terms-and-conditions

100% MADE IN ITALY

DRIFTDOG di Francesco Messina

Via Roma, 82/A - San Giovanni La Punta (CT)
P. Iva: 05685970872

info@driftdog.it - +39 393 0406512

MON-FRI | 08:00 - 16:00

(we receive you on site by appointment)

TERMS AND CONDITIONS

If you have any questions or concerns regarding products or services, you may contact DRIFTDOG at +39 3930406512 or email info@driftdog.it . The customer is responsible for consulting the information posted on www.driftdog.it regarding warranty, returns, shipping, refunds, privacy policy, terms and conditions.

- CUSTOM WHEELCHAIRS -

PRICES
All prices of DRIFTDOG products and services are listed in the "Shop Online" section of the website: https://driftdog.it/shop-online or in the WhatsApp catalog: https://wa.me/c/393930406512 . Prices are finished (no VAT should be added); any shipping costs are excluded and will be added when ordering. Customized devices are budgeted upon request.

ORDER METHOD
To order a DRIFTDOG wheelchair, you must fill out in its entirety the form available on the "Wheelchairs" page of the website: https://www.driftdog.it/carrellini . The form, accompanied by photos and video, should be sent by e-mail to info@driftdog.it or through the online shop. By appointment, measurements can be taken at the office at Via Roma 82/A, San Giovanni La Punta (CT). The order is considered confirmed upon payment of a deposit or the full balance, indicating the number of the quote, information e-mail or product reference in the online shop. The full balance must be paid before delivery of the device.

PRODUCTION TIMES
Production times are quoted and vary from case to case. They are usually 7 working days for standard cases and up to 10 working days for special situations. Timelines may vary depending on production capacity and material availability.

WARRANTY
DRIFTDOG provides a lifetime warranty on the aluminum structure of its wheelchairs, including mechanical joints, lock rings, wheel axles. The warranty covers any defects if the product has been used according to instructions. Components subject to wear and tear such as harnesses, textiles, harnesses, pads, ropes, buckles, Velcro, loops, socks, bearings, wheels and forks are not covered. Warranty voids in case of misuse or obvious tampering. For assistance or reports, write to info@driftdog.it . Any alterations, repairs or remakes not covered under warranty - for example, due to mismeasurement of the animal - will be the responsibility of the customer. DRIFTDOG is not liable for damage resulting from misuse of the device or failure to maintain wear parts.

ORDER CANCELLATION
Once an order has been confirmed, it cannot be cancelled or refunded, even in the event of unforeseen events (e.g., worsening health condition or death of the animal), as DRIFTDOG will have already incurred costs in terms of time, materials, and design.

RETURNS POLICY
DRIFTDOG wheelchairs, being customized devices, cannot be returned or refunded, as they are not reusable. However, DRIFTDOG guarantees the proper fit of each device: if, after evaluation, the product is found to be unsuitable, modifications or repairs will be made at no additional cost. Each animal fits the aid with varying timelines and results.

SUBSTITUTIONS
No substitutions can be requested, as the wheelchairs are custom-made.

RETURNS OF SPARE PARTS AND STANDARD ACCESSORIES
Non-customized products, such as spare parts or standard accessories, may be returned for a full refund (excluding shipping charges), provided they are returned in the same condition in which they were received. After inspection, the customer will receive an email confirming and approving the refund. The refund will be credited to the original payment method within a few business days.

LATE OR UNRECEIVED REFUNDS
Refunds may take 5 to 7 business days to become visible. In case of delays, the customer should contact their banking institution. If the refund has still not been received after such verifications, you may contact DRIFTDOG at info@driftdog.it .

SHIPMENTS
Shipping costs are the responsibility of the customer and will be indicated in the quote or online order. The contracted courier is DHL, but DRIFTDOG can also use SDA (Poste Italiane) and FEDEX. For international shipments, the customer is responsible for any taxes, duties or customs fees. For remote locations (as defined by the carrier), an additional charge may apply.

