Returns & Refunds
100% Natural and 100% Handmade Wool Pet Products - Dog Toys, Chakra Balls, Mantra Balls, Virgin Wool Mats, Virgin Wool Beds, Merino Wool Blankets, Merino Wool Baby Blankets, Merino Wool Baby Beanies, Merino Wool Baby Socks, Merino Wool Sweaters, and Virgin Wool Vests
Consumers of the European Union
Instructions for Cancellation & Cancellation Form for Consumers who, at the time of concluding the contract, are nationals of a member state of the European Union and whose exclusive residence and address of delivery are located inside of the European Union:
A. Instructions for cancellation
Introduction:
Consumers, i.e. any individual acting for purposes that are wholly or mainly outside those individual’s trade, business, craft, or profession, are entitled to cancel any contract on the following conditions:
Right to cancel:
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax, or e-mail):
KVP Body UG (haftungsbeschränkt)
Alte Königsstraße 21
59955 Winterberg
Deutschland
Tel.: +4915142323445
E-Mail: kvp-body@gmx.net
You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation:
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Exclusion and/or premature expiration of the right to cancel:
The right to cancel does not apply to consumers who, at the time of concluding the contract, are not nationals of a member state of the European Union and whose exclusive residence and address of delivery are located outside of the European Union.
General information:
1) Please prevent damage to and contamination of the goods. Please return the goods, if possible, in the original packaging with all accessories and all packaging components. If necessary, please use protective outer packaging. If you are no longer in possession of the original packaging, please use suitable packaging providing adequate protection against potential transport damage.
2) Please do not return the goods freight forward.
3) Please note that the above general information in sections 1 and 2 is not a precondition for effectively exercising your right to cancel.
B. Cancellation form
If you wish to cancel this contract, please complete and submit the cancellation form below or submit an equivalent form in writing to:
KVP Body UG (haftungsbeschränkt)
Alte Königsstraße 21
59955 Winterberg
Germany
Tel.: +4915142323445
E-Mail: kvp-body@gmx.net
Consumers Not of the European Union
Instructions for Returns and Refunds for Consumers who, at the time of concluding the contract, are not nationals of a member state of the European Union and whose exclusive residence and address of delivery are located outside of the European Union:
A. General information
1) We allow a 14-day money-back satisfaction guarantee on all products. If you are not happy, for any genuine reason we will happily offer a refund or exchange on the products ordered. (Not applicable for mats or blankets)
2) Please note the shipping charge fee from us to you is not refundable.
3) Exchange items or "change of mind" products must be returned at your cost.
4) To be eligible for a REFUND on products being returned they must be unopened, in original packaging, unused, have tags attached, unwashed, and in a resalable condition.
5) In the case that the product has been opened but is still in its original new condition and unused with all original packaging returned then a STORE CREDIT to the value of the item will be issued.
6) Please email our Customer Support team to obtain a return authorization BEFORE returning any item. Parcels authorized for return will be provided with our return address. Parcels returned without authorization will not be processed and will only be returned to you at your expense.
7) Approved refunds will be issued via the same method of payment originally used for the purchase minus any applicable merchant fees.
8) Please return via a trackable service, and email our Customer Support team the tracking number to support.
9) Please allow up to 14 days for your refund to be processed.
B. Health regulations
*Please choose carefully when selecting mats or blankets, as these items are non-refundable and cannot be exchanged.
C. Product quality
Please note photography is representative of design only and the product may vary. Despite our best efforts to accurately color-match illustrations, there may be variations in color due to image reproduction and the resolution of your computer screen. We cannot guarantee the accuracy of colors represented on your screen/monitor and strongly advise you to use colors as a guide only.
D. Bonus gifts/vouchers
If returning an item that qualified you for a bonus gift, please include the bonus gift with your return. If you choose to keep the bonus gift, your account will be charged for its value and deducted from your refund.
If the gift was a voucher with a monetary value and the order total now falls below the required spend, the amount of the voucher will be deducted from your refund.
E. Return instructions
1) Please email our Customer Support team to obtain a return authorization BEFORE returning any item.
2) Parcels authorized for return will be provided with our return address.
3) Parcels returned without authorization will not be processed and will only be returned to you at your expense.
4) For the safety and security of the parcel you are returning, it is recommended that you send the parcel registered and insured as we are unable to take responsibility for missing parcels and can only issue a refund when we have received your returned item. Please ensure you return the product using a trackable service, and email our Customer Support team the tracking number.
F. Exchange
If you have changed your mind, we will happily exchange the item for a product that you would be happier with.
Exchange items must be returned at your cost in original packaging, unopened, unused, unwashed, and in a resalable condition.
FAQs:
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How long do I have to exchange items?
You have 14 days to decide if you would like an exchange.
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Do I have to pay for the postage if I want to exchange an item?
Yes, you will have to pay for the exchange postage.
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My exchange item is cheaper or more expensive, how do you process the difference?
Processing just the price difference can get a little messy, so to keep it simple we charge you in full for your exchange item (plus applicable delivery fees) and once we receive your returned item we process your refund. This way we can send you your exchange item as soon as possible.
G. Faulty goods
As part of our stringent quality control procedure, all items are checked as thoroughly as possible prior to dispatch. If you believe an item is faulty please email our Customer Support team immediately to discuss it. If possible please send a photograph of the fault. The item will be assessed by our Customer Support team to determine whether or not you are entitled to an exchange, refund, or repair. If the item is deemed faulty you will not have to pay shipping for return or exchange.