Would you like to return or exchange a product? Here you will find all the information you need for a smooth return/exchange.
An extended right of withdrawal of 40 days applies in December 2023.
Which goods are eligible for refund?
Delivered goods that have only been used for the purpose of testing - comparable to trying them on in a store.
Is there a charge for returning?
Customers from Germany can return free of charge via DPD. Returns from abroad are to be borne by the buyer. Customers living in Germany can request a return label by sending an email to firstname.lastname@example.org .
How long can an exchange/revocation take place?
You can cancel or exchange your goods within the first 14 days of receiving your goods (26 days for orders in December 2023) . It is not possible to register a cancellation/exchange after 14 days of delivery. 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 send the goods back?
The goods must arrive with us 14 days after you have registered your return via your customer account . Your goods will be checked after they are returned. If the returned goods have no defects, they will be refunded within 2 to a maximum of 10 working days. You will be informed about this by email.
Exchange or cancel goods: Register return
- Log in to your customer account . This contains an overview of your orders. All you need is your email address (which you used to make the purchase). If you have entered your email address, you will receive a 6-digit code to this address with which you can log in.
- In your customer account , click on “Request a return” and then select which products you would like to return. If you do not want to select a reason for return, click on “Other” and leave the field blank. You can also enter "Exchange in ...." there if you would like to exchange an item. This will already inform us that you would like an exchange.
After you have inquired, you will receive an email with the designs, which you can also find below . All further steps are explained there.
To exchange or cancel goods: return goods
- As a customer from Germany, you can send the goods back to us free of charge via DPD. Please send us an email to email@example.com. We will send you the return label by email.
- Pack the items you want to return.
- Cover or remove old shipping labels.
- Place the products you want to return in the package.
- Frank the package. Returns within Germany are free via DPD (see point 1).
- If you would like an exchange, please enclose the cancellation form in the package and enter your desired product or write the exchange request when registering for the return (see above).
- Post the package so that it returns to us no later than 14 days after you received it in order to meet the cancellation period.
- As soon as we receive the package, we will check the goods. If the goods have no defects, we will refund you the amount. You will be notified of the refund and return status via email (2-10 days after receipt). If you exchange your item, you will then receive a separate email to process the exchange.
- Please note that the goods delivered may only be used for the purpose of testing - comparable to trying them on in a store. If the goods deteriorate due to continued use, we reserve the right to refuse a refund.
- If you use our DPD return label, the return within Germany is free of charge for you.
- In the event of a partial return, any discounts that resulted from the original order and became invalid due to a reduction in the invoice amount or a partial return will be deducted.
- Detailed version: Cancellation conditions
Cancellation formCopy the text into an email, fill in the lines and send us the email to firstname.lastname@example.org. This step is NOT necessary if you register the cancellation/exchange via your customer account. Enclose the printed form in your package if you want to exchange an item and have NOT communicated your exchange request to us via your customer account.
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 an exchange , please enter your product selection here:
Order number: DHGF-______________________________________________________________________________
Ordered on/received on: ______________________________________________________________________________
Name and address of the consumer:
I am aware that the refund (or exchange) of goods can only be made if they are unused and can be returned to inventory. I confirm that I have read and understood the cancellation declaration completely.
Signature of the consumer