Returns and exchanges

Any item bought at dogfriendly.lt can be returned for a full refund within 14 days of receiving it, no reason needed.

Within 14 days of receiving the item you can

– Exchange it for another size or model, cheaper or dearer: we refund any overpayment to your account, and any difference is paid when the replacement is delivered. We recommend reserving the item you want as soon as possible by e-mail at info@dogfriendly.lt or by phone on +370 655 35 944.

– Get your money back. Refunds are made within 1–3 working days of receiving the returned item.

When a whole order is returned we also refund the standard delivery charge you paid; when part of an order is returned, the price of the returned goods. The cost of sending the goods back is borne by the buyer.

Condition of the item

An exchanged or returned item must be unworn and unused, undamaged, not diminished in value, and with its labels still attached.

How to return or exchange

Reach us by e-mail at info@dogfriendly.lt or by phone on +370 655 35 944 with your order number and the item you are returning or exchanging — we will send DPD return instructions. Pack the item and send it via a DPD parcel locker.

Once we receive the item, we transfer the money to the account you specify within 1–3 working days.

Legal basis

Defects are remedied and non-conforming goods exchanged or refunded in line with the Retail Trade Rules approved by the Government of the Republic of Lithuania. Returns and exchanges of conforming goods follow Article 6.228¹⁰(1) of the Civil Code.

Requests or complaints about a product or service bought in our store may be submitted to the State Consumer Rights Protection Authority (Vilniaus g. 25, 01402 Vilnius, tarnyba@vvtat.lt, tel. +370 5 262 67 51, www.vvtat.lt) or its regional offices, or via the EU Online Dispute Resolution platform at http://ec.europa.eu/odr/.

Quality guarantee

Harnesses, leashes and collars carry a 12-month guarantee from the day of delivery. It covers manufacturing and material defects that make the item unfit for use only — not normal wear, and not damage caused by the dog (chewing, biting), by misuse or by improper care. Accessories are not covered.

To make a claim, write to info@dogfriendly.lt with your order number, a description of when and how the damage occurred, and photographs of the whole item and of the damage. Claims without the description and photographs are not examined. The full conditions are in section 7 of the Terms of purchase.