Refund policy

Returns and refunds

Your 14-day right to change your mind

You can cancel your order within 14 days of receiving it, without giving a reason. This is your right under EU consumer law (Directive 2011/83/EU).

The 14 days start the day after the parcel arrives. If your order arrives in several parcels, they start the day after the last one arrives.

To cancel, email info@thepaddledog.nl with your order number and say you are cancelling. A clear statement is enough. You do not have to use a form, but you can use the model withdrawal form at the bottom of this page if you prefer.

Then send the items back within 14 days of telling us.

Who pays the return postage

You pay the return postage. We do not provide a prepaid label. Send it with tracking, because the parcel is your responsibility until it reaches us.

Return address:

Paddle Dog returns
Lidostas parks, Marupe
Marupes nov., LV-2167
Latvia

This address is for product returns only. Letters, notices and anything else sent there will be returned to you unopened. For everything else, email us.

Condition

Handle the item as you would in a shop. Try it on. Do not wear it out or wash it. If the item comes back with signs of use beyond checking the fit, we may reduce your refund to reflect the lost value.

Your refund

We refund the full order value, including the standard delivery charge you paid to receive it. If you chose a faster or more expensive delivery option, we refund the standard rate, not the upgrade.

We pay within 14 days of you telling us you are cancelling. We may hold the refund until the items arrive back, or until you show proof you have sent them, whichever is sooner.

The refund goes back to the payment method you used. There is no charge for this.

After the 14 days: store credit

Changed your mind later? Up to 30 days after the parcel arrives, you can still send items back for store credit. You get a gift card for the price you paid for the items, to spend on anything in the store, and it does not expire.

The same conditions apply: unworn and unwashed, you pay the return postage, and email us with your order number before you send anything. After the 14 days, store credit is the only option; within them, the refund above is yours.

If something is faulty or not as described

This is separate from changing your mind, and the rules are better for you.

You have two years from delivery to report a fault that was present when the item was made (Directive (EU) 2019/771). Email us with your order number and a photo. If the item is faulty, we pay the return postage and you choose a repair, a replacement or your money back.

A print that cracks after normal washing at 30°C is a fault. Tell us.

Exchanges

We do not run exchanges. Return the item for a refund and place a new order. It is faster than waiting for a two-way swap.

Model withdrawal form

Copy this into an email if you want to use it.

To The Paddle Dog, Cowles Consulting, info@thepaddledog.nl:

I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: / Received on:
Order number:
Name:
Address:
Date: