Return Procedure:

Returns must be made within 14 days from the date of receipt of the goods.

In this section of the site you will find all the information you need on how to handle RETURNS.

For logistical reasons, the return is not free of charge.

This implies that the return shipping costs are your responsibility.

For this reason, we advise you to check very carefully the size tables in the description of products that have varying sizes or colours.

Here is how to proceed:

1. Fill in and submit the online return request form: GO TO FORM

2. In case of doubts or different requests send an email to

3. Remember not to use or tamper with the product, keep the labels and original packaging. If they are not present, we will no longer be able to accept the return.

4. Pack the product in the box in which it was delivered or in any other packaging.

5. Ship with any forwarding agent of your choice, you are responsible for the cost of the return.

6. Wait for our communication, as soon as we receive the return we will check it and make arrangements for a refund.


In order to limit product degradation during transport, returns of LYO DOG, PLATINUM NATURAL and GUSTO edible products are not possible.

If the product you purchased seems faulty or non-compliant, please contact us immediately and we will help you solve the problem. We may ask you to send some photographs to help analyse the origin of the problem.

Returns and refund requests for tampered products will not be accepted, as it would be impossible to determine whether the malfunction is due to a factory defect in the product or to misuse.

Products made to customer specifications cannot be returned.

Time and method of reimbursement:

The cost of the product will be refunded once the goods have been returned to our warehouses and their integrity has been verified. It is not possible to refund the cost of shipping. Even in the case of a purchase with free shipping, if the return brings the order below the amount that allows free shipping (€79), the basic shipping cost of €5.99 will be charged.

Whichever method of payment you used, the refund will be made within a maximum of 30 days from the date of receipt of the return.

The method of refund depends on the payment method used. If payment by bank transfer or cash on delivery was chosen, you will be asked to provide your bank details to which the amount will be credited.

Address for shipping returns


Via Colombare Di Castiglione 81/E 

25015 Desenzano del Garda BS

Right of Withdrawal:

Pursuant to Article 64 of Legislative Decree no. 206/2005, the Customer has the right to withdraw from the contract within the term of 14 (fourteen) working days starting from the date of receipt of the Products. In order to exercise the right of withdrawal, the Customer shall communicate in advance by email ( indicating the manifestation of his wish to avail himself of the right of withdrawal pursuant to Article 64 of Legislative Decree no. 206/2005 and the indication of the Products in question, in addition to the progressive order number issued at the time of purchase.

In this case, the goods, unused, in excellent condition, complete with original packaging and tag, shall be returned to Dog Specialist and the costs shall be borne by the Customer. Dog Specialist, after receiving the returned goods, shall reimburse the Customer limited to the value of the articles purchased, within the terms of the law.

For any disputes, the Customer shall inform the Company in writing, no later than 8 (eight) days from receipt of the supply, of any incomplete deliveries or clearly identifiable defects, under penalty of forfeiture of legal and contractual guarantees.