Refund policy
This return and refund policy is applied by Christmas The Bully® in compliance with the applicable legislation in Italy and the European Union.
Right of withdrawal
Under the applicable consumer protection legislation, the consumer customer may have the right to withdraw from the purchase within 14 days from the date of receipt of the product or, in the case of an order consisting of multiple items delivered separately, from the delivery of the last item of the order, without any obligation to provide a reason.
To exercise the right of withdrawal, the customer may use the dedicated electronic function available on the store, where applicable, or contact Christmas The Bully® at the following email address:
The request must include the order number and the information necessary to identify the purchase.
Return conditions
For standard non-personalized products, the return may be accepted only if the product is returned in the same condition in which it was received, complete with any original packaging, accessories, labels and components.
The product must not have been used by the dog or by other animals and must be clean, intact, undamaged and free from hair, odours, scratches, bite marks, stains, signs of wear or deformation.
Where the return is accepted, the customer must return the product without undue delay and in any case within 14 days from the withdrawal communication, following the instructions received from Christmas The Bully®.
The product must be carefully packaged in order to avoid damage during transport.
Christmas The Bully® reserves the right to refuse the return or reduce the refund if the product shows signs of use that are not compatible with a simple inspection of its nature, characteristics and functioning.
Personalized, made-to-measure or made-to-order products
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal may be excluded for products made to measure or clearly personalized.
For this reason, the right of withdrawal for a simple change of mind may be excluded or limited for products made according to the customer’s specific request, including made-to-measure collars, leashes, harnesses, dog beds or handcrafted accessories made in specific sizes, colours, combinations, finishes, engravings or customizations requested by the customer.
Each request will nevertheless be assessed individually, taking into account the nature of the product, the level of customization, the progress of production and whether or not the product can be resold to other customers.
Products used by the animal
For hygiene, health and safety reasons, returns for a simple change of mind will not be accepted for products that have already been used by the dog or by other animals.
Returns will not be accepted for products with hair, odours, stains, dirt, scratches, bite marks, cuts, abrasions, deformation, signs of wear, damage caused by pulling, chewing, play, improper washing, tampering or non-compliant use.
This limitation does not affect the customer’s rights in the event of a defective, damaged, non-compliant product or a product different from the one ordered.
Order cancellation
The order cancellation request may be made until the order has not yet been fulfilled or handed over to the courier.
After the order has been fulfilled, cancellation will no longer be possible, but the rules relating to withdrawal or return may apply, where applicable.
Return shipping costs
The shipping costs for returning the product, when the return is accepted for a simple change of mind, are borne by the customer.
Return shipping costs are instead borne by Christmas The Bully® in the event of a defective product, product damaged upon delivery, non-compliant product or product different from the one ordered, after verification of the report.
Refunds
Where the withdrawal is accepted and the request is approved, the refund will be made within 14 days from receipt of the withdrawal communication, without prejudice to the right to withhold the refund until the returned product has been received or until the customer has provided proof of shipment, where applicable.
The refund will be made using the same payment method used by the customer for the purchase, unless otherwise agreed between the parties.
In the event of an accepted withdrawal, the payments received from the customer will be refunded, including any standard delivery costs of the original order, where required by the applicable legislation. Any additional costs resulting from the choice of a delivery method other than the standard delivery method offered by the store will not be refunded.
EU electronic withdrawal function
Starting from 19 June 2026, in accordance with the applicable European legislation, consumers in the European Union may exercise the right of withdrawal, where provided by law, also through the dedicated electronic function available on our online store.
The electronic withdrawal function allows the customer to submit the request directly through the website, providing the information necessary to identify the order and the contract. After submitting the request, the customer will receive confirmation on a durable medium, for example by email.
To start a withdrawal, return or cancellation request, the customer may use the function available at the following link:
https://account.christmasthebully.store
If the customer completed the order using only a phone number, without an email address, they may access the request through the link received in the order confirmation by SMS, where available.
The use of the electronic function does not modify the exclusions and limitations provided for by the applicable legislation, in particular for personalized products, made-to-measure products, made-to-order products or products that cannot be returned for hygiene, health or safety reasons.
Defective, damaged or non-compliant products
If the product is defective, damaged upon delivery, non-compliant with the description or different from the one ordered, the customer is invited to contact Christmas The Bully® within 48 hours of receipt, by writing to:
To allow us to carry out a proper verification, it is necessary to provide the order number, clear photographs of the product received, photographs of the external and internal packaging and a brief description of the problem found.
After verification, Christmas The Bully® may offer, depending on the situation, a free replacement, repair where possible, a full or partial refund, or a voucher of equivalent value.
Legal guarantee of conformity
The legal guarantee of conformity applies to products sold by Christmas The Bully®, within the limits provided for by the applicable legislation, and covers conformity defects already present at the time of delivery.
The guarantee does not apply if the damage results from improper use of the product, incorrect size choice, use not suitable for the strength, weight or behaviour of the animal, bites, scratches, excessive pulling, jerking, normal wear and tear, incorrect washing or maintenance, modifications, tampering or damage caused by external factors not attributable to Christmas The Bully®.
Product safety and use
Christmas The Bully® products are designed for strong dog breeds, but they must always be used correctly and under the responsibility of the owner.
No collar, leash, harness, dog bed or accessory is indestructible or suitable for every dog in every situation. The customer is required to regularly check the condition of the product and to stop using it in case of damage, wear, breakage or deformation.
Christmas The Bully® is not responsible for damage resulting from improper use, incorrect size choice, lack of supervision, unpredictable animal behaviour, chewing, excessive pulling or use of the product in unsuitable conditions.
Shipping issues
Christmas The Bully® is not responsible for delays, lost shipments or delivery problems caused by incorrect or incomplete shipping information provided by the customer.
If a parcel is returned to the sender due to an incorrect or incomplete address, failure to collect the parcel or inability to deliver attributable to the customer, additional shipping costs may be requested for a new shipment.
Customer Service
For any request relating to returns, withdrawals, defects, damaged products, sizes, measurements or problems with the order, the customer may contact our Customer Service:
Christmas The Bully® – Customer Service
Email: info@christmasthebully.store
Our team will carefully assess each report and will do everything possible to offer a fast, correct and satisfactory solution.
This policy does not in any way affect the legal rights of the consumer provided for by Italian and European legislation.