Refund policy


Updated on: 09-11-2025

Scope and Purpose

This Return and Refund Policy applies to all purchases made through the website dogelue.com.
It explains your rights and our procedures for returns, exchanges, and refunds.

Contact Details

If you have any questions or concerns regarding returns or refunds, please get in touch with our customer service team:

  • Email: support@dogelue.com

  • Phone: (+31) 626294366

  • Address: Jan van Eijckplein 2, Unit 3, Second Floor, 4703 GV Roosendaal, The Netherlands

Return Period

Customers based in the United Kingdom, the United States & Australia have the right to cancel their purchase and return any item within 30 days of the delivery date — no explanation required.

How to Return an Item

  1. Notify Us: To start a return, please contact our support team at support@dogelue.com and include your order number along with a short explanation for the return.

  2. Authorisation: Once your request has been reviewed, we’ll provide detailed return instructions and, where applicable, a prepaid shipping label.

Packaging and Shipping Guidelines

  1. Pack the product securely in its original packaging, ensuring that all tags and labels remain attached.

  2. Include the return authorisation form and any requested documents or photos.

  3. Use the return label provided in our confirmation email to send the parcel back.

Return Costs

  • Faulty or Damaged Items: If your product is incorrect, faulty, or damaged in transit, there will be no return cost to you.

  • Change of Mind: If you wish to return a non-defective product (e.g. wrong size, unwanted item), you will be responsible for the actual return shipping cost.

Conditions for Returns and Refunds

  • Change of Mind: You may return any unused, undamaged item in its original packaging within 30 days of delivery.

 

  • Defective Products: If your item is faulty, please contact our customer service team immediately. We will process free replacement.

 

  • Damaged Deliveries: If your item arrives damaged, please send photos within 48 hours of receipt. We will assess the situation and cover return costs where necessary.

 

  • Wrong Item Received: If you receive an incorrect product, contact us right away. We will arrange collection and ensure the correct item is sent to you.

 

  • Non-Delivered Orders: If your order does not arrive, please let us know so we can open an investigation with the courier. If the item cannot be located, you will receive either a replacement or a full refund.

 

  • Order Cancellations: Orders may be cancelled before dispatch. Once shipped, the standard return process applies.

 

  • Refunds for New and Used Products: We offer refunds for both new and used items, provided they meet our return conditions.

 

  • No Exchanges: Please note that we do not offer exchanges. A new order must be placed if you wish to receive a different item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery and include clear photos of the issue.
Once the product is inspected and approved, we will issue a free replacement.

Non-Damaged Returns

If you simply change your mind, you may return the unused and undamaged product within 30 days of delivery, provided it’s in its original condition and packaging.

Timelines

  • Reporting & Shipping: All returns must be reported and dispatched within 30 days of receiving the order.

  • Inspection & Processing: Refunds are processed within 7 business days after we receive and inspect the item. You’ll be notified by email once completed.

  • Refund Eligibility: Refunds are approved only for unused, undamaged items in their original packaging.

  • Refund Issuance: Approved refunds are processed to the original payment method within 7 business days.

Exclusions

The following items are non-returnable:

  • Custom-made or personalised products

  • Hygiene-sensitive goods (e.g. socks, underwear) unless they are unopened and unused

Return Address

All authorised returns should be sent to:

Warehouse Address: Room 1815, Building 4, First International Fortune Center, No. 200 Hongfu Road, Dongguan, Guangdong, China

Shipping and Fees

  • Preferred Courier: Royal Mail / UPS (Track & Trace service)

  • Restocking Fee: None (£0)

Legal Rights

Nothing in this policy affects your statutory consumer rights under applicable UK or EU law.

Need Help?

For further guidance, please visit our FAQ page or reach out to our customer service team.

Contact Us

If you have questions or complaints about this policy: