Terugbetalingsbeleid

Last updated: 25 September 2026

We want you and your pet to be happy with every purchase. Here is exactly how returns, refunds and cancellations work.

Your 14-day right of withdrawal

As a consumer in the EU you may withdraw from your purchase within 14 days after you (or someone you designate) receive the product, without giving any reason. To do so, let us know by email at contact@whiskwag.store with your order number. You may use the EU model withdrawal form, but this is not required. After notifying us, please send the product back within 14 days; we will email you the return address.

Our 30-day return promise

On top of the legal 14 days, we accept returns up to 30 days after delivery under the same conditions.

Condition of returned items

You may unpack and try the product in the same way you would in a shop. Please return it complete, with all accessories and, where possible, in its original packaging. If the product has lost value because it was handled more than needed to check its nature, characteristics and functioning, we may deduct that loss in value from your refund.

Hygiene exception

Products that are delivered sealed and are not suitable for return for health or hygiene reasons once the seal has been broken cannot be returned after unsealing. Where this applies, it is stated clearly on the product page.

Return shipping costs

The direct cost of sending a product back is paid by you, unless the item arrived damaged, defective or incorrect – in that case we cover it.

Refunds

We refund all payments you made, including the original standard shipping costs, within 14 days of receiving your withdrawal notice, using the same payment method you used. We may wait with the refund until we have received the product back or you have shown proof that you have sent it, whichever comes first.

Damaged, defective or incorrect items

Please contact us as soon as possible after delivery (ideally within 48 hours) with a photo of the item, the packaging and your order number, so we can resolve it quickly with a replacement or a full refund. Your statutory rights under the legal guarantee (conformity) always apply, regardless of this deadline.

Cancellations

You can cancel free of charge as long as your order has not been shipped. Once it has shipped, you can still use your right of withdrawal described above.

Questions? Email contact@whiskwag.store.