Returns and refunds
1.General
All products in our online store are handmade to order and tailored to the needs of each individual dog. Due to the nature of production, returns without a valid reason are not possible.
2. Right of Withdrawal
As the products are custom-made or made to order, the customer generally does not have the right to withdraw from the contract after receiving the product, in accordance with applicable legislation.
An exception applies only if the product was not made according to the order or has a manufacturing defect.
3. Complaints (Defects)
The customer may file a complaint in case of:
damaged product upon delivery
manufacturing defect
incorrect product compared to the confirmed order
Complaints must be reported within 8 days of receiving the product to: info@tika-pika.eu
Please include in your message:
- description of the issue
- photos of the product
4. Complaint Resolution
After receiving the complaint, we will review the case and respond within a reasonable timeframe.
In the case of a justified complaint, the customer may choose:
- product repair
- product replacement
- refund
In case of a justified complaint, shipping costs for return or replacement are covered by the seller.
5. Sizes and Customer Responsibility
The customer is responsible for selecting the correct product size. Measurement instructions are available on the website and must be followed before placing an order.
Complaints due to incorrectly chosen size, where measurement instructions were provided and available, are not eligible for a refund.
6. Additional Information
If you have any questions, feel free to contact us before purchasing so we can help you choose the correct size or product type.
7. Contact
E-mail: info@tika-pika.eu