Return & Refund Policy

Custom-Made Product

An ARDELVIO brace is made for an individual dog using submitted measurements, photographs, affected-leg information and the selected weight range. It is not an ordinary stock product that can necessarily be resold.

Cancellation Before Production

Before custom production begins, you may email care@ardelvio.com with your order number to request cancellation. We will confirm whether custom production has begun and the available outcome. Payment confirmation alone does not mean production has begun.

When Custom Production Begins

For cancellation and change requests, custom production is considered to have begun when any one of the following has occurred:

• the customer’s measurements have been reviewed and confirmed;
• custom modeling or design has started;
• physical production has started; or
• materials specifically allocated or purchased for that custom order have been prepared.

Cancellation After Production Begins

After custom production begins, a change-of-mind cancellation or refund is generally not available because the brace is individually made for the customer’s dog. This does not exclude or limit claims for goods that are faulty, damaged, incorrectly supplied, materially misdescribed or otherwise protected by applicable consumer law.

Change-of-Mind Returns

Personalised or custom-made goods may be excluded from ordinary cooling-off or change-of-mind rights where applicable law permits, including in some EU and UK circumstances. This exception does not remove rights relating to goods that are faulty, damaged, misdescribed, incorrectly supplied or otherwise protected by mandatory law.

Fit Concerns: Review First

If you have a fit concern, stop using the brace if continued use could cause rubbing, irritation or discomfort, and contact us with the order number, a description of the issue and clear fit photographs. We will first review the submitted information and may provide fitting or adjustment guidance or request additional information.

Customer Measurement Errors

Customers are responsible for following the Measurement Guide and providing accurate information. If a fit issue results from inaccurate, incomplete or changed measurements, available adjustment, remake or other options will depend on the circumstances and will be explained before any further work is agreed. This does not affect rights that cannot legally be excluded.

ARDELVIO Manufacturing Errors

If our review indicates that the product was not made in accordance with the measurements and order information we confirmed, we will provide an appropriate remedy consistent with applicable law. The remedy may involve correction, adjustment, replacement or refund depending on the circumstances.

Damaged, Defective or Incorrect Goods

Contact us promptly if the product arrives damaged, appears defective, is misdescribed or is not the item ordered. Keep the product and packaging until instructions are provided. We may request photographs or other reasonable information to assess the issue.

Refund Method

When a refund is approved, it will normally be issued to the original payment method unless another method is required by law or agreed with the customer. Processing and posting times may depend on the payment provider. We do not promise a specific bank-processing time.

How to Request a Review

Email care@ardelvio.com or use the Support page. Include the order number and a clear description of the request. Do not return an item until ARDELVIO has provided return instructions.

For information about the post-purchase measurement process, see the Custom Order Policy.

Applicable Consumer Rights