Terms & conditions

Order & order confirmation

When we receive your order you will receive an automatic order confirmation to your email address. In the confirmation you will find information of products, prices, payment method and shipping address. Make sure that your order confirmation is correct. If something is wrong in your order, please contact our customer service immediately. If a product has run out of stock we will contact you as soon as possible by email. If you are under 18 years you must have parental permission to order from us.

Deliveries

Normal delivery time is 1-3 working days for deliveries within Sweden and 2-10 days for other countries. Products that are out of stock may take longer, this is usually noted on the product page and we will email you the estimated delivery time if it differs from that. We are not responsible for damage due to exceeded delivery times, but you have a right to cancel your purchase of extended delivery.

We ship with UPS, Fedex, PostNord & DHL. If you have received a damaged or faulty product it must be reported within 10 days.

Unclaimed packages

For packages that are not claimed, we reserve the right to charge the cost of return shipping, administration and billing fee.

Transport damage

If you discover that the package is damaged when you collect it at your post office, you should report it directly to the agent or the transport company. If you find damage later, you can contact us at info@doggie-zen.se. The customer is responsible for the goods not being damaged or lost when you return it to us.

International orders

Within the EU: Consumers pay Swedish VAT. Businesses that state a valid VAT number do not pay Swedish VAT (this is handled automatically at checkout and can not be changed afterwards, please double check before you complete the order that the VAT has been deducted).

Outside the EU: After you have selected delivery country at checkout, the VAT will disappear. Any customs duties and VAT in the delivery country may apply. We follow the law and do not send packages as samples or gifts.

Withdrawal

You always have full right of withdrawal within 14 days after you have received the goods. It presupposes that the goods have not been used and that it is returned in good condition, together with any original packaging. Return policy does not apply to custom-made products. During the withdrawal period, you are entitled to return the goods received and get a full refund of the amount paid. Shipping cost for your return will not be refunded. In the case you utilize your right of withdrawal or cancellation, you are obliged to leave or return the goods at your own expense.

Report that you have regretted your purchase here: https://doggie-zen.se/en/withdrawal.html
 
The following are excluded from withdrawal:

• Products that have been used or damaged. The product must be completely free of hair and dirt. It must be in sellable condition.
• Products that do not have their original product packaging or damaged packaging.
• Consumables (such as treats, bones, etc.).
• Custom ordered items (such as Bungee Adjustable Leash, Bungee Long Leash with Options, Canine Wrist/Ancle Weights in custom size, toys with custom ordered colors or other adaptations).

Returns

In case of return of goods requires that the goods be returned in their undamaged original packaging (if it has one) and that all patches and manuals are included. Product packaging must not be used as the outer packaging.

If you would like to return part or the whole of your order do this:

1. Write the reason for the return on the delivery note that you got with your package (if you don't have the delivery note, just write your name and order number on a paper, and the reason for the return).
2. Put the delivery note in the package.
3. Pack the product well.
4. Postage package and return it to your nearest post office. The cost of the return delivery shall be paid for by the customer. Send your return to following address:

Refund

If you paid with Klarna, you can pause your invoice in the event of a return or problem with your order. Just log in to klarna.se or Klarna's app and click on report return and the invoice will be paused until we have received and credited your return. You can also postpone the due date.

If you have chosen invoice as the payment method, you will receive an updated invoice sent to your email when the return has been processed. If you have paid any shipping costs, they will remain on your invoice. If your order has been sent free of shipping charge, the invoice will be cancelled. If you have already paid your invoice, you will be contacted by Klarna who will handle the refund.

If you have paid by card, PayPal or Swish, the money will be refunded to the card or account that was debited at the time of purchase.

Your return will be registered by us within 5 business days of receiving your return. Klarna reserves the right that a refund can take place within up to 14 days after a registered return, but usually it only takes a few banking days.

In the case of a return, shipping costs are not refunded.

Complaint

We guarantee that the goods you receive are faultless on delivery. Should you receive a faulty product, please contact us as soon as possible, no later than 10 days after the shipment has been collected and describe in detail what the error is (it helps a lot if you send us photos/video). The defective product must be in unused condition. When we have received the goods and approved the complaint, we will send you a new product if the item is in stock and will reimburse you for your return postage. Is the item out of stock, we will refund you what you spent for the goods and compensate you for your return postage.

What laws apply?

Consumer Sales applies when you shop with us. For more information visit the EU www.konsumenteuropa.se. In any dispute, we follow Consumer Complaints Board recommendations.

Product information

We reserve the right for any typographical errors in our webshop. We are committed to the presentation of our products to be as close to reality as possible when it comes to proportions and colors, but we can not guarantee that all pictures accurately reflect the true appearance.

We reserve the right to any final sales that had not been updated in the web shop. If one or more articles in your order is out of stock, we will notify you by e-mail.

We reserve the right to adjust prices and possible price errors before and after the order is processed.

Personal data and cookies

Cookies

We use cookies to give you the best experience of our webshop. A cookie is a small text file stored on your computer when you visit a website that uses cookies and allows the website to remember your personal settings, so that for example, you do not need to select a language every time you visit it. Cookies are also used for statistical purposes.

If you wish, you can change the settings in your browser so that cookies are not saved. However, this means that you can not take part of the site's full functionality when it is based on the use of cookies.

Handling of personal information

Read our data protection policy.

This site uses SSL to encrypt the traffic, to guarantee the safety of your personal information. This technique ensures that personal information left on our site can not be seen, intercepted or changed by any third party on the Internet.

Retailers

• Only companies that have a dog related business (such as a store with dog accessories) can become retailers of our products. Retailers also have to resell our products to their customers.
• The company must be VAT registered.
• Only products that have been purchased and received can be sold, i.e. you may not sell products you do not yet have in stock. Retailers who violate this rule will lose access to their account.
• Orders are placed through the online store, for orders that are emailed or called in we charge an administrative fee of 100 SEK excluding VAT for us to manually create the order.
• We link to all our retailers that has made a purchase of Doggie-Zen products.
• Retailers are free to use our product photos in connection with selling our products, e.g. in a web shop.