SHIPPING FOR REPAIRS/MODIFICATIONS UNDER WARRANTY
Shipping costs to DRIFTDOG are the responsibility of the customer. Return of the repaired product will be the responsibility of DRIFTDOG. We recommend the use of traceable and/or insured shipping services.

SHIPPING ADDRESS
DRIFTDOG di Francesco Messina
Via Roma 82/A - 95037 San Giovanni La Punta (CT)

DAMAGED PRODUCT ON DELIVERY
It is recommended that the package be checked upon delivery. In case of damaged or tampered packaging, accept with reservation specifying the reason. In case of damage to the contents, contact DRIFTDOG promptly to enable prompt evaluation and handling of the problem.

- CUSTOM PROSTHESES AND ORTHOSES -

PRICES
Prices for custom prosthetics and orthotics are quoted and vary according to the case. They are to be considered finished prices (no VAT should be added); any shipping costs are excluded.

ORDER METHODS
Prosthetics and orthotics must be prescribed by a veterinary doctor, who will fill out the DRIFTDOG form in its entirety. The form, with photos and video, should be emailed to info@driftdog.it . Upon receipt of the material, DRIFTDOG will process the quote. Once accepted, the cast or 3D scan of the animal's anatomical part will be made, to be done at DRIFTDOG headquarters or through authorized partners. Payment of a deposit will confirm the order. The balance must be completed before delivery of the device.

PRODUCTION TIME
Production time is stated in the quotation. Generally, they are 15 working days for orthoses and 40 working days for prostheses, from receipt of the cast/scan, payment and order form. Timelines may vary depending on production capacity and material availability.

WARRANTY
DRIFTDOG guarantees the fit and functionality of prosthetics and orthotics, ensuring up to three changes within two months of delivery for labor and materials. Thereafter, any intervention will be the responsibility of the customer, even if professionally prescribed. Modifications due to changes in weight or physical structure of the animal will always be the responsibility of the client. DRIFTDOG may request photographic and video material for device evaluation; no devices may be shipped without prior consent. The warranty covers any defects for six months from the date of purchase if the device is used in accordance with the instructions. Components subject to wear and tear and damage from misuse or tampering are excluded from the warranty. Beyond six months, any repairs will be the responsibility of the customer.

ORDER CANCELLATION
Once confirmed, the order cannot be cancelled or refunded, even in the event of unforeseen events (e.g., deterioration of health, amputation, or death of the animal), as DRIFTDOG will have already incurred costs for the design and manufacture of the device.

RETURNS POLICY
Customized prosthetics and orthotics are non-refundable, as they are not reusable. However, DRIFTDOG guarantees the fit of the device: if, after evaluation, the product is found to be unsuitable, modifications will be made as per the warranty.

SUBSTITUTIONS
No substitutions can be requested, as products are custom-made.

RETURNS OF SPARE PARTS AND STANDARD ACCESSORIES
Non-customized products, such as spare parts or standard accessories, may be returned for a full refund (excluding shipping costs), provided they are returned in the same condition in which they were received. After inspection, the customer will receive an email confirming and approving the refund. The refund will be credited to the original payment method within a few business days.

LATE OR UNRECEIVED REFUNDS
Refunds may take 5 to 7 business days to become visible. In case of delays, the customer should contact their banking institution. If the refund has still not been received after these verifications, you can contact DRIFTDOG at info@driftdog.it .

SHIPMENTS
Shipping costs are the responsibility of the customer and will be indicated in the quote or online order. The contracted courier is DHL, but DRIFTDOG can also use SDA (Poste Italiane) and FEDEX. For international shipments, the customer is responsible for any taxes, duties or customs fees. For remote locations (as defined by the carrier), an additional charge may apply.

SHIPMENTS FOR REPAIRS/MODIFICATIONS UNDER WARRANTY
Shipping costs to DRIFTDOG are the responsibility of the customer. The return of the repaired product will be the responsibility of DRIFTDOG. We recommend the use of traceable and/or insured shipping services.

