Senvo Shop grip socks

Refund policy

Refund policy — 30-day returns on unused socks

Last updated: 31 October 2026

1. 30-day returns

  1. If you change your mind, you can request a return within 30 days of delivery and get the price of the returned goods back.
  2. Condition: socks are worn on a dog's paws, so for hygiene reasons we can only take back unused, unwashed socks, free of hair, dirt, saliva and odours, complete (all 4 socks of a set) and in the original packaging. You may try one sock on a clean, dry paw indoors for a few minutes to check the size. Socks that have been worn, chewed or washed cannot be returned unless they are faulty (point 3).
  3. To start a return, e-mail hello@senvo.online or use our contact form with your order number first. We reply with the return address. Parcels sent without a confirmed return request, or sent cash-on-delivery, are not accepted.
  4. Return shipping is at your own cost; please use a tracked service — we are not responsible for returns lost or damaged on the way to us.
  5. We refund within 14 days of receiving and checking the returned goods, using the original payment method. Shipping costs, and the “Shipping protection” fee once the parcel has been shipped, are not refunded.
  6. Returned socks that turn out to be used, washed, chewed, dirty, smelling, damaged or incomplete are not refunded; we send them back to you at your cost or, if you do not take them back within 30 days, dispose of them.
  7. Bundles: when you return part of a 2- or 3-set order, the refund is based on the price you actually paid; the bundle discount on the sets you keep is recalculated (the kept sets are charged at the price of the matching smaller bundle or of a single set) and deducted. A set of 4 socks is returned only as a whole.
  8. Wrong size or colour: we do not exchange — please measure the paw and check the size guide before ordering. You can return an unused set under this policy and order another size or colour.
  9. We may refuse requests that abuse the return policy (for example repeated returns, or socks used and then returned).

2. Statutory right of withdrawal (EU/EEA consumers)

  1. Consumers in the EU/EEA may withdraw from a distance contract within 14 days of delivery without giving a reason, by a clear statement sent to us (the model form below may be used).
  2. You bear the direct cost of returning the goods. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. You are liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning — socks that have been worn by a dog, washed or chewed have lost their value as new goods for hygiene reasons, and we deduct that loss, up to the full price of the set.

3. Faulty items

  1. If a sock arrives faulty (for example a hole, a broken strap or snap, or a grip pad coming off) or a sock or set is missing, e-mail hello@senvo.online or use our contact form with your order number and photos — please do so within 14 days of delivery so we can check it with our supplier.
  2. We replace the faulty or missing item. If that is not possible, we refund the price of that set. Not defects: a loose thread end, small differences in colour shade between sets and between photos and screens, a wrong size chosen, normal wear of the grip and the knit (dogs walk, scratch and play in them), pilling, damage from chewing, claws or rough outdoor surfaces, and damage from washing or drying against the care instructions (close the straps, cold wash in a laundry bag, air dry, no bleach, no tumble dryer, no ironing), heat or chemicals.
  3. Consumers keep their statutory rights for goods that do not conform to the contract under the law that applies to them.

4. Chargebacks and disputes

  1. Please contact us before opening a payment dispute — almost every problem is solved faster in writing. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.
  2. EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: Senvo, hello@senvo.online
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …