RETURN OF NON-DEFECTIVE PRODUCTS

If you wish to return your order or part of it, you have the option to do so within 14 calendar days from the day you received your order. In case you experience a problem or the time period has expired, you can contact dognrose’s Customer Service Department at 2551110537 or by email at info@dognrose.com.
Pack the product in the packaging in which it was sent to you to avoid damage in transit.The products must be returned in the original condition in which they were delivered to you and you must ensure that the products have not been tampered with, altered or used. It is not necessary to send the receipt as it has been sent to you electronically.
The Customer Service Department will instruct the courier company (ACS Courier) to collect the parcel from the address you have indicated that you wish the collection to take place*. The return must take place within 14 calendar days from the day you have indicated your request. Alternatively, you can proceed with the return process with any courier company of your choice.
The package will be shipped to the Dognrose E-shop warehouse.
Exclusive shipping address:
13 Dikastiria Street, Alexandroupolis, Tel. Contact 2551110537
(Valid only for online orders in the eshop)
If the return process has been completed correctly and the return conditions are met, our company is obliged to refund your money in the same way that your order was paid for, within 30 days from the return of the product to our warehouse.
The refund is made as follows:
To your debit/credit card, in case the payment of the order has been made through it (Payment Methods HERE).
To the bank account that you have sent to us via email to the Customer Service Department of dognrose, in case the payment of the order has been made by cash on delivery. We will send you a notification email when the refund is made. The time to see the money in your account may vary and is determined by the issuing bank. Please contact your bank for further details.
EXCHANGES OF NON-DEFECTIVE PRODUCTS
For exchanges of non-defective products, you should follow the same steps as in the case of a Return.
Once we have received and evaluated the products, the company will need to proceed with a refund and new order entry.
RETURNS / REPLACEMENTS OF DEFECTIVE PRODUCTS
To return/replace defective products, you should follow the same steps as in the case of returning non-defective products.
In the event of a defective product or non-compliance of the delivered products in accordance with the order, the return of the products shall be made exclusively by ACS Courier and the return costs shall be borne by Dognrose.
The following must apply for the return/exchange to be accepted:
The packaging must be intact with no damage or tears
The product must be free from deterioration and untested/unused
The product must not have come into direct contact with the skin
The product must be in perfect/excellent condition to allow resale and not unpacked (no plastic wrapping removed and in its original closed or sealed packaging, with accessories, instructions, etc.).
The entire package must be returned in the case of promotional items
Seasonal items are returned within the same season they were purchased.
Note: In the event that the Customer Service Department is not notified of any of the above (returns/replacements/changes), the warehouse will not accept the package.
GIFT REFUNDS
If you wish to return a gift, the customer who made the purchase must follow the Returns procedure as described above and will be the recipient of the refund.
Note: If you have not received your order shipping confirmation email you can email dognrose at info@dognrose.com with the subject “Order Cancellation” stating your order details.
For your convenience, the cancellation department is open Monday to Friday 8:30 am to 2:00 pm.