Withdraw from your purchase
If you change your mind about an online consumer purchase, you can generally withdraw within 14 calendar days after receiving the goods, without giving a reason. If a single order arrives in separate deliveries, the period starts after you receive the last item. You can also tell us before delivery.
This opens your order area. Opening it does not submit a withdrawal notice.
How to send your notice
- Enter the email address used for your order and the six-digit code sent to you. No password is needed. If you checked out using only a phone number, use the order-status link in your order SMS.
- Open your order and select the relevant items. Choose the cancellation option for items that have not been dispatched, or the return option for dispatched items. You can select the whole order or individual items, where applicable.
- If the form asks for a reason, you can choose “Other” and leave the optional note blank. You do not need to explain why you are exercising your statutory withdrawal right. Alternatively, use the email route below. Check the details and submit your request, then keep the confirmation email.
Cannot access your order or find the action?
Send a clear withdrawal notice to info@ohmydogandco.com before your deadline. Include your name, order number or other identifying order details, the items concerned, and the email address for our acknowledgement. You can also write to Oh Meu Cão Lda, Rua Gomes Freire 1, 2.º Esq., 1150-175 Lisboa, Portugal. You do not need to wait for our approval to give notice.
Returning items and costs
After giving notice, send the goods back within a further 14 days. Contact us for the correct instructions and address; this does not make your withdrawal dependent on approval.
- Mainland Portugal, warehouse-dispatched items: €4.50 including VAT for a change-of-mind or incorrect-size return. Batch Logistics emails the return instructions.
- Madeira and the Azores: you pay return shipping, with the cost confirmed beforehand.
- Spain and other countries: you pay international return shipping.
- Brand-direct items: contact us for that brand's return arrangements and address. Statutory rights remain unchanged.
These voluntary-return charges do not apply to necessary remedies for faulty or non-conforming goods. Voluntary exchanges also require payment for delivery of the replacement item, confirmed beforehand.
Refunds and exceptions
For a valid withdrawal, we refund the amounts due within 14 days after your notice, including our least expensive standard outward delivery where legally required. We may withhold the refund until we receive the goods or evidence of return, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise without extra cost.
Statutory exceptions can apply to clearly personalised goods, rapidly perishable goods and certain sealed hygiene-sensitive goods unsealed after delivery. Inspecting goods as you reasonably would in a shop is permitted; handling beyond what is necessary may lead to a deduction for loss of value.
Read the full Returns and Exchanges Policy for conditions, return addresses and the optional model withdrawal notice. See our Privacy Policy for how we handle your details.