Returns & Complaints

30-day money-back guarantee

We offer a 30-day money-back guarantee . You can return your order within 30 days of receipt for a full refund, provided the items are unused, clean, and in their original packaging . Proof of purchase is required. Return shipping costs are the responsibility of the buyer.

Returns/Returns processing

Please contact us before returning your order so we can provide you with the return address. We typically respond within 24 to 48 hours.

Of course, your statutory right of withdrawal remains unaffected.

Please note that returns can only be sent to the address we provide. Unannounced returns or returns to other addresses may not be processed.

If you have any questions or would like to initiate a return, please contact us at kontakt@ivyshundeshop.de

Damage and problems

Please check your order immediately after unpacking. If anything is damaged, defective, or incorrectly delivered, please contact us immediately!

Non-returnable items

For hygiene reasons, the following items cannot be returned:

• Personalized products
• Dog toys after use
• Care products, if opened

Partial refunds or refusal of refund

In certain situations, only a partial refund may be granted or a refund may be refused:

• Any item that is not in its original condition or has been damaged.
• Any item that is missing parts for reasons not caused by us.
• Any item returned more than 30 days after delivery.

Exchange

If you would like a different item, please return the original item. Once your return has been inspected, you can place a new order.

Refunds

Once we approve your return, your refund will be processed and automatically credited to your account within 7 business days using the same payment method you used to place your order.

Please note that processing times may vary depending on your bank. If you have not received a refund after 15 business days , please contact us at kontakt@ivyshundeshop.de .

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