Refund policy
Overview: what applies to which product?
Most of our range is sewn to measure according to your dog's measurements. By law, there is no right of withdrawal for such goods. For products that we do not make to individual measurements, the statutory 14-day right of withdrawal applies.
| Products | Right of withdrawal |
|---|---|
| Dog apparel (coats, sweaters, overalls) | no right of withdrawal – made to measure |
| Harnesses (standard, padded and safety harnesses) | no right of withdrawal – made to measure |
| Collars (padded, martingale, click fastener) | no right of withdrawal – made to measure |
| Leashes | 14-day right of withdrawal |
| Gift cards | 14-day right of withdrawal |
No right of withdrawal for made-to-measure items
Our dog apparel, harnesses and collars are not prefabricated. They are only made after you place your order and are manufactured to the measurements you provide during the order process via the Fit Assistant (e.g. chest girth, back length, neck and head girth).
For these goods, the statutory right of withdrawal is excluded pursuant to section 312g(2)(1) of the German Civil Code (BGB): there is no right of withdrawal for contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual choice or specification by the consumer is decisive, or which are clearly tailored to the personal requirements of the consumer.
Returning these products simply because you have changed your mind is therefore unfortunately not possible. Your statutory rights in the event of defects (warranty) remain unaffected – see below.
Please note in advance: check the measurements carefully
As every piece is sewn exclusively for your dog, we ask you to take your dog's measurements carefully before ordering. The Fit Assistant guides you step by step through every measurement and shows an illustration for each one. If anything is unclear, we are happy to advise you beforehand: hundessa@web.de
Right of withdrawal for leashes and gift cards
For leashes and gift cards, you as a consumer have a statutory right of withdrawal of 14 days. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.
Withdrawal instructions
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods. For gift cards transmitted to you electronically, the withdrawal period is fourteen days from the day the contract was concluded.
If you ordered several goods as part of a single order and these are delivered separately, the withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the last item. If goods are delivered in several part-shipments, the withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the last part-shipment.
To exercise your right of withdrawal, you must inform us
Sabine Lindner / Hundessa
Haringstraße 11
85635 Höhenkirchen-Siegertsbrunn
Germany
Email: hundessa@web.de
Phone: +49 152 01366025
by means of a clear declaration (e.g. a letter sent by post or an email) of your decision to withdraw from this contract. You may use the attached model withdrawal form for this, although it is not mandatory.
You can also exercise your right of withdrawal online at the button "Vertrag widerrufen" ("withdraw from contract") in the footer of our online shop.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
End of the withdrawal instructions
Note on the withdrawal function: if you declare your withdrawal using the "Vertrag widerrufen" button, we will confirm receipt without undue delay on a durable medium, stating the content of your declaration as well as the date and time of its receipt.
Note on gift cards
If a gift card has already been redeemed in whole or in part before the withdrawal, you must pay compensation for value to that extent (section 357a BGB). The compensation corresponds to the amount redeemed and is offset against the reimbursement claim. The remaining unredeemed balance will be reimbursed to you.
Model withdrawal form
(If you wish to withdraw from the contract, please fill in this form and send it back.)
To
Sabine Lindner / Hundessa
Haringstraße 11
85635 Höhenkirchen-Siegertsbrunn
Germany
Email: hundessa@web.de
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
_______________________________________________
- Ordered on (*)/received on (*): ____________________
- Name of consumer(s): ____________________
- Address of consumer(s): ____________________
- Date: ____________________
- Signature of consumer(s) (only if this form is notified on paper): ____________________
(*) Delete as appropriate.
Goodwill for made-to-measure items
Even where we are not legally obliged to do so, your satisfaction matters to us. If a made-to-measure piece does not fit the way you expected, get in touch with us. We will look for a solution together on a case-by-case basis.
There is no legal entitlement to this. If an alteration, exchange or return does take place in an individual case, you bear the cost of returning the item to us.
How to proceed
Send us an email to hundessa@web.de and please include:
- your order number
- a description of what does not fit
- photos of the product, ideally worn by the dog
We will then get back to you.
Warranty for defects
Irrespective of the right of withdrawal and of goodwill, the statutory provisions on liability for defects apply to all products (sections 434 et seq. BGB). If the goods delivered are defective, you are entitled to subsequent performance and – subject to the statutory conditions – to withdrawal from the contract, a price reduction or damages. In the event of a defect, you do not bear the return shipping costs.
Please report a defect with your order number, a description and photos to hundessa@web.de.
Liability and care
All products are handmade with the greatest possible care.
We are liable without limitation for intent and gross negligence as well as for damage arising from injury to life, body or health. In the case of ordinary negligence, we are liable only for the breach of a material contractual obligation whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance you may regularly rely, and limited in amount to the foreseeable damage typical of the contract. Liability under the German Product Liability Act remains unaffected.
We are not liable for damage resulting from improper use or from treatment that deviates from our care instructions. Your statutory warranty rights remain unaffected.
Contact
Hundessa Hundemode
Sabine Lindner
Haringstraße 11
85635 Höhenkirchen-Siegertsbrunn
Germany
Email: hundessa@web.de
Phone: +49 152 01366025
Last updated: August 2026.
