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Refund policy

 

RETURN AND REFUND POLICY

Effective Date: 15 Mar 2026
Last Updated: 02 April 2026

OVERVIEW

This policy outlines your return, refund, and warranty rights based on your location. All DoggyDrain products are made-to-order and pricing varies by market.

Note: Our prices are on a DDP basis (Delivered Duty Paid) and therefore already include Shipping and any applicable Duties and Taxes (no surprise charges to the customer).  The product page displays the Estimated cost of Shipping, Duties, and Taxes, which may differ from the Actual cost.  Refund deductions, if any, are based on the Actual cost of Shipping, Duties, and Taxes.  Documentation for the Actual cost will be provided with your refund.

1. HONG KONG CUSTOMERS

1.1 30-Day Money-Back Guarantee

You may return your DoggyDrain within 30 days of delivery for any reason.

Requirements:

  • Contact returnandrefunds@doggydrain.com within 30 days of delivery for return approval
  • Product must be unused, disassembled, protected with original cushions, wrappers, and boxes, and in original packaging
  • Ship within 14 days of receiving return approval and instructions
  • Return to the address we specify

Refund:

  • Refund of Purchase price minus Actual cost of Shipping (documentation provided)
  • Processed within 30 days of receiving and inspecting the returned product
  • Refunded to original payment method only

Important: Product must not be damaged during return shipping.  Otherwise, your refund may be voided.

1.2 One-Year Warranty

See Section 5 below.

2. EU/EEA/UK/SWITZERLAND CUSTOMERS

2.1 Customized Products - No Right of Withdrawal

Your DoggyDrain is made to your exact specifications (groin height, color, version, unique ID number) and is exempt from the 14-day right of withdrawal under Article 16(c) of EU Consumer Rights Directive 2011/83/EU and equivalent laws elsewhere.

By purchasing, you acknowledge:

  • This product is custom-made specifically for you, according to your specifications
  • Custom-made products cannot be returned or refunded
  • Once payment is captured, production begins immediately and cannot be cancelled
  • You waive your right of withdrawal/cooling-off for this customized product
  • Warranty for manufacturing defects still applies per applicable laws

2.2 Defective or Damaged Products

Your Rights:

  • Replacement or full refund of all amounts paid (your choice)
  • We pay all return shipping cost

Process:

  • Contact returnandrefunds@doggydrain.com within 7 days of delivery with photos and description of problem
  • We provide prepaid return label or arrange collection

·        Return unused, disassembled, protected with original cushions, wrappers, and boxes, and in original packaging

  • Ship within 14 days of receiving return approval
  • Replacement or full refund within 14 days of receiving and inspecting the returned product

Defects include:

  • Broken parts from manufacturing defects or shipping damage
  • Product doesn't match your custom specifications
  • Material failures preventing use

Not defects:

  • Visible layer lines and minor surface texture variations (normal for 3D printing)
  • Slight warping within normal tolerances that does not affect functionality or installation

Important: Product must not be damaged during return shipping.  Otherwise, we may be unable to evaluate your claim.

2.3 One-Year Warranty

See Section 5 below.

3. MAINLAND CHINA CUSTOMERS

3.1 7-Day Defect Return

Per PRC Consumer Protection Law, you may return defective products within 7 days of delivery.

Process:

  • Contact returnandrefunds@doggydrain.com within 7 days with photos and description of problem
  • You pay initial return shipping (most economical option)

·        Return unused, disassembled, protected with original cushions, wrappers, and boxes, and in original packaging

  • Ship within 14 days of receiving return approval and instructions to specified address
  • Upon verification, we reimburse your return shipping cost and provide replacement or refund within 30 days

Refund Calculation:

  • Refund amount equals Purchase price minus Actual cost of Shipping, Duties, and Taxes (documentation provided)
  • Actuals cost may differ from the Estimate shown on the product page

Defects include:

  • Broken parts, product doesn't match ordered specifications, material failures

Not defects:

  • Visible layer lines and minor surface texture variations (normal for 3D printing)
  • Slight warping within normal tolerances that does not affect functionality or installation

No change-of-mind returns accepted.

Important: Product must not be damaged during.  Otherwise, your warranty/refund may be voided.

3.2 One-Year Warranty (三包保修)

See Section 5 below. Chinese warranty documentation provided with order.

4. ALL OTHER MARKETS

4.1 Defective Products Only

No change-of-mind returns. Returns accepted only for manufacturing defects or shipping damage.

Process:

  • Contact returnandrefunds@doggydrain.com within 7 days of delivery with photos
  • You pay initial return shipping

·        Return unused, disassembled, protected with original cushions, wrappers, and boxes, and in original packaging

  • Ship within 14 days of receiving return approval and instructions to specified address
  • Upon verification, we reimburse your return shipping cost (most economical option) and provide replacement or refund within 30 days

Refund Calculation:

  • Refund amount equals Purchase price minus Actual cost of Shipping, Duties, and Taxes (documentation provided)
  • Actuals cost may differ from the Estimate shown on the product page

Defects include:

  • Broken parts, product doesn't match ordered specifications, material failures

Not defects:

  • Visible layer lines and minor surface texture variations (normal for 3D printing)
  • Slight warping within normal tolerances that does not affect functionality or installation

Important: Product must not be damaged during return shipping.  Otherwise, your warranty/refund may be voided.

