Refund Policy

1. Personalized and custom-made products

Many WoofCharm products are made specifically for one customer, for example from a customer-supplied pet photograph, pet portrait, name, inscription, design choice or other individual specification. A product is treated as custom-made only where it is made to your specifications or is clearly personalized. Selecting an ordinary option from stocked, non-personalized goods does not by itself remove a statutory right of withdrawal.

Under Dutch and EU consumer law, the 14-day right of withdrawal does not apply to goods made to a consumer’s specifications or clearly personalized. This means that a personalized item normally cannot be cancelled, returned or exchanged merely because you changed your mind, ordered the wrong option, supplied the wrong photograph or text, or no longer want the item.

This exception concerns change-of-mind cancellations only. It does not affect your rights if a personalized item is damaged, is not the item ordered, contains an error caused by us, or otherwise does not conform to the agreement.

Cancelling before production

Please check all photographs, names, spelling, measurements, delivery details and other personalization information carefully before placing your order. If you need to cancel or correct a personalized order, contact support@woofcharm.com immediately.

Although there is no statutory change-of-mind withdrawal right for a qualifying personalized product, we will try to stop or amend the order where operationally possible. A cancellation or amendment is effective only when we confirm it. If we can stop the order before production or other irreversible preparation has begun, we may accept the cancellation and refund the amount paid for the cancelled item, together with any delivery charge that no longer applies. Once production or irreversible preparation has begun, a change-of-mind cancellation or amendment may no longer be possible.

2. Fourteen-day withdrawal right for eligible standard goods

If you are a consumer and purchase a non-personalized, prefabricated or stocked product online, you generally have the right to withdraw from the purchase without giving a reason within 14 days after the day on which you, or a third party designated by you other than the carrier, receives the product. If eligible goods from one order are delivered separately, the period generally starts after receipt of the last item.

This right does not apply where a statutory exception applies, including the exception for goods made to your specifications or clearly personalized. If we failed to provide information that consumer law requires us to provide about the right of withdrawal, the withdrawal period may be extended as provided by law.

How to exercise the right of withdrawal

Before the withdrawal period expires, send us a clear statement that you wish to withdraw. You may do this by emailing support@woofcharm.com, using any clearly labelled online withdrawal function made available for your purchase, or sending the model notice in section 10. Please include your name, order number and the product or products concerned. You do not need to give a reason, and your statutory withdrawal is not dependent on our discretionary approval where the legal right applies.

After notifying us, send the eligible goods back without undue delay and no later than 14 days after the day on which you informed us of your withdrawal. Unless we provide a different Dutch return address in writing, eligible returns may be sent to STACK COMPANY at 's-Gravelandseweg 258, 3125 BK Schiedam, The Netherlands. Contact us before shipping so we can identify the return and provide practical instructions. Please package the goods securely and retain proof of shipment.

Condition of returned standard goods

You may inspect an eligible product in the same way you reasonably could in a physical shop to establish its nature, characteristics and functioning. The product does not have to be completely unopened or unused merely for you to exercise a statutory withdrawal right.

You are responsible only for any reduction in value caused by handling beyond what was necessary for that inspection. Where permitted by law, we may deduct an amount reflecting the actual diminished value. We do not