchased clothing or a harness in the wrong size, the fastest way to exchange it is to return the incorrect item and place a new, separate order for the right size.
A classic "product for product" exchange (without placing a new order) applies only if the item received is defective or damaged. In this case, please contact us by email: teddydogs@op.pl
Return Shipping
To return a product, please follow the steps below:
- Notification: Inform us of your intent to return the item by emailing us at: teddydogs@op.pl.
- Preparing the package: Include a note with your order number and your details (or a completed return form) so we can quickly identify your shipment.
- Packaging: Securely pack the returned item. Important: Returned goods (especially clothing and ceramics) should be properly protected for transport. Remember, the product must not show any signs of use.
- Shipping: Send the package to the following address: ul. Parkowa 47a 71-220 Bezrzecze
Important information regarding costs: The direct cost of returning the goods is covered by the Customer. Shipping costs are non-refundable (unless the return results from our error or a product defect). We do not accept responsibility for damage occurring during return transit.
Need help?
If you have questions regarding size selection or the return procedure, write to us at: teddydogs@op.pl
Call us at: +48 881 795 702
Message us on Instagram: teddydogs.shop
Complaints (Product Defects)
We strive for the highest quality in all our products for your pets. However, if the item you received has a manufacturing defect or was damaged during normal use, you have the right to file a complaint. We are liable for product defects under the legal guarantee of conformity.
How to file a complaint (Step by step):
- Notification: Send us an email at: teddydogs@op.pl. Include the word "Complaint" in the subject line along with your order number.
- Defect description and photos: Describe the problem in detail in your email. We also kindly ask you to attach clear photos of the defect – in many cases, this allows us to process the complaint without you having to return the product, which significantly speeds up the entire process!
- Your expectations: Please indicate your preferred solution (replacement with a new product, repair, price reduction, or a refund in case of a significant defect).
- Shipping (if necessary): If we ask you to return the defective product for physical inspection, please send it to our address: ul. Parkowa 47a 71-220 Bezrzecze
Processing time: We treat every complaint as a priority. We will respond to your report and inform you of our decision promptly, no later than 14 days from the date of receiving the full notification. In the event of an accepted complaint, our store covers the costs of returning the defective item to us.