Return policy for YDOLO

You may return your ordered products provided the following conditions were met:

• The return was notified to us within 14 days of receipt of your order. Either via retour@ydolo.be or via the form provided for this purpose on our returns page.
• The return was shipped to our provided return address within 30 days of receiving your order.
• Your return does not concern a trial box, free sample, product in promotion
• For food & care products: the packaging is original, undamaged and unopened for hygienic reasons.
• For accessories & other products: the product is in its original condition

You cannot return the following products:

• Products from sample boxes and free samples cannot be returned as these are also available free of charge from your pet store.
• The products of 2.8 Duepuntootto & Morso are all products in SALE / On Sale. We have stopped distributing these brands so therefore these may go away at dumping prices. Because of this they cannot be returned.
• Food and snacks whose packaging has been opened cannot be returned, unless otherwise agreed with our customer service department.
• Accessories or products that are no longer in their original condition or show damage, unless otherwise agreed with our customer service.

Do you wish to return a product for any of the following reasons:

• I have a problem with / complaint about the product
• The product/my shipment was delivered damaged
• The wrong product was delivered
• My animal appears to be allergic or intolerant

Then be sure to first contact our customer service or send an email to info@ydolo.be. There we will be happy to help you find the cause and an appropriate solution.

Do you wish to return an ordered product? Then you must register your return with us within 14 days of receiving your order.

You can do this by sending an email to retour@ydolo.be or by filling out the return form. In doing so, we ask that you provide us with the following information:

• Which products you wish to return
• Your first and last name, and the name of your company (if applicable)
• Your contact information
• The number of your order. You can find this in the confirmation email of your order.

You will then receive a code from us that you should include on your return shipment to ensure smooth processing.

Important: It is recommended, after creating your return label, to provide a track & trace code or link via retour@ydolo.be. That way you will have proof of shipment and we can follow up on any problems with your shipment.

All returns should be sent, upon notification, to:

Out2Send
Delften 23 unit 6
2390 Malle
Belgium

You are completely free to choose with which carrier / shipping partner you wish to return the shipment. However, it is important that you provide a track & trace link / code via retour@ydolo.be. That way you have proof of shipment and we can follow up on any problems with your shipment.

The cost of return shipping should be paid by you, the customer.

Once your return has been received and processed by our logistics department, and provided your shipment meets our return conditions, then your returned product will be refunded:

• The refund will be processed through Mollie and issued to the account/means of payment used to pay for the original shipment.
• Processing your return takes an average of 10 days.
• Shipping charges are non-refundable

We will always notify you via email when we have received your return properly and when the refund has been processed.

You will also be contacted by our customer service department in case of any problems with your return.