Refund policy

Refund and returns policy

Last updated: 6 September 2026. This policy supplements our Terms of Sale.

1. Right of withdrawal (14 days)

You have the right to withdraw from your purchase within 14 days without giving any reason. The period starts on the day you, or a third party designated by you (other than the carrier), take physical possession of the goods, or of the last item if your order is delivered in several shipments.

2. How to withdraw

  • Send an unambiguous statement before the period expires by email to contact@rundavo.com · Phone: +33 1 84 80 99 96 (with your order number and the items concerned) or by post to DATA HUB, 32 rue des Marjoberts, 95000 Cergy, France.
  • You may use the model form below, but it is not compulsory.
  • It is sufficient for your notice to be sent before the 14-day period expires. We confirm receipt by email and send you the return address.

3. Returning the goods

Send the goods back no later than 14 days after your notification, to the address given in our confirmation (32 rue des Marjoberts, 95000 Cergy, France for Rundavo products; another return address in the EU for Matteo and Labbvenn products). The deadline is met if you dispatch the goods before it expires.

  • You bear the direct cost of returning the goods (tracked, insured shipping recommended).
  • Goods must be complete, unworn, unwashed and preferably in their original packaging with labels.
  • You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods; a deduction may apply to used, soiled or de-labelled items.

4. Refund

We refund all payments received, including standard delivery costs (but not the extra cost of a more expensive delivery option such as express), no later than 14 days after being informed of your decision. We may withhold the refund until we have received the goods or you have supplied proof of shipment, whichever is earlier. The refund uses the same payment method (card, Klarna, iDEAL, Bancontact, SEPA) unless you expressly agree otherwise, at no cost to you. Depending on your bank, the credit may take an extra 3 to 10 business days to appear.

5. Exceptions

  • Sealed hygiene or care products unsealed after delivery (e.g. an opened paw balm, shampoo or spray).
  • Personalised or made-to-order items (engraving, embroidery).
  • Perishable goods (treats, food).

6. Defective, damaged or incorrect items

Independently of the right of withdrawal, you benefit from the statutory guarantee of conformity (two years from delivery) and the guarantee against hidden defects. Email us at contact@rundavo.com with your order number and photos: we arrange repair, replacement or refund and cover the return costs. Please report a damaged parcel ideally within 48 hours.

7. Exchanges and cancellations

We do not offer direct exchanges: return the item and place a new order. As long as your order has not shipped, you can cancel it by email for a full refund.

8. Orders delivered outside the European Union (14 countries)

The right of withdrawal in section 1 comes from European Union law. It applies as of right to deliveries inside the EU, and it also applies in the United Kingdom (Consumer Contracts Regulations 2013) and Norway (Right of Withdrawal Act, under the EEA agreement).

For the other twelve destinations — the United Arab Emirates, Australia, Canada, South Korea, the United States, Hong Kong, Israel, Japan, Malaysia, New Zealand, Singapore and Switzerland — no law requires a cooling-off period. Swiss law, for instance, grants none for online sales: art. 40a CO covers only doorstep and telephone sales. We give you 14 days anyway, as a contractual right, on the same terms and with the same exceptions as section 5. Three differences, caused by distance and customs:

  • return postage to France is at your cost and must be tracked; we do not provide a prepaid label from these countries;
  • the €29.00 shipping charge is not refunded (inside the EU, standard delivery is refunded, as the law requires);
  • import duties and import VAT paid on delivery never reach us, so we cannot refund them. Claim them back from your own customs authority with proof of return.

A defective, damaged or incorrect item (section 6) is handled the same way everywhere: we replace it or refund it and we do not ask you to ship it back from these destinations. Send photos of the product and the parcel to contact@rundavo.com.

Annex — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To DATA HUB, 32 rue des Marjoberts, 95000 Cergy, France — email: contact@rundavo.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

  • Ordered on (*) / received on (*): ______________________
  • Order number: ______________________
  • Name of consumer(s): ______________________
  • Address of consumer(s): ______________________
  • Signature of consumer(s) (only if this form is notified on paper): ______________________
  • Date: ______________________

(*) Delete as appropriate.

For customers in Germany, the German Widerrufsbelehrung and Muster-Widerrufsformular apply and are available in the German version of this page.