We want you to love your DosGatos purchase. If something’s not right, we’re here to make it easy. Here’s everything you need to know about returns, refunds, and exchanges.

Last updated: February 2026

Return Window

You have 30 days from the date of delivery to return any item for a full refund. No questions asked.

This exceeds the EU-required 14-day cooling-off period – because we believe you should have enough time to decide if the product is right for you.

Important: The 30-day window starts when you receive your order, not when you place it.

What Can Be Returned?

Most items can be returned as long as they meet these conditions:

Unworn and unwashed – items must be in original condition
Tags attached – original tags and labels must still be on the product
Original packaging – if possible, return items in their original packaging (not required, but helpful)
No signs of use – products must show no wear, stains, or alterations

We reserve the right to refuse returns that don’t meet these conditions.

What Cannot Be Returned?

For hygiene and safety reasons, the following items are final sale and cannot be returned:

Items showing signs of wear, washing, or damage
Products with removed or missing tags
Custom or personalized items (if we offer them in the future)
Sale or clearance items marked as “final sale”

If you’re unsure whether your item qualifies for return, contact us before sending it back.

How to Return an Item

Returning is simple. Follow these steps:

Step 1: Contact Us

Email us at [email protected] with:

Your order number
The item(s) you want to return
Reason for return (optional, but helps us improve)

We’ll confirm your return request within 24 hours (Monday-Friday).

Step 2: Pack Your Item

Pack the item securely in its original packaging (if possible). Include a note with your order number and email address.

Step 3: Ship It Back

Send your return to the address we provide in our confirmation email.

Return address: Piotr Dworak Sokołowski, C/Gabriel Usera 60 PB-01, 28026 Madrid, Spain.

Important: Keep your tracking number. We’re not responsible for packages lost in transit.

Step 4: We Process Your Return

Once we receive your return, we’ll inspect it and process your refund within 5 business days.

Refunds

How Will I Get My Refund?

Refunds are issued to your original payment method:

Credit/debit card: Refund appears in 5-10 business days (processed via Stripe)
PayPal: Refund appears in 5-7 business days
Other payment methods: Same timeline as original payment

We do not offer refunds via store credit or gift cards – you’ll always get your money back the way you paid.

What’s Included in the Refund?

Product price: Full refund
Original shipping cost: Refunded if you return your entire order
Return shipping cost: Not refunded (you pay to ship the item back – unless it arrived damaged or we sent the wrong item)

When Will I See My Refund?

Timeline:

We receive your return: Day 0
We inspect and approve: 3-5 business days
Refund processed: Day 5
Money in your account: 5-10 business days after processing (depends on your bank/payment provider)

Total time: 10-15 business days from when we receive your return.

You’ll get an email confirmation once your refund is processed.

Exchanges

Want a different size or color? Here’s how exchanges work:

Since we produce items on demand, we don’t have stock ready for instant exchanges. Instead, we recommend this process:

Return your original item (follow the steps above)
Place a new order for the size/color you want
Once we process your return, you’ll get your refund

Pro tip: If you’re not in a rush, wait for the refund to process before placing the new order. If you need the new item ASAP, order it right away – you’ll have both costs temporarily, but you’ll get the refund within 10-15 days.

Exception: If we sent the wrong size or color, we’ll cover all costs and send the correct item immediately. Contact us if this happens.

Who Pays for Return Shipping?

Standard Returns (Change of Mind)

You pay for return shipping. Choose any carrier you prefer – we recommend using a tracked service so you can monitor the package.

Our Mistake (Wrong/Damaged Item)

We pay for return shipping. If we sent the wrong item or your product arrived damaged, we’ll provide a prepaid return label. Contact us with photos of the issue and we’ll take care of it.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, we’ll fix it immediately.

What to Do:

Contact us within 7 days of delivery at [email protected]
Include photos of the damaged/wrong item (helps us process faster)
Include your order number

What We’ll Do:

Send a replacement at no cost (if available)
Issue a full refund (including original shipping)
Provide a prepaid return label (you don’t pay to return a damaged/wrong item)

We stand by the quality of our products. If something’s not right, we’ll make it right.

Your EU Consumer Rights

As an EU-based business, we comply with EU consumer protection laws. Here’s what that means for you:

14-day cooling-off period: You can return any item within 14 days of delivery without giving a reason (we extend this to 30 days)
2-year warranty: All products are covered by a 2-year EU legal guarantee against defects
Faulty goods: If a product is defective within 2 years, you’re entitled to a repair, replacement, or refund

For more info on your rights, visit the European Commission Consumer Rights page.

Special Cases

Lost in Transit (Return Package)

If your return package gets lost during shipping, we cannot issue a refund without proof of delivery. Always use a tracked shipping method and keep your receipt.

Late Returns

Returns received after the 30-day window may not be eligible for a refund. If you’re close to the deadline, contact us – we’ll do our best to help.

Sale or Clearance Items

Items marked as “final sale” or purchased during clearance events cannot be returned unless they arrive damaged or defective.

Questions About Returns?

We’re here to help. If you have questions about returning an item, getting a refund, or anything else, reach out:

Email: [email protected]
Response time: Within 24 hours (Monday-Friday)
Include: Your order number for faster assistance

You can also check our FAQ page for quick answers or review our Shipping Policy.

returns & refunds policy