new returns/exchanges

Would you like to return or exchange a product? Here you will find all the information you need for a smooth return/exchange.

Which goods are refundable?

Delivered goods (physical) that have only been used for the purpose of testing - comparable to trying on in a store - AND that show no signs of abrasion.

Online products (digital) such as online courses and coaching are non-refundable and excluded from the right of withdrawal.

How long can an exchange/cancellation take place?

You can cancel or exchange your goods within the first 14 days after receiving them. Registration of a cancellation/exchange after 14 days of delivery is not possible. In this case, you will receive a rejection of your return request by email.

You can register your return/exchange here :

To your customer account

How much time do I have to return the goods?

The goods must reach us within 14 days of registering your return via your customer account . Your goods will be checked after they are returned. If the returned goods are free of defects, you will be refunded within 2 to a maximum of 10 working days. You will be informed of this by email.

Exchange or cancel goods: Register return

  1. Log in to your customer account . This contains an overview of your orders. All you need is your email address (the one you used to make the purchase). Once you have entered your email address, you will receive a 6-digit code sent to this address that you can use to log in.
  2. In your customer account, click on "Request return" and then select which products you would like to return. If you do not want to select a return reason, click on "Other" and leave the field blank. You can also enter "Exchange for..." there if you would like to exchange an item. This will inform us that you would like an exchange.

To your customer account

After you have requested the query, you will receive an email with the constructions, which you can also find below . All further steps are explained there.

Exchange or cancel goods: Return goods

  1. Pack the items you wish to return.
  2. Cover or remove old shipping labels.
  3. Place the products you wish to return in the package.
  4. Post the package. You can purchase a return slip in our returns portal ( EU and German customers only ) . If you would like to exchange an item, enter your exchange request in the returns portal. If you do not create your return label via the portal, enter your exchange request on the cancellation form and enclose it in the package ( cancellation form as PDF ).
  5. Please send the package back to us no later than 14 days after you have received it in order to comply with the cancellation period.
  6. As soon as we receive the package, we will check the goods. If the goods are free from defects, we will refund you the amount. You will be informed of the refund and the return status by email (2-10 days after receipt). If you exchange an item, you will then receive a separate email about the exchange process.

To the returns portal

Notes:

  1. Please note that the delivered goods may only be used for the purpose of inspection - comparable to trying on in a store. If the goods deteriorate due to further use, we reserve the right to refuse a refund.
  2. The return costs are to be borne by the buyer.
  3. In the event of a partial return, any discounts that resulted from the original order and which became invalid due to a reduction in the invoice amount or partial return will be deducted.
  4. Detailed version: Cancellation conditions

      Cancellation form

      Copy the text into an email, fill in the lines and send us the email to widerruf@der-hundegefaehrte.de. This step is NOT necessary if you register the cancellation/exchange via your customer account. Include the printed form in your package if you want to exchange an item and have NOT sent us your exchange request via the returns portal.

      Cancellation form


      Nina Bednarz, The Dog Companion, Hochstr. 32, 40670 Meerbusch


      I/we hereby revoke the contract concluded by me/us for the purchase of the following goods:

      ______________________________________________________________________________

      If you would like to exchange an item , please enter your product selection here:

      ______________________________________________________________________________

      Order number: DHGF-______________________________________________________________________________________

      Ordered on/received on: ______________________________________________________________________________

      Name and address of the consumer:
      __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

      I am aware that goods can only be refunded (or exchanged) if they are unused and can be returned to the inventory. I confirm that I have read and understood the cancellation policy in full.

      Signature of the consumer

      Date _______________