Returns & Exchanges
The best pet accessory for your pooch is the one that inspires you and makes your pooch feel most safe and comfortable (regardless of cost or functionality!). We always aim to provide you with the best possible quality and service, however it can happen that the item you received looks different than you expected.
CAN I RETURN A PRODUCT?
In case an item doesn’t meet your expectations, you may return it at your own expense within 14 days starting from the day you received your order. If you live in the European Union and the complete order is returned, you have right for the refund of the delivery charges as well.
If you want to return an item please follow the instructions below (HOW DO I RETURN A PRODUCT). The item must be returned within 14 days counted from the day you informed us about the return.
In case you received a complimentary gift next to your order and you decide to return your order or part of it, the complimentary gift must be returned as well. In case you fail to return the complimentary gift, the Recommended Retail Price value will be deducted from your order value.
After we received the returned item a refund will be arranged within 14 days (counted from the day we received the returned item).
RECEIVED A FAULTY ITEM?
We're sorry to hear that, please CONTACT US for more details of the issue within 14 days of receiving your order.
HOW DO I RETURN A PRODUCT?
The returned products must be in their original condition, have not been damaged, washed, altered or worn and include the original packaging and any related accessories or instruction books.
Toys, treats and chew toys must for hygienic reasons be returned unused and in their unopened, original packing with the label and price tag attached. If not, they cannot be returned. Gift-wrapping cannot be returned.
If a returned product doesn’t meet the above-mentioned standards, we may refuse the returned product.
Please note that you can return a product within 14 days from the day you receive your order at your own cost.
Please follow the steps below for returning your parcel to us:
- Re-pack the tagged and labeled item in a secure package
- Download and fill in the Return Form
- Send us the filled in Return Form by e-mail
- In return, we will send you a packing slip with all relevant information (please note that this is not a pre-paid return)
- Add the Packing Slip, Return Form an copy of the Invoice to the package.
- We would like to emphasize that it is your own responsibility to send the package to the address mentioned on the Return Form. We advise you to retain a “Proof of Postage” until your refund has been processed.
- Alternatively, all goods can be returned to the following address:
Attn.: Returns & exchanges
George Gerswinlaan 385
1015 LW Amsterdam
I HAVE A COMPLAINT ABOUT MY PURCHASE. WHAT DO I DO?
Are you dissatisfied with the quality of your purchase, or do you have any other complaints or questions? Please let us know by emailing us to firstname.lastname@example.org. You can also contact us by phone from Monday – Friday 9.00 am – 6 pm (GMT +1) on +31 (0)20 337 5332 or via chat. We speak English and Dutch.
HOW LONG WILL IT TAKE BEFORE I RECEIVE MY MONEY BACK?
We try to process your refund as quickly as possible, but please note that it may take up to 14 days to process a refund for a return (counted from the day we received the returned item). The refund will be given by the same method you used to make the purchase. The processing time varies between card issuers and unfortunately, we're unable to influence this.
WILL THE SHIPPING COSTS BE REFUNDED WHEN I RETURN MY ORDER?
At this moment we don't refund shipping costs upon returning an order.
EXCHANGESCAN I EXCHANGE A PRODUCT?
Sometimes it happens that the size you ordered doesn’t fit for your pet, so you would like to receive a different size. However, we don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.