Return & Refund Policy

​

This policy applies alongside, and does not limit, your statutory right of withdrawal as a consumer under German and EU law (see our Cancellation Policy for full details).

​

Return Eligibility You may return most items within 14 days of receipt, provided that:

​

• The item is unused and in its original condition

• The item is in its original packaging, with all parts, accessories, and manuals included

• You provide proof of purchase (order confirmation or invoice)

• ​

For hygiene reasons, certain items — such as opened textiles used in direct contact with skin (e.g. bedding, towels) — cannot be returned once unpackaged, unless they are defective or were delivered incorrectly, as permitted by law.

​

How to Start a Return Email us at info@dolphinaxis.com with your order number and the reason for return. We'll send you instructions on how and where to send the item back.

​

Refunds Once we receive and inspect the returned item, we'll let you know whether your refund is approved.

​

Approved refunds are issued to your original payment method within 14 days of approval.

​

Return Shipping Costs Unless the return is due to a defect, an incorrect item, or an error on our part, the customer covers return shipping costs.

​

Damaged or Incorrect Items If you receive a defective, damaged, or incorrect item, contact us within 14 days of receipt with photos of the item and packaging. We'll arrange a replacement, repair, or full refund — including shipping costs — at no extra charge to you.

​

Non-Returnable Items The following cannot be returned, except where defective:

• Unsealed or used textiles with direct skin contact (bedding, towels, and similar)

• Made-to-order or custom-cut items

• Gift cards