Refund and Returns Policy
At DoorValley, we want you and your furry friends to be happy with your purchase.
If you have any concerns about your order or need help with a return, our customer service team is here to assist you.
For questions about refunds, returns, or exchanges, please contact us at:
Email: info@doorvalley.org
1. Return Eligibility
Subject to applicable consumer protection laws, you may request a return within 30 days of receiving your order.
To be eligible for a return under our voluntary return policy, items should generally meet the following conditions:
- The item is unused and unworn, except for reasonable inspection or trying on as permitted by applicable law.
- The item is in its original condition.
- The item is clean and free from damage caused by the customer.
- Original tags, packaging, and accessories are included where reasonably possible.
- You can provide your order number or other proof of purchase.
Please contact us before sending any items back.
We will provide instructions on how to proceed with your return request.
Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.
2. How to Request a Return
To request a return, please follow these steps:
Step 1: Contact Us
Email info@doorvalley.org with your order number and the reason for your return.
Step 2: Provide Details
Please describe the issue and, if relevant, include photographs of the item.
Photos are particularly helpful if the item arrived damaged, defective, or different from what you ordered.
Step 3: Receive Return Instructions
Our customer service team will review your request and provide the applicable return instructions.
Please do not send items to an address that has not been confirmed by our team.
Step 4: Ship the Item Back
If your return is approved and a physical return is required, carefully package the item and follow the return instructions provided.
We recommend keeping your shipping receipt and tracking number until the return is resolved.
3. Items That Are Not Eligible for Voluntary Returns
Unless otherwise required by applicable law, certain items may not qualify for returns under our voluntary return policy.
These may include:
- Items that have been worn, washed, or used beyond reasonable inspection
- Items damaged through improper use or care after delivery
- Clearly personalized or custom-made items, where applicable law permits exclusion
- Items returned without prior communication when return authorization is reasonably necessary to process the return
These exclusions do not apply where they would unlawfully restrict your statutory rights, including applicable rights relating to defective, damaged, or incorrectly supplied goods.
4. Incorrect Size or Change of Mind
We understand that finding the right fit for your pet can sometimes be challenging.
Before purchasing, we recommend reviewing the product description and size chart carefully and measuring your pet where appropriate.
If an item does not fit or you change your mind, please contact us to discuss the available return options.
Returns for sizing issues or change of mind are subject to the applicable return conditions and consumer protection laws.
If you receive an item that differs from the size or product you ordered, please contact us so we can help resolve the issue.
5. Damaged, Defective, or Incorrect Items
We are sorry if your order arrives damaged, defective, or different from what you purchased.
Please contact us at info@doorvalley.org and include:
- Your order number
- A description of the issue
- Clear photographs of the item and its packaging, where relevant
Please contact us as soon as reasonably possible after discovering the issue.
After reviewing your request, we will explain the available resolution, which may include a replacement, repair where appropriate, or refund, depending on the circumstances and applicable law.
You will not be required to pay return shipping costs for an eligible return where we are responsible for the problem, subject to applicable law.
Your statutory rights regarding faulty or incorrectly supplied products remain unaffected.
6. Refunds
Once an eligible return has been received and assessed, we will notify you of the outcome.
If your refund is approved, it will generally be issued to your original payment method unless another method is agreed upon or required by law.
The time it takes for the refunded amount to appear in your account may depend on your payment provider or financial institution.
Where applicable law requires a refund within a specified period, we will comply with that requirement.
For returns due to a change of mind, any refund deductions or return shipping charges will be handled in accordance with the return conditions disclosed before purchase and applicable law.
7. Return Shipping Costs
Return shipping costs depend on the reason for the return.
Change of Mind or Incorrect Size
For voluntary returns due to a change of mind or sizing preference, the customer may be responsible for return shipping costs, where permitted by applicable law and where this responsibility has been properly disclosed.
Damaged, Defective, or Incorrect Items
If an item is confirmed to be damaged, defective, or incorrectly supplied, we will arrange an appropriate resolution and cover applicable return shipping costs where required by law or where we are responsible for the issue.
Original shipping fees and any other refundable delivery charges will be handled in accordance with applicable law and the circumstances of the order.
8. Exchanges
If you would like to exchange an item for a different size, color, or style, please contact us at info@doorvalley.org.
Exchanges are subject to product availability and applicable return conditions.
If a direct exchange is unavailable, we may explain the available return and repurchase options.
Nothing in this section limits your legal rights regarding faulty or incorrectly supplied items.
9. Missing Orders and Delivery Issues
If your order has not arrived within the expected delivery timeframe, please contact us with your order number.
We will review the available tracking information and work with the relevant shipping provider when appropriate.
If your package is confirmed lost or another delivery issue occurs, we will work with you toward an appropriate resolution in accordance with our shipping terms and applicable law.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at info@doorvalley.org.
We will do our best to assist if the order has not yet been processed or shipped.
Once an order has been shipped, cancellation may no longer be possible. In that case, you may contact us to discuss the available return options.
This section does not limit any statutory cancellation or withdrawal rights you may have under applicable law.
11. Statutory Consumer Rights
This policy is intended to explain our voluntary return procedures and does not replace or reduce any rights provided by applicable consumer protection laws.
Depending on your location, you may have additional rights to cancel an online purchase, return goods, or receive a refund or other remedy for defective or incorrectly supplied products.
Where applicable law provides a mandatory withdrawal period, refund deadline, or remedy, those legal requirements take precedence over any conflicting provision in this policy.
12. Contact Us
If you have any questions about our Refund and Returns Policy, please contact our customer service team.
Store Name: DoorValley
Email: info@doorvalley.org
We appreciate your support and will do our best to help make your shopping experience a positive one.
