How can I return my order?

Are you not completely satisfied with your ordered Dog Musthaves? A pity, but that can happen! When the items meet our conditions you can return your order within 14 days (except our dog whistles and engraved products like dog collars, also if it’s a free engraved tag attached on your dog collar). We will then proceed to a refund of the purchased amount. Email the items to be returned and the reason for return to info@thedogmusthaves.com.

If the Customer exercises its Right of Withdrawal, the Customer will be responsible for costs of returning the Product. We want to keep CO2 emissions as low as possible and we think about the environment.You will get a non prepaid label or you can arrange a shipment with a transfer of your choise.

What are the return conditions?

If the Customer wishes to exercise its Right of Withdrawal, the Customer can return the Product provided that the Product is in good, original condition, has not been worn and all price tags and/or labels are still attached. Please note that we strictly do not refund or exchange engraved or custom products unless the item is defective. 

The Customer is responsible for the manner in which the Product is returned to The Dog Musthaves and bears all risks until the Product has been received by The Dog Musthaves.

What is the return period?

When purchasing Products through http://www.thedogmusthaves.com, the Customer may exercise its Right of Withdrawal within the Reflection Period of fourteen (14) days. This period commences on the day after receipt of the Product by the Customer or a third party designated in advance by the Customer.

When and how will my order be reimbursed?

The Dog Musthaves will refund all payments received from the Customer in relation with the returned Product(s) within 30 days of the date of receipt of the returned Product(s) by The Dog Musthaves. In the event that the Right of Withdrawal has not been exercised within 14 days after receipt of the Product, The Dog Musthaves is entitled to refuse a refund. The Customer shall be responsible to provide proof of a timely invoked Right of Withdrawal of the the Order.

The refund depends on the payment method you chose when placing your order.

You will receive the refund in the same bank account as the bank account with which you paid for your order. If you paid with Klarna, you will receive an invoice within 24 hours of receiving a confirmation. Have you already paid your invoice? Then you will receive a refund on your account on behalf of Klarna within 5 working days.

* If you accidentally send a personalized item, we will charge the full amount of the product and destroy it.

What if my order is incomplete or damaged?

It is of course possible that a mistake has been made or that something has happened to your package along the way. In that case we want to help you as soon as possible. Please contact us by e-mail for this. To resolve your complaint as quickly as possible, we ask you to provide the following information:

• your order number
• photos of the packaging
• photos of the defective product
• clear description of the complaint

What do you do to deliver as sustainably as possible?

By keeping our parcels as small as possible and planning our rides efficiently, we do our utmost to keep our CO2 emissions as low as possible. But by ordering something more consciously, you can also do a lot yourself. In fact, it’s about getting parcel deliverers to drive as efficiently as possible. How do you do that?  

1. We combine the whole order. Have you ordered multiple items and one or more of these items is not yet in stock. Then we combine the entire shipment.   Then the parcel deliverer only has to drive once.

2. Returning an order is at the buyer’s expense. We want to keep CO2 emissions as low as possible and we think about the environment. Delivery of the order in the Netherlands is free. Exchanging an item is no problem, you pay for both the outward and return shipping (see tab “Returns”).

Package is returned to sender after trying a delivery

The customs costs, shipping and insurance costs, and customs clearance costs are for the buyer’s expense. The package is not delivered after two attempts and it will be automatically returned to The Dog Musthaves. Then we will charge €25 administration costs. In addition, we will not refund engraved/personalized products. We will destroy these upon arrival. We will not resend the package. So be sure to follow it’s journey after you received a track and trace by e-mail from us.