4.2 One-Year Warranty

See Section 5 below.

5. ONE-YEAR WARRANTY (ALL MARKETS)

We warrant your DoggyDrain against manufacturing defects for one year from delivery.

Coverage:

  • Manufacturing defects in materials or workmanship
  • 3D printing defects causing structural failure

Exclusions:

  • Normal wear and tear
  • Misuse, abuse, negligence, or accidents including but not limited to drops, impacts,
  • Modifications or unauthorized repairs
  • Normal 3D printing characteristics (visible layer lines, minor surface texture variations, and slight warping within normal tolerances that does not affect functionality or installation)

Warranty Claims:

Reporting:

  • Report defects within 30 days of discovery
  • Coverage valid for 1 year from delivery

Process:

  1. Email returnandrefunds@doggydrain.com with order number, proof of purchase, photos, and description of problem
  2. We assess within 14 business days
  3. If approved, follow return instructions
  4. Ship within 14 days of approval
  5. We send replacement within 30 days of verification

Shipping Costs:

  • Hong Kong: You pay return shipping; we pay replacement shipping
  • EU/EEA/UK/Switzerland: We pay both return and replacement shipping for verified claims
  • China & other markets: You pay return shipping (reimbursed after verification); we pay replacement shipping

Where we pay return shipping, we select the method (typically most economical option).

Remedy: Replacement only. No refunds for warranty claims beyond initial return periods in Sections 1-4.

6. RETURN REQUIREMENTS

Return Approval

All returns require prior approval. Email returnandrefunds@doggydrain.com to obtain approval and instructions before shipping.

Return Period

Ship within 14 days of receiving return approval and instructions.

Product Condition

  • Unused (no signs of use or exposure to liquids/waste)
  • Disassembled, protected with original cushions, wrappers, and boxes, and in original packaging
  • All parts and accessories included

Return Address

We specify the return address upon approval (varies by location). Do not return to the address on the original package unless instructed.

Damaged Returns

If product is damaged during return, your warranty/refund may be voided and we have no obligation to return the product to you.

Product Condition

  • Product must be unused, showing no signs of use or exposure to liquids. Note that the product contains tamper-evident ink in the nozzle that indicates if the product has been used. For non-defective returns (where applicable), used products are not eligible due to hygiene and sanitation reasons. For defective products, returns may still be accepted subject to evaluation.
  • Return disassembled, protected with original cushions, wrappers, and boxes, and in original packaging
  • All parts and accessories included

7. REFUNDS

Method

  • Refunds to original payment method only
  • No store credit offered
  • If original method unavailable, provide alternative bank details

Deductions

All markets except EU/EEA/UK/Switzerland (for defective products):

  • Actual cost of Shipping, Duties, and Taxes (documentation provided), which may differ from the Estimate shown on product page

EU/EEA/UK/Switzerland (defective products only):

  • Full refund including all costs

Documentation

You will receive documentation showing the Actual cost of Shipping, Duties, and Taxes deducted from your refund at the time of refund processing.

Timing

All markets except EU/EEA/UK/Switzerland (for defective products):

  • Processed within 30 days of receiving and inspecting the returned product
  • Allow 5-10 business days for payment provider to credit your account

EU/EEA/UK/Switzerland (defective products only):

  • Processed within 14 days of receiving the returned product
  • Allow 5-10 business days for payment provider to credit your account

Partial Refunds

For minor defects not preventing use, we may offer partial refund (10-40%) at our discretion. You keep the product. Offer is final.

8. CANCELLATIONS

Before Production starts

  • Full refund including all costs
  • Contact returnandrefunds@doggydrain.com immediately
  • Processed within 7 business days

After Production starts

Cannot be cancelled. Subject to return terms in Sections 1-4.

Production Delays Beyond 30 Days

You may cancel for full refund, or wait for completion.

9. POLICY ABUSE

We reserve the right to refuse future sales to customers who abuse this policy, including but not limited to:

  • Unwarranted return, including returns for normal 3D printing characteristics after disclosure
  • Multiple returns
  • Returning product damaged by customer
  • Providing false information

10. MODIFICATIONS

This policy applies to purchases made while in effect. We reserve the right to modify this policy at any time, with changes effective immediately upon posting. Policy changes do not apply retroactively to prior purchases.

11. GOVERNING LAW

Governed by Hong Kong SAR law, subject to exclusive jurisdiction of Hong Kong courts, except where consumer protection laws grant additional rights in your jurisdiction.

12. CONTACT

Email: returnandrefunds@doggydrain.com

Include your order number in all correspondence.

Address: AutoKeybo Limited, Unit 1603, 16th Floor, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong

China customers (中国客户): Chinese support and documentation available.

By purchasing, you acknowledge you have read and agree to this policy.