Refund policy

Returns and Withdrawal Policy

Last updated: 17 June 2026

At GOS STUFF, we want you to be happy with your order. If you need to return a product or exercise your right of withdrawal, we explain below how to do so.

This policy applies to orders placed through our online store, gosstuff.com.

1. Timeframe to request a return or withdrawal

You have 14 calendar days from the date you receive your order to request a return or exercise your right of withdrawal.

In order for us to accept the return, the product must be in good condition, clean, not misused, with its labels attached and, whenever possible, in its original packaging.

2. Right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within the legal period of 14 calendar days from the date you receive your order, without having to provide a reason.

To exercise this right, you can clearly communicate your decision to us through any of the available methods, including our online withdrawal form.

3. Online withdrawal form

In accordance with the European regulations applicable to e-commerce, GOS STUFF provides consumers in the European Union with an online form to exercise their right of withdrawal.

You can access this form through the “Desistir del pedido” link, located in the footer of our website.

Through this form, you can electronically communicate your decision to withdraw from the order. Once the request has been submitted, you will receive a confirmation by email.

The use of this form does not limit your legal rights or replace other valid ways of communicating your withdrawal, provided that the request is made within the corresponding timeframe.

This online function responds to EU Directive 2023/2673, which introduces the obligation to provide an easily accessible withdrawal function for consumers in the European Union from 19 June 2026.

4. How to request a return

You can request a return by writing to us at:

hello@gosstuff.com

In the email, please include:

Full name.
Order number.
Product you would like to return.
Reason for the return, if you wish to provide one.

You can also use the online form available through the “Desistir del pedido” link in the footer of our website.

Once we receive your request, we will let you know the steps to send the product back to us.

5. Return conditions

In order for us to accept a return, the product must meet the following conditions:

It must be in good condition.
It must not have been misused.
It must be clean.
It must keep its labels attached.
It must be properly protected when shipped back to avoid damage during transport.

Returns will not be accepted for products that arrive damaged, dirty, incomplete or in a condition that prevents their inspection or future resale, unless the issue is due to a manufacturing defect or an error on our part.

6. Return shipping costs

Unless the product is defective or there has been an error on the part of GOS STUFF, the return shipping costs are the responsibility of the customer.

We recommend using a shipping method with tracking, as GOS STUFF is not responsible for packages lost during the return shipment.

7. Defective products or order errors

If you receive a defective, damaged or incorrect product, please write to us at hello@gosstuff.com as soon as possible, indicating your order number and attaching photographs of the product.

We will review the case and, where applicable, offer you an appropriate solution depending on the situation: repair, replacement, refund or another alternative.

8. Used, damaged or misused products

Our products are designed for real walks and normal daily use, but they are not designed to be used as chew toys or toys.

Returns will not be accepted for products damaged by bites, damage caused by the dog, extreme pulling outside normal use, incorrect handling, excessive dirt or any other damage that does not correspond to a manufacturing defect.

If you have any issue with a product, please write to us anyway so that we can review the case.

9. Personalised or made-to-measure products

Unless they have a manufacturing defect or there has been an error on our part, personalised or made-to-measure products cannot be returned when they have been manufactured or adapted specifically for the customer.

This includes products with personalisation, special adjustments or any modification expressly requested by the customer.

10. Refunds

Once we receive the returned product and verify that it meets the return conditions, we will proceed with the corresponding refund.

The refund will be made using the same payment method used for the purchase, unless another method is expressly agreed.

The time it takes for the amount to appear may vary depending on the bank or payment provider.

11. Initial shipping costs

In the event of withdrawal, the corresponding amount will be refunded in accordance with the applicable regulations.

Shipping costs will not be refunded. The cost of the return must be covered by the customer.

12. Product or size exchanges

If you need to exchange a product for another size, colour or model, please write to us at hello@gosstuff.com, indicating your order number and the exchange you need.

Exchanges are subject to stock availability.

Unless there has been an error on our part or the product is defective, the shipping costs associated with the exchange will be the responsibility of the customer.

13. Repairs

At GOS STUFF, we believe in repairing before throwing away.

If your product needs a repair, you can write to us at hello@gosstuff.com with photographs and an explanation of what happened. We will review the case and let you know whether it can be repaired, as well as the applicable conditions and costs.