Returns & withdrawal

The harness is too big, the cat has chosen the box over the bed, or you have simply changed your mind: we don’t ask why. Under Articles L221-18 et seq. of the French Consumer Code, you have 14 days to withdraw from your order without giving any reason. A simple return, a refund once it reaches us, and no sighing at our end.

When the 14 days start

The 14-day period starts on the day you (or a third party designated by you, other than the carrier) take physical possession of the goods. If your order contains several items delivered separately, the period starts on receipt of the last item.

Sending an item back, in three steps

  • 1. Let us know before the 14-day period expires, by email at contact@rundavo.com (state your order number and the items concerned) or using the model withdrawal form in our Terms of Sale.
  • 2. We send you the return address in Europe that suits your items, together with instructions. Please don’t post a return without this confirmation.
  • 3. Send the item back no later than 14 days after telling us, in its original packaging where possible, complete, unworn and unwashed. Keep your proof of postage.

Who pays for the return

The direct cost of returning the goods is yours, unless the item is defective, damaged or not what you ordered, in which case we cover the return. We recommend a tracked service; the parcel travels under your responsibility until it reaches us.

The refund, and how long it takes

We refund everything you paid, including standard delivery costs (the extra cost of a more expensive delivery option, such as express, is not refunded), no later than 14 days after we receive the returned item or your proof of shipment, whichever comes first. The refund goes back to the payment method used for the order, at no cost to you.

You may be held liable for any diminished value of the item resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (worn, soiled, covered in hair or odours, labels removed and so on). A deduction may then be applied to the refund.

What the right of withdrawal doesn’t cover

Under Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for:

  • sealed hygiene and care products that have been unsealed after delivery (for instance an opened paw balm, or a shampoo or spray that has been started);
  • personalised items or items made to your specifications (for instance an engraved tag or collar);
  • perishable food and treats.

If it gives way, or it isn’t what you ordered

Independently of the right of withdrawal, you benefit from the statutory guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code, 2 years from delivery) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code). Email us at contact@rundavo.com with photos: we arrange the repair, replacement or refund, and the return is on us.

Changing size or colour

We don’t do direct exchanges; the short route is quicker. Send the item back, place a new order in the right size or colour, and we refund the returned item as soon as it arrives. To make sure the second one fits, the tape measure is in the size guide.

Full details are in our Refund Policy.