1. Corporate Identity and Jurisdiction
This Refund and Return Policy governs all commercial transactions conducted via www.dogmatiernahr.com between customers located within the European region and Dogma-Tiernahrung GmbH.
- Registered Company Name: Dogma-Tiernahrung GmbH
- Brand Name: dogmatiernahr
- Registered Office & Operational Address: Gewerbering 25-27, 01809 Dohna, Germany
- Contact Telephone: +49 35295268800
- Official Corporate Email: dispute@dogmatiernahr.com
2. Statutory Right of Withdrawal (14-Day Policy)
In strict accordance with European and German consumer protection legislation, consumers residing within the European Union are entitled to a statutory 14-day Right of Withdrawal without providing any justification.
- Withdrawal Period: The withdrawal period expires 14 days from the day on which the consumer acquires physical possession of the goods.
- Notification Procedure: To exercise the right of withdrawal, the customer must inform us via an unequivocal statement sent to our official corporate email address (dispute@dogmatiernahr.com) within the 14-day statutory window.
- Return Address for Physical Goods: Where physical return is applicable, European customers must ship the items to our designated returns processing facility located at:
- Dogma-Tiernahrung GmbH, Gewerbering 25-27, 01809 Dohna, Germany
3. Defective, Damaged, or Flawed Items
If a customer receives an item exhibiting flaws, defects, or transport damage, they may contact our support team via email by providing photographic evidence of the issue.
- Streamlined Resolution: Upon verification of the photographic documentation provided by the customer, we will process a full refund or a replacement dispatch for the affected order without requiring the physical return of the damaged item (requiring photographs only).
4. Shipping, Logistics, and Delivery Contingencies
We serve customers across the European region in collaboration with professional carrier partners, including DHL, FedEx, and UPS Priority services.
- Delivery Timeline: Standard transport duration across European destinations ranges from 5 to 8 working days.
- Milestone Notifications: At critical operational milestones—including order dispatch, arrival at logistics distribution hubs, and final local delivery coordination—automated tracking updates are sent to the customer’s checkout email address to keep them informed of shipment progress.
- Transit Delays and Investigations: If a customer’s shipment exceeds the standard delivery timeframe, Dogma-Tiernahrung GmbH will initiate a formal tracking investigation with the respective carrier. Depending on the findings of the carrier investigation, appropriate remedies—including full financial reimbursement or replacement dispatch—will be determined and executed.
5. Refund Processing and Payment Methods
- Eligible Payment Methods: Transactions processed on our platform support major payment instruments, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and other electronic wallets.
- Refund Execution: Approved refunds will be issued promptly using the original payment method utilized during checkout, following the verification of returned goods or valid photographic evidence for defective claims, in compliance with applicable European consumer rights regulations.
