Return and Refund Policy – DAJO MARKET

Last updated: October 11, 2026

At DAJO MARKET, we place great importance on our customers’ satisfaction and are committed to providing a reliable, transparent and secure shopping experience.

This policy sets out the conditions that apply to returns, exchanges, cancellations and refunds for orders placed on our online store www.dajomarket.com.

1. Return period

Customers have 30 calendar days from receipt of their order to submit a return request.

Any request must be made within this period through our “Contact us” page, accessible from our online store.

Return requests for a change of mind submitted after this period are not normally accepted.

This limitation does not affect consumers’ statutory rights.

2. Return eligibility conditions

To be eligible for a return for a change of mind, an item must meet the following conditions:

• Be unused, unworn and unwashed.
• Be clean and in its original condition.
• Show no sign of use, deterioration or modification.
• Be accompanied by its accessories and original packaging, where these are necessary.
• Be the subject of a request made within 30 days of receipt.
• Be accompanied by an order number or proof of purchase.

DAJO MARKET reserves the right to refuse a voluntary return where these conditions are not met.

Items that are defective or that do not match the order will be handled in accordance with applicable statutory rights.

3. Return request procedure

To request a return, the customer must go to the “Contact us” page available on www.dajomarket.com.

The request must include:

• The order number.
• The name of the product concerned.
• The reason for the return.

Our customer service team will review the request and provide the necessary instructions, including the applicable return address.

No item should be shipped before the return instructions have been received.

Items sent to an unauthorized address may cause delays or processing difficulties.

Once authorized, the customer normally has 14 calendar days to ship the return, unless different instructions or applicable legal provisions apply.

4. Return costs

Shipping costs for returning an item because of a change of mind, or an error in size, color or model, are the customer’s responsibility.

Original delivery charges are not refundable for voluntary returns, unless the law provides otherwise.

In the case of a product that is defective, damaged on receipt or not as ordered, DAJO MARKET will review the situation and propose an appropriate solution, in accordance with applicable legal provisions.

The return arrangements, including the destination address and shipping instructions, will be communicated after review of the request through our “Contact us” page.

No restocking fees are charged on eligible returns.

These conditions do not limit consumers’ statutory rights.

5. Items excluded from change-of-mind returns

For reasons of hygiene, safety or personalization, certain products cannot be returned for a simple change of mind, where applicable law permits.

These items include, in particular:

• Opened or used pet hygiene products.
• Accessories showing signs of use by an animal.
• Products that have been washed, damaged or modified after receipt.
• Personalized or made-to-order items.
• Items clearly identified as “final sale” before purchase.

These exclusions do not apply where a return or refund is required by law.

6. Defective, damaged or incorrect products

We encourage our customers to check their order as soon as it is received.

If an item is defective, damaged or different from the one ordered, the customer must contact us as soon as possible through our “Contact us” page.

To facilitate processing, we may ask for photographs of the product, its packaging or its shipping label.

After assessing the situation, DAJO MARKET may offer, depending on the circumstances and applicable rights:

• A replacement of the product.
• Shipment of the missing item.
• A partial refund accepted by the customer.
• A full refund.

In some situations, a solution may be offered without requiring the physical return of the product.

Every request will be reviewed fairly and in accordance with applicable laws.

7. Refunds

Refunds relating to voluntary returns are subject to receipt and verification of the returned product, where its return is necessary.

DAJO MARKET reserves the right to refuse a refund for a change of mind if the return conditions are not met.

If approved, the refund will be made to the original payment method used for the order, unless otherwise agreed or required by law.

Processing of approved refunds generally takes 5 to 10 business days. The time for funds to appear may vary depending on the financial institution.

Refunds required by law will be made within the legally applicable time limits.

8. Order cancellation

Orders are processed quickly so that they can be prepared and shipped.

Any cancellation request must be submitted as soon as possible through our “Contact us” page, ideally within 12 hours of purchase.

Where the order has not yet been processed or shipped, we will try to cancel it.

An order that has already shipped can normally no longer be cancelled under our usual business procedure.

The customer may then request a return after receipt, in accordance with this policy.

This provision does not limit statutory cancellation rights, in particular in the event of non-delivery or a delay giving rise to a right to cancel.

9. Lost parcels and delivery problems

If an order is not received within the announced delivery time, the customer must contact us through the “Contact us” page.

DAJO MARKET will carry out the necessary checks with the delivery services concerned.

In the event of a confirmed loss or non-delivery for which we are responsible, we will propose an appropriate solution, including reshipment or a refund.

If tracking shows that the parcel was delivered but the customer reports non-receipt, a verification will be carried out on the basis of the information available.

Each situation will be assessed individually, with respect for consumers’ rights.

10. Exchanges

Direct exchanges of size, color or model are not systematically offered.

For a change of mind, the customer may request the return of the item, subject to the eligibility conditions, and then place a new order.

Any price differences and delivery charges associated with this new order are the customer’s responsibility, unless the law requires otherwise.

For defective or incorrect items, an appropriate solution will be offered in accordance with applicable laws.

11. Prevention of abuse and fraudulent requests

DAJO MARKET reserves the right to examine carefully any request showing inconsistencies or reasonable signs of fraud.

Additional information may be requested where necessary to verify the order and the nature of the problem reported.

Optional commercial refunds may be refused where evidence establishes fraud, misuse or failure to comply with the return conditions.

This provision does not limit consumers’ statutory rights or their remedies before consumer protection bodies or payment providers.

12. Liability and use of products

Customers must use the products in accordance with their intended purpose, the instructions provided and the applicable safety precautions.

Damage resulting from misuse, unauthorized modification or negligence after receipt does not normally give rise to a return or a commercial refund.

Items intended for animals must be used under appropriate supervision where their nature requires it.

Nothing in this section excludes any liability of DAJO MARKET that cannot lawfully be limited.

13. Consumer protection

DAJO MARKET sells its products to customers located in Canada and the United States.

This policy applies subject to the consumer protection laws in force in the territories concerned.

If a provision of this policy conflicts with a mandatory legal rule, the latter prevails.

Nothing in this policy is intended to remove or restrict consumers’ statutory rights.

14. Customer service

For any question about an order, return, exchange, cancellation or refund, please go to our “Contact us” page at www.dajomarket.com.

Our customer service team will review each request and provide the information needed to process it.

DAJO MARKET – Accessories for the happiness of your dogs and cats.