Refund policy
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Return & Refund Policy
We make things by hand, in small batches, because we think the quality is better that way. If something is not right when it arrives, we want to know. Tell us, and we will fix it.
Your right to change your mind
If you are based in the EU, you have 14 days from the date your order arrives to return it — no reason needed. This is your right under EU consumer law, and we will honour it without friction.
To start a return, email renske@sund.dog with your order number. You then have a further 14 days from that email to send the item back.
What we can accept back
Returns must be unused and in the condition they arrived in. We check every item before it ships. If something comes back showing clear signs of use, we may not be able to issue a full refund.
Custom orders are not returnable. If you ordered a non-standard length, it was made specifically for you. We will still help if something is wrong with it — but we cannot accept it back simply because you changed your mind.
How to return
- Email renske@sund.dog with your order number.
- We will confirm and give you the return address.
- Pack it well and send it back using a tracked method. We cannot take responsibility for returns lost in transit.
Return shipping is at your cost, unless the item arrived faulty or wrong.
Refunds
We process refunds within 14 days of receiving your return. The money goes back to your original payment method.
If the item arrived damaged or was not what you ordered, we will also cover reasonable return shipping costs. Send us a photo and your postage receipt.
If an item comes back showing more wear than is needed to inspect it, we may deduct the difference from your refund. We will always tell you if that is the case.
Faulty or wrong items
Email us at renske@sund.dog within 14 days of delivery. Include your order number, a description of the issue, and a photo if you can. We will sort it — replacement, repair, or refund, whichever makes the most sense.
Pre-orders
The same rules apply. Your 14-day return window starts when the item arrives with you, not when you placed the pre-order.