Refund policy

RETURNS AND REFUNDS

If you are not satisfied with an item, you can return it to us within 7 days from the receipt of the package (this applies only to customers within the European Union). Please note that we can only accept unused and undamaged goods.

RETURN PROCESS:

  1. Request a return by sending an email to hello@ogoose.be, you will get a reply within 24h with return address.
  2. Please return the item(s) complete and in the original packaging. Ensure secure packaging to prevent damage during transit.

  3. Send the package back using a shipping service of your choice. We recommend shipping it as an insured package with tracking information. Please keep the shipping receipt with the tracking number safe.

  4. Upon receipt, the items will be inspected by us to check that they are still in fully undamaged/unused condition with labels in perfect condition (see conditions below).

  5. The refund will be processed within 14 days after receiving and inspecting the return. Please note that depending on the bank or payment service provider, it may take longer for the amount to be credited to your account.

  6. Shipping costs are only refunded if you received a product that was not the product you ordered, or if the product was damaged when you received it.


OUR CONDITIONS :

 We are happy to accept your return, provided the following points are observed:

  • The return is requested via hello@ogoose.be 3 days after delivery of your order.
  • For hygienic reasons, each piece is strictly unused, with no dog/cat hair and/or smell, without being washed and in completely undamaged condition.
  • The original labels and tags are attached to the pieces and in perfect condition.
  • The original packaging is enclosed and undamaged.

If any of these conditions are not fulfilled, we regret to inform you that we cannot process a refund for your return, and we are unable to return the item to you. Unfortunately, due to occasional challenges, we find it necessary to enforce these stringent rules.

EXCHANGE:

If you wish to exchange one or more items (different size, color, etc.), please return your item(s) and place a new order.