Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original, unopened packaging. You will also need your invoice or proof of purchase.

To start a return, contact us at contact@loulouthedogstore.com. Returns must be sent to the following address: Sheinkin 11, Tel Aviv-Yafo, Israel.

If your return is accepted, we will send you instructions on how and where to send your package. Return shipping costs are the customer's responsibility, except where the item is defective, damaged or incorrectly shipped — in those cases we cover the cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@loulouthedogstore.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases we cover the return shipping and either replace the item or refund you in full.

Exceptions / non-returnable items
The following cannot be returned:

• Dog food and treats once the packaging has been opened, for food safety reasons
• Coat care and grooming products (shampoos, balms, oils, sprays, masks) once opened or used, for hygiene reasons
• Apparel and harnesses that have been worn, or returned without their original tags
• Custom or personalised items, such as engraved collars and tags
• Sale items and gift cards

Unopened items from these categories can be returned within 14 days, in their original sealed packaging.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging, and accompanied by your invoice or proof of purchase. Return shipping costs remain the customer's responsibility, except for defective or incorrectly shipped items. This right does not apply to sealed food or personal care products once they have been opened, nor to personalised items.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember that it can also take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at contact@loulouthedogstore.com.