Widerrufsrecht

Returns and Refunds

At DragonMoss, we want every order to arrive as described and in good condition. The rules below distinguish ready-made Companion Collection products from personalized HugTwin and PawCaddie products. Nothing in this policy limits any rights you have under the consumer laws that apply in your country or region.

Ready-made Companion Collection

You may request a change-of-mind return within 14 days after delivery. Contact us through our Contact Us page with your order number before sending the item back. After notifying us, please return the item within 14 days.

You may inspect the product as you would in a store. Please return it in substantially original condition, with its original accessories and packaging where reasonably possible. If handling beyond what is necessary to inspect the product reduces its value, we may make a reasonable deduction where permitted by law.

For change-of-mind returns, the customer is responsible for return shipping and should use a trackable service. When required by applicable law, we will also refund the original standard delivery charge. Any optional express-delivery upgrade is not refundable beyond the cost of standard delivery.

After the returned item is received and inspected, eligible refunds will be issued to the original payment method. We aim to process the refund promptly and no later than the period required by applicable law.

Damaged, defective, or incorrect items

If an item arrives damaged, is defective, or is different from what you ordered, contact us as soon as reasonably possible with your order number and clear photos. Depending on the issue and the law that applies, we will provide an appropriate remedy, which may include repair, replacement, or refund. DragonMoss will cover reasonable return-shipping costs when the item is confirmed to be damaged, defective, or incorrect.

This section does not limit mandatory consumer guarantees, including rights under the Australian Consumer Law.

Personalized HugTwin and PawCaddie products

Personalized products are made specifically from the photos and options supplied for an individual order. Before shipment, DragonMoss sends preview images for your review and can make reasonable modifications based on your feedback.

You may request cancellation and a refund at any time before the personalized product is shipped. Once the product has been shipped following your approval of the preview, it cannot be returned or refunded for change of mind, design preference, or any matter that was visible and accepted in the approved preview.

This personalized-product restriction does not exclude remedies required by law for manufacturing defects, damage in transit, an incorrect item, a product materially different from the approved preview, or another failure for which DragonMoss is responsible.

How to start a return or cancellation

Use the DragonMoss Contact Us page and include your order number, the product name, the reason for the request, and photos when the item is damaged, defective, or incorrect.

Do not send an item to an address shown on a parcel or website without first receiving return instructions from DragonMoss.

Regional rights

• United Kingdom and European Union customers may have a statutory 14-day right to cancel qualifying distance purchases.
• Australian customers retain all non-excludable consumer guarantees under the Australian Consumer Law.
• For customers in Japan, the applicable return terms are displayed before purchase; statutory protections for defective or misdescribed goods remain unaffected.

If local law provides stronger rights than this policy, the stronger local rights apply.