Refund policy

Last updated: November 5, 2025

Thank you for shopping at eHuisdier. We want you and your pet to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

1. Returns

We offer a 30-day return window, meaning you have 30 days from the date you placed your order to request a return.

To be eligible for a return, the item must be:

  • Unused
  • Unworn
  • Unwashed
  • Free of pet hair, odors, stains, dirt, or signs of wear
  • In its original packaging
  • With all tags attached
  • In the same condition as received
  • Accompanied by proof of purchase (order number or receipt)

Hygiene Policy (Important)

For hygiene and safety reasons, we cannot accept returns of items that have been used even once, including when the size is incorrect.

Trying on a harness, collar, leash, bed, or wearable pet item — especially outdoors — immediately makes it non-returnable due to hygiene risks and cross-contamination.

Please measure your pet carefully before ordering.

2. How to Start a Return

To begin the process:

  1. Visit our Contact Page
  2. Provide your order number
  3. Tell us which item you want to return
  4. Explain the reason for the return
  5. Include photos (if relevant)

Our team will review your request and send return instructions.

For questions, contact: support@ehuisdier.nl

3. Damages, Defects & Wrong Items

Please inspect your order when it arrives.

If your item is:

  • damaged,
  • defective, or
  • incorrect,

contact us immediately so we can evaluate the issue and make it right.

For damage/defect claims, please send:

  • Clear photos, and/or
  • A short video showing the issue

This helps us resolve the problem quickly.

4. Exchanges

If you want a different size or product, the fastest method is:

  1. Submit a return request for the item you have.
  2. Once approved, place a new order for the desired product.

This ensures the item you want doesn’t run out of stock during the return process.

5. Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved.

If approved:

  • The refund will be issued to your original payment method
  • Processing time depends on your bank or payment provider (typically 3–10 business days)

If the item is used, worn, damaged by the customer, missing packaging, or otherwise does not meet our return conditions, the refund will not be approved.

6. Non-Returnable Items

Due to hygiene and safety regulations, the following items cannot be returned:

  • Items that have been used even once
  • Items showing pet hair, odor, dirt, stains, or wear
  • Pet beds, blankets, carriers, and wearable items that show use
  • Harnesses, collars, leashes worn outdoors
  • Customized or personalized items
  • Clearance or sale items (if stated on the product page)
  • Items damaged by the customer

If you’re unsure whether your item qualifies, please contact us before sending it back.

7. Return Shipping Costs

Unless the item is damaged, defective, or incorrect:

  • Return shipping costs are the customer’s responsibility
  • Returns sent without approval will not be accepted

8. EU Consumer Rights

If you are located in the EU, you may also have a 14-day right of withdrawal starting from the date you receive your item.

Our 30-day return window applies in addition to your EU rights.

Thank You

We work hard to provide safe, comfortable, and high-quality products for pets and their owners. If you need help, contact us anytime at:

📧 support@ehuisdier.nl