Right of withdrawal

  • Pursuant to art. 5 DL 185/1999, if the customer is a consumer (i.e. a natural person who purchases the goods for purposes not related to his professional activity, or does not make the purchase by indicating a VAT number in the order form to City Dog ), has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty, except as indicated in the following point.
  • To exercise this right, the Customer must send City Dog a communication to that effect within 14 working days from the date of receipt of the goods. This communication must be sent by fax sent to the number 0571/509618 always within the aforementioned period of 14 days and followed by a confirmation by registered letter with acknowledgment of receipt, strictly sent within the following 48 hours.

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  • The right of withdrawal is however subject to the following conditions: the right applies to the product purchased in its entirety;
  • it is not possible to exercise withdrawal only on part of the purchased product;
  • the purchased good must be intact and returned in the original packaging, complete in all its parts; according to law, the shipping costs for returning the goods are charged to the customer;
  • the shipment, until receipt in our warehouse, is under the complete responsibility of the customer;

in case of damage to the goods during transport, City Dog will notify the customer of the incident (within the fifth day of receipt of the goods in its warehouses), to allow him to promptly file a complaint against the courier he has chosen and obtain a refund the value of the asset (if insured); in this case, the product will be made available to the customer for its return, simultaneously canceling the request for withdrawal;

City Dog is not responsible in any way for damage or theft / loss of goods returned by uninsured shipments;

  • Without prejudice to any repair costs for damage to the original packaging, City Dog will refund the customer the full amount of the goods already paid (excluding shipping costs), by bank transfer, within 14 days of the return of the goods.
    It will be the customer’s responsibility to promptly provide the bank details on which to obtain the refund (name, surname, account holder, IBAN code).
    The right of withdrawal is totally lost, due to lack of the essential integrity of the goods (packaging and/or its contents), in cases where City Dog ascertains:
    – the lack of integral elements of the product;
    – damage to the product for reasons other than its transport;


The products purchased are subject to the discipline, as applicable, of Legislative Decree 2.2.2002 n. 24 (G.U.n.57, 8.3.2002) on sales contracts and guarantees concerning consumer goods and, to the extent not contemplated therein, with the specific provisions on the subject by the Civil Code.
This guarantee will apply to the product that has conformity defects and / or malfunctions not detectable at the time of purchase, provided that the product itself is used correctly and with due diligence, i.e. in compliance with its destination and as provided in any technical documentation, in compliance with the various operating rules indicated therein.
The aforementioned guarantee will not be applicable in the event of negligence, carelessness in the use and maintenance of the product, or improper use.
The guarantee is personal and will therefore apply only to the original buyer.
Any anomalies in product packaging must be reported within fourteen (14) days of receipt of the goods.
The written report must be attached by the customer when the defective product is returned.
The product, even if defective, in order to be replaced must, at the time of return to City Dog, be complete with the packaging and all accessories and documentation received from the customer at the time of purchase.
The return of the product without the original packaging, accessories and documentation above prevents City Dog from replacing the product itself at the manufacturer and makes replacement impossible.
City Dog reserves the right to verify the actual defect stated by the customer and to make the replacement only after this check.
The request will be processed only if the following documents are present in the returned package: copy of the purchase invoice or receipt of payment on delivery, order number and date, brief description of the defect found.
The costs of returning the goods to the sender remain the responsibility of the customer.