Refund policy
Return Policy (According to EU Law)
At KRLZ, we want to ensure that you are completely satisfied with your purchase. If for any reason you are not, we provide the following return policy in line with European Union (EU) consumer protection laws:
1. Right of Withdrawal
As a consumer, you have the right to withdraw from the purchase within 14 days of receiving the product, without providing any reason. This is in accordance with the EU Distance Selling Directive.
2. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by submitting a clear statement, such as an email or a return form. You can contact us at:
Email: info@dogmomentum.com
Via the website contact form
3. Return Conditions
To qualify for a refund, the returned product must meet the following conditions:
It must be in new, unused condition.
The product must be returned in its original packaging, with all accessories, labels, and any included documents.
You must return the product within 14 days from the day you notified us of your withdrawal.
Please note that any damaged or opened packaging may affect your ability to return the item.
4. Return Costs
Unless the product is faulty or incorrectly delivered, you will be responsible for the return shipping costs. We recommend using a trackable shipping service to ensure the safe return of the item.
5. Refund Process
Once we receive and inspect the returned product, we will issue a refund within 14 days. The refund will be issued to the same payment method you used during the original purchase. Please note that shipping fees are non-refundable unless the return is due to a fault on our part.
6. Exceptions to the Right of Withdrawal
Under EU law, there are certain exceptions to the right of withdrawal, including:
If the product has been customised or personalised.
If the product is sealed and has been opened (e.g., if the packaging is broken).
Digital Products cannot be returned. If you are unhappy with one of our digital products contact us and we will try to find a solution.
7. Faulty or Damaged Products
If the product is faulty or was damaged during shipping, you are entitled to a free replacement or a full refund. Please contact us immediately if you receive a damaged or defective item.
8. Contact Information
If you have any questions or concerns regarding our return policy or need assistance with a return, please feel free to contact us:
Email: info@dogmomentum.com
Via the website contact form
By following the above policy, we aim to ensure a smooth and transparent return process for our customers, in line with the high standards required by EU law.