Refund & Returns Policy

This Refund & Returns Policy explains how D + E Einrichtung GmbH handles returns, exchanges, cancellations, refunds, damaged products, and customer support requests for pet products purchased through our website.

By placing an order with us, you agree to the terms described in this policy. We encourage customers to review product details, sizes, colors, materials, and shipping information carefully before completing a purchase.

Return Window

Customers may request a return within 30 days after receiving the order. To be eligible for a return, the item must be unused, clean, in its original condition, and returned with its original packaging, tags, manuals, accessories, or any included parts when applicable.

Returned pet products must not show signs of use, pet hair, odor, stains, washing, damage, chewing, scratching, or alteration. For health and hygiene reasons, items that have been used by pets may not be accepted for return unless they arrived defective or damaged.

How to Request a Return

To request a return, please contact us at [email protected] with your order number, the email address used at checkout, the item you wish to return, and the reason for the return. Our support team will review your request and provide return instructions if the item is eligible.

Please do not send items back without contacting us first. Returns sent without approval may be delayed, refused, or returned to the sender if we cannot identify the order or confirm eligibility.

Return Shipping Costs

Unless the return is caused by our error, a defective item, or an item damaged during shipping, customers are responsible for return shipping costs. Original shipping fees are generally non-refundable unless required by law or unless the issue was caused by our mistake.

Refund Processing

Once we receive and inspect the returned item, we will notify you whether the refund has been approved or declined. If approved, the refund will normally be issued to the original payment method within 7 business days after the return is approved.

After we issue a refund, your bank, card issuer, PayPal, Apple Pay, Google Pay, or other payment provider may need additional time to post the refund to your account. Processing times may vary depending on the payment provider.

Exchanges

We may offer exchanges for eligible items if you need a different size, color, style, or replacement product. Exchange availability depends on product stock, item condition, and the timing of your request.

If the requested exchange item is unavailable, we may offer a refund, store credit, or another suitable solution. Customers may be responsible for return shipping or reshipping fees unless the exchange is due to our error or a defective product.

Order Cancellations

Customers may request to cancel an order before it has been processed or shipped. Please contact us at [email protected] as soon as possible with your order number if you need to cancel.

Once an order has been processed, packed, shipped, or handed over to a carrier, we may not be able to cancel it. In that case, you may request a return after receiving the package, subject to the return conditions in this policy.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within a reasonable time after delivery. Include your order number, a description of the issue, and clear photos of the product, packaging, shipping label, and any visible damage.

After reviewing the information, we may offer a replacement, exchange, refund, partial refund, or another appropriate solution depending on the situation, product availability, and the condition of the item.

Non-Returnable Items

Certain items may not be eligible for return, including used pet products, washed items, personalized or custom products, clearance items marked as final sale, gift cards, items damaged by pets after delivery, and products returned without original packaging or required accessories.

Refused or Undeliverable Packages

If a package is refused, unclaimed, returned because of an incorrect address, or undeliverable due to customer-provided information, any refund may be reduced by shipping costs, return shipping fees, handling costs, or other carrier charges where applicable.

Contact Us

If you have questions about returns, refunds, exchanges, cancellations, damaged items, or order issues, please contact us at [email protected]. Please include your order number so our support team can review your request more quickly.