SHIPPING ADDRESS
DRIFTDOG di Francesco Messina
Via Roma 82/A - 95037 San Giovanni La Punta (CT)

DAMAGED PRODUCT ON DELIVERY
It is recommended that the package be checked upon delivery. In case of damaged or tampered packaging, accept with reservation specifying the reason. In case of damage to the contents, contact DRIFTDOG promptly to enable prompt evaluation and handling of the problem.

- OTHER PRODUCTS IN STOCK -

PRICES
All prices of DRIFTDOG products and services can be found in the "Online Shop" section of the website: https://driftdog.it/shop-online or in the WhatsApp catalog: https://wa.me/c/393930406512 . Prices are finished (no VAT should be added); any shipping costs are excluded and will be added when ordering. Customized devices are budgeted upon request.

ORDER METHODS
DRIFTDOG products can be ordered in the "Online Shop" section: https://driftdog.it/shop-online , by e-mail at info@driftdog.it or on WhatsApp at +39 3930406512; for custom orders it is necessary to fill out and send in all its parts the form for the requested product. Before delivery of the device the entire balance of the product must be made.

WARRANTY
DRIFTDOG guarantees the quality of its handcrafted items made in small series in accordance with current legislation (Legislative Decree 206/2005 - Consumer Code). Each product is covered by a 24-month legal warranty for conformity defects, valid from the date of delivery and applicable only to the original purchaser. The warranty covers defects not resulting from normal wear and tear, misuse, neglect, shock, alteration or unauthorized modification. Components subject to natural wear and tear such as padding, fasteners, fabrics and small parts are not covered. For any reports or service requests, you may contact our customer service department at info@driftdog.it . Any work on products damaged due to causes not covered by the warranty may be done upon prior estimate and will be charged to the customer.

RETURNS POLICY
The return of a product is possible only if it is intact, unused, complete with all its original components and returned in its original packaging. Pursuant to Legislative Decree 206/2005, the customer has the right to withdraw from the purchase within 14 days of delivery of the product by sending written notice by email to info@driftdog.it . The right of withdrawal does not apply to personalized or custom-made products, as provided for in Article 59 of the Consumer Code. Return costs are the responsibility of the customer, unless an error is attributable to DRIFTDOG. Once we receive and verify the returned product, we will issue a refund within 14 days via the same payment method used for the purchase. Returns of products that are damaged, used or without original packaging will not be accepted.

REPLACEMENTS
Replacements are possible only for new, never used, undamaged products returned in the original packaging complete with all components. The request for replacement must be made within 14 days from the date of delivery by writing to info@driftdog.it and specifying the reason for the request. Customized or custom-made items cannot be replaced, in accordance with Article 59 of the Consumer Code. Shipping costs for return and reshipment are the responsibility of the customer, unless error or defect is attributable to DRIFTDOG. Products returned for replacement will be thoroughly checked before a new item is sent. If the product is used, damaged or incomplete, the replacement cannot be accepted.

LATE OR UNRECEIVED REFUNDS
Refunds may take 5 to 7 business days to become visible. In case of delays, the customer should contact their banking institution. If the refund has still not been received after these verifications, you may contact DRIFTDOG at info@driftdog.it .

SHIPMENTS
Shipping costs are the responsibility of the customer and will be indicated in the quote or online order. The contracted courier is DHL, but DRIFTDOG can also use SDA (Poste Italiane Office) and FEDEX. For international shipments, the customer is responsible for any taxes, duties or customs fees. For remote locations (as defined by the carrier), an additional charge may apply.

SHIPPING FOR RETURNS AND REPLACEMENTS
Shipping charges for returns and replacements are the responsibility of the customer and will not be refunded.
Items returned to us without first requesting a return will not be accepted.
We recommend that you use a traceable shipping service or purchase shipping insurance to ensure the safe arrival of your package.

SHIPPING ADDRESS
DRIFTDOG di Francesco Messina
Via Roma 82/A - 95037 San Giovanni La Punta (CT)

DAMAGED PRODUCT ON DELIVERY
It is recommended that you check the package upon delivery. In case of damaged or tampered packaging, accept with reserve specifying the reason. In case of damage to contents, contact DRIFTDOG promptly to enable prompt evaluation and handling of the problem. Please do not hesitate to contact us.