For packages that are not redeemed at a representative, we reserve the right to charge you the costs for return shipping, handling and handling fee, currently the fee is SEK 200.
We do not take changes. However, we leave a 14-day right of withdrawal. To exchange a purchased item for another, return according to our return terms and then order the item you want instead. You are responsible for the return shipping. Please note that we do not accept returns with cash on delivery. Also note that you can not return the package to a delivery point, as we can not pick it up. All goods sent back to us must be in original condition and keep all labels and original packaging. If the product or packaging has changed from its original condition, we may make a price deduction that corresponds to the product's depreciation. If the product completely lacks original packaging or manuals, we can not take the product back.
We follow the Distance Contracts Act, it gives you the right to cancel your purchase within 14 days after you have received your goods, then you as a customer have 14 days to send the return back to us after the exercise of the right of withdrawal. This applies provided that the product is returned in unused condition, you must of course examine the product to determine its properties and function. Goods such as feed, sweets, food supplements and the like must be in unopened packaging to be considered unused and products with a seal (technical sealing) must be unbroken. Refund will be made within 14 days after we have received your return. When you want to send an item back, we ask you to contact our customer service and let us know that you want to exercise the right of withdrawal. Then we will send you a return slip via e-mail (return shipping costs from SEK 69 (SE). You are responsible for the return shipping and note that we do not accept returns via cash on delivery. Fill in the return form that came with your order with your order number or use the Consumer Agency's form When you return an item, you run the risk when the item is sent back to us, remember to pack the item properly so that it and any original packaging can not be damaged during transport. If you return from a country outside the EU, you may be subject to import duties to Sweden. Fees for this are borne by you as a customer.
In Sweden, customers have a 3-year right of complaint according to the Consumer Purchase Act, the warranty only covers original manufacturing defects. International customers have a 2-year warranty. Contact our customer service if you have received a defective item as soon as possible after the defect is discovered, a complaint made within two months will be counted within a reasonable time. Contact our customer service and enter the order number, describe the error in as much detail as possible. Then we will send you a return slip. After we have received the complaint, we will contact you. Complaints such as manufacturing defects must be confirmed by Dogmatters, after which you will receive a free repair or a new item or your money back. The complaint does not apply when we can not find any defect in the product or when you yourself have caused the damage, including normal wear and tear or handling defects.
We do not provide a guarantee on dog/chew toys as they are considered consumables. The guarantee on the dog toys only applies if there is a manufacturing defect, ie not if the dog has broken the toy.
In the event of external events beyond Dogmatter's control, e.g. war, strike, government action, law enforcement, sabotage, natural disaster, fire, flood, terrorism, technical problems, failure of electricity and data connections or other communications and delays from subcontractors who can not fulfill their commitment to us due to the above circumstances or similar events. In any of these circumstances, we will inform you as a customer of the invoked"Force Major", and we will also notify you when this ceases. Force Major provides a basis for exemption for Dogmatters to pay damages and other penalties. In these circumstances, Dogmatter's obligations to fulfill the purchase agreement are postponed until these circumstances are over or if it lasts more than two months, you as a customer and also we, have the right to cancel the purchase without paying damages.