refund and return policy

These refund and return policy conditions govern the terms applicable to purchases made on the website www.echo-blinddog.com. They aim to guarantee a satisfactory customer experience while respecting your rights.

1. Return Conditions (Right of Withdrawal)

• Deadline: You have 30 calendar days after receipt to return a product.
• Condition: Products must be in their original condition, unused, and in their original packaging.
• Fees: Return shipping costs are at the Customer’s expense for standard returns.

2. Defective or Non-Compliant Product

If you receive a product with a defect or that does not match your order:

• Reporting Deadline: Contact us within one week following receipt at admin@echo-blinddog.com.
• Evidence: Please include a precise description of the issue and, if necessary, photos of the product.
• Coverage: If a return is deemed necessary after analyzing your email, return costs will be fully covered by Echo-Blinddog.
• Solutions: A full refund or an exchange will be offered to you.

3. Return Procedure

• Step 1: Send an email to admin@echo-blinddog.com with your order number.
• Step 2: Wait for our confirmation and instructions before shipping.
• Step 3: Carefully pack the product with a copy of the invoice.
• Step 4: Ship to: Echo-Blinddog, 9 rue du Travail, 67640 Fegersheim, France.

4. Refund

• After inspecting the return, we will inform you of the refund validation by email.
• The amount will be credited to your original payment method within 14 business days.
• Initial shipping costs are only refunded in case of a defective product or an error on our part.

5. Exceptions

• Personalized or custom-made products are neither returned nor exchanged (except for proven defects).
• Any product returned incomplete or damaged by the customer will not be refunded.