Refund policy
Right of Withdrawal
You have the legal right to cancel your online purchase without giving any reason within 14 days from the day you receive your order, in accordance with EU consumer law (Richtlijn 2011/83/EU) and Dutch law (Wet Koop op Afstand).
How to exercise your right of withdrawal
To withdraw from the contract, you must notify us within 14 days of receiving your order by sending a clear written statement to:
Please include your order number and a clear statement that you wish to return the purchase.
Do not send your return before you have received our return instructions. After you contact us, we will respond with the return address and specific instructions within a reasonable time. Items sent back without first receiving our return instructions will not be accepted.
After receiving our return instructions, you have 14 days to return the product to us.
Conditions for return
You may handle and inspect the product as you would in a physical store. You are liable for any reduction in value resulting from use beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where possible, please return the product in its original condition and packaging.
Return shipping costs
If you exercise your right of withdrawal because you changed your mind, the direct costs of returning the goods are at your expense. We do not cover return shipping costs in this case.
Refund
Once we have received the returned goods, we will refund all payments you made for the returned product, including standard outbound shipping costs (if the entire order is returned), no later than 14 days after we receive your withdrawal notification.
We may withhold the refund until we have received the goods back or you have provided proof of return shipment, whichever comes first.
The refund will be made using the same payment method as your original transaction, unless expressly agreed otherwise.
If you return only part of your order, original shipping costs will not be refunded.
Defective or non-conforming products
If your product is defective or does not conform to the contract, you are entitled to repair, replacement, a price reduction, or a full refund in accordance with EU consumer law. Please contact us as soon as possible at emiel@thewhiskersacademy.com with your order number and a description of the issue.