Returns/Exchanges

Do you want to return or exchange a product? Here you will find all the information you need for a smooth return/exchange process.

Which goods are eligible for a refund?

Delivered physical goods that have only been used for inspection purposes – comparable to trying on a product in a store – are non-refundable. Online courses are also non-refundable (click here for our full terms and conditions ).

Products that have been specially manufactured for you (engraving and lettering products) are naturally not refundable.

Is there a charge for the return?

Customers in Germany can return items free of charge via DPD. Return shipping costs from abroad are the responsibility of the buyer. Customers residing in Germany can request a free DPD return label by emailing shop@der-hundegefaehrte.de .

Please note: Partner products that were sent to you directly by our partners must also be returned to them. Upon request, you will receive a free return label (DPD) after registering your return (see below) (valid only for returns within Germany).

How long does it take to exchange/return an item?

You can cancel or exchange your order within the first 14 days of receiving it. Cancellations/exchanges are not possible after 14 days from delivery. In this case, you will receive an email confirming the rejection of your return request.

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 inspected upon return. If the returned goods are not defective, you will be refunded within 2 to a maximum of 10 business days. You will be notified of this by email.

To exchange or return an item: Register your return

  1. Log in to your customer account . This contains an overview of your orders. All you need is the email address you used to make the purchase. Once you've entered your email address, you'll receive a 6-digit code to which you can use to log in.
  2. In your customer account , click on "Request return" and then select which products you wish to return. If you don't want to select a reason for the return, click on "Other" and leave the field blank. You can also enter "Exchange for..." if you want to exchange a single item. This will inform us that you wish to make an exchange.

To your customer account

After you submit your inquiry, you will receive an email with the construction details, which you can also find below . All further steps are explained there.

Exchanging or returning goods: Sending goods back

  1. As a customer from Germany, you can return the goods to us free of charge via DPD. Please send us an email to shop@der-hundegefaehrte.de. We will send you the return label by email.
  2. Pack the items you wish to return.
  3. Cover or remove old shipping labels.
  4. Place the products you wish to return in the package.
  5. Affix postage to the package. Returns within Germany are free of charge via DPD (see point 1).
  6. If you wish to exchange an item, please enclose the cancellation form with the package and enter your desired product, or write your exchange request in the return registration (see above).
  7. To meet the cancellation deadline, please return the package to us no later than 14 days after you received it.
  8. As soon as the package arrives, we will inspect the goods. If the goods are without defects, we will refund you. You will be informed about the refund and return status via email (2-10 days after receipt). In the case of an exchange, you will receive a separate email regarding the exchange process.

Notes:

  1. Please note that the delivered goods may only be used for inspection purposes – similar to trying on clothes in a store. If the goods deteriorate due to further use, we reserve the right to refuse a refund.
  2. Use our DPD return label and the return within Germany will be free of charge for you.
  3. In the case of partial returns, any discounts that resulted from the original order and have become invalid due to a reduction in the invoice amount or partial return will be deducted.

      Cancellation form

      Copy the text into an email, fill in the lines, and send the email to shop@der-hundegefaehrte.de. This step is NOT necessary if you register the cancellation/exchange via your customer account. Attach the printed form.

      Please note: Partner products that were sent to you directly by our partners must also be returned to them. Upon request, you will receive a free return label (DPD) after registering your return (see below) (valid only for returns within Germany).

      Cancellation form


      Nina Bednarz, The Dog Companion, Ivangsweg 1, 40670 Meerbusch


      I/We hereby revoke the contract I/we concluded 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 understand that refunds (or exchanges) are only possible if the goods are unused and can be returned to stock. I confirm that I have read and understood the cancellation policy in full.

      Signature of the consumer

      Date _______________