Refund policy

Version dated 21 October 2026

14 days to change your mind

You have 14 days from receipt of your order to return it, without giving any reason. If your order arrives in several parcels, the period starts when you receive the last one.

How to return an item

Write to us at contact.ineotex@gmail.com with your order number and the product(s) concerned. You may also use the withdrawal form in the appendix of our terms of sale.
We reply within 48 working hours with the return address.
Send the product back no later than 14 days after your request, in its original packaging, with its accessories and labels. Keep your proof of postage and tracking number.

Conditions

The product must be complete, clean and unused. You may try it as you would in a shop (for example checking a harness size at home), but if a product has been worn on a walk, washed or damaged, the refund may be reduced by the loss in value.
For hygiene reasons, doypacks whose packaging has been opened cannot be returned or refunded, unless they are faulty.
Kits may be returned in full or in part. For a partial return, we refund the returned products in proportion to the price paid for the kit.

Return costs

Return shipping costs are your responsibility, unless the product is faulty, damaged on delivery or does not match your order: in that case we cover them.

Refunds

We refund the price of the products and the original delivery costs (based on standard delivery) no later than 14 days after receiving your request.
We may wait until we have received the product, or proof that you have sent it, before refunding.
The refund is made to the payment method used for the order, at no cost to you. Depending on your bank, it may take a few days to appear on your account.
If you would rather exchange an item (different size or colour), let us know: we refund the returned item and you can order the new one on the website.

Faulty, damaged or wrong products

If a product arrives damaged, is faulty or does not match your order, write to us with a photo, ideally within 7 days of receipt. We will send you a new product or refund you, at no cost, and we will not necessarily ask you to send it back.

All our products are also covered by the 2-year legal guarantee of conformity from delivery.

Cancelling before shipping

You can cancel an order as long as it has not shipped, by writing to us. You will then receive a full refund straight away. Once the order has shipped, the return procedure above applies.