Refund Policy
1. Scope and Purpose
This policy applies to all purchases made on draw-my-pet.com (and its subdomains). It outlines the conditions for withdrawal, returns, exchanges, and refunds offered by MarketLab, the publisher of the DrawMyPet website.
2. Returns Customer Service Contact
Email: contact@draw-my-pet.com (No postal address or phone number is published; these will be provided, if necessary, during the return process.)
3. Legal Right of Withdrawal (France-based Customers)
Under Article L221-18 of the French Consumer Code, you have 14 days from receipt to cancel your purchase without providing a reason.
Exception: Custom-made products (personalized with your pet’s name or image) cannot be returned simply due to a change of mind, unless there is a conformity defect or error on our part (Art. L221-28).
4. Eligible Products
| Situation | Return Accepted? | Return Shipping Costs | Required Proof |
|---|---|---|---|
| Defective or damaged product | Yes | Covered by DrawMyPet | Photos within 48 hours |
| Incorrect item received (wrong product) | Yes | Covered by DrawMyPet | Photo + order number |
| Non-personalized, new product in original packaging | Yes, within 14 days | Covered by us | — |
| Personalized product, no defect | No (unless commercially agreed) | — | — |
5. Return Procedure
Notification
Send an email to contact@draw-my-pet.com with:
- Your order number,
- The reason for return,
- Photos (if the item is defective or damaged).
Authorization
After review, we will send you:
- A confirmation email,
- If applicable, a prepaid return label (PDF) to print.
Shipment
- Repack the product (with all accessories) in its original, intact, and well-protected packaging.
- Attach the label to the package and drop it off at the designated shipping point.
Inspection & Refund
- Once received in our warehouse, the item will be inspected within 14 days.
- If compliant with the above conditions, a refund will be issued to your original payment method.
- A confirmation email will be sent to you.
6. Exchanges
An exchange (same product, same size, same customization) is possible if:
- The product is defective,
- We made an error in the order. Shipping costs for the new product will be covered by us.
7. Timeframes
| Step | Maximum Deadline |
|---|---|
| Return request | 14 days after receipt |
| Return shipment | 14 days after return approval |
| Inspection + validation | 14 days after receipt in our warehouse |
| Refund processing | Within 14 days after validation |
8. Fees & Restocking
- No restocking fees.
- No return shipping costs for the customer when the return is accepted.
9. Cancellation Before Shipment
You may cancel your order as long as it has not been handed over to the carrier. Contact us as soon as possible by email; we will confirm the cancellation and proceed with a full refund.
10. Disputes
This policy is governed by French law. In case of disagreement, an amicable resolution will be sought; failing that, disputes will be subject to the competent courts within the jurisdiction of MarketLab’s registered office.
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This translation ensures legal precision while maintaining clarity and readability in English.