Refund policy

Returns & Refunds Policy — SHOPDSOG

Thank you for shopping with SHOPDSOG. All items are made-to-order with care. We aim for zero defects, but if something is wrong we'll make it right — fast, fair, and without excuses. Read the policy below carefully: it sets expectations for timelines, proof required, eligible remedies, and shipping responsibility.

1. Summary (Quick facts)

• Report defective items within 7 days of delivery.
• We will approve or deny defect claims within 3 business days after we receive your photos and order details.
• If approved, you may choose a replacement (if available) or a full refund including the original item cost and original shipping.
• For approved defects, we will cover return shipping costs or provide a prepaid label.

2. What qualifies as a defect

Defects are manufacturing faults such as: incorrect construction, major loose seams, holes, fabric defects, or items that do not match the order (wrong color or wrong size shipped). Cosmetic variations from product photos (minor dye variations, texture) are not defects unless they materially change the product.

3. What is NOT covered

• Normal wear and tear after reasonable use.
• Sizing issues due to buyer error — please consult our size chart before ordering.
• Accidental damage, improper care, or modifications by the buyer (including machine-washing when the care label says hand-wash).
• Final sale items and personalized/customized items, unless we shipped the wrong item or it is defective.

4. How to request a return for a defective item (step-by-step)

1. Email fiftyshadesvi@hotmail.com within 7 days of delivery with the subject line: Return Request — Order #[your order number].
2. Include in the email:
   • Your full name and order number.
   • Clear photos (and short video if helpful) showing the defect from multiple angles.
   • A brief description of the defect and the date you received the package.
3. We will respond within 3 business days to confirm receipt and advise next steps (approval, denial, or request for more information).
4. If approved, we'll provide either:
   • A prepaid return label and instructions, or
   • A confirmation that you may ship the item back at our expense (we will reimburse reasonable documented return postage).
5. Once we receive and inspect the returned item, we will process the remedy (replacement or refund) within 5 business days.

5. Refunds & replacements — exact terms

• Full refund: We will refund the purchase price plus the original shipping cost (if any) to the original payment method. Refunds are processed within 5 business days of inspection; bank/processor timing may vary.
• Replacement: If you choose a replacement and the item is in stock, we will ship it at no extra cost and expedite shipping where possible. If the replacement is unavailable, you may select a full refund instead.
• Partial refunds: If an item is accepted back but shows signs of use beyond the reported defect, a partial refund may be issued at our discretion — we will provide a written explanation and itemized calculation.

6. Shipping responsibility & international orders

For approved defective returns, we cover return shipping or reimburse reasonable documented costs. For claims that are not approved (e.g., sizing or user damage), the customer is responsible for return shipping and any associated fees. International customers are responsible for customs, duties, and import taxes unless the return is approved as a defect and we explicitly agree to reimburse those fees.

7. Inspection & evidence

All returns for defects are subject to inspection. Keep original packaging and do not alter the item before inspection. Failure to provide requested evidence (clear photos, videos) or to return the item in the state received may void the refund or replacement.

8. Time limits & final deadlines

• Defect notification: must be made within 7 days of delivery.
• Approved returns: item must be shipped back within 14 days of our approval unless otherwise arranged in writing.
• Claims made after 7 days will be considered on a case-by-case basis but are not guaranteed.

9. Non-acceptance / final sale

Certain items (e.g., heavily discounted clearance items marked "Final Sale" or clearly personalized/custom items) are non-returnable unless defective or incorrectly shipped. We clearly label final-sale items at purchase.

10. Dispute escalation & contact

If you are unsatisfied with our resolution, escalate by emailing fiftyshadesvi@hotmail.com with the subject: Escalation — Order #[your order number]. We will assign a senior representative and respond within 5 business days with a final review.

11. Additional legal notes

This policy governs returns and refunds and does not affect your statutory rights where local consumer law provides greater protections. By placing an order with SHOPDSOG you agree to the terms described here. If any provision of this policy is found unenforceable, the remaining provisions will remain in effect.

12. Accessibility & assistance

If you need help submitting your claim or require reasonable accommodations (e.g., for disability), email fiftyshadesvi@hotmail.com and include a phone number and preferred contact time.

Policy last updated: October 3, 2025.

Questions? Contact us at fiftyshadesvi@hotmail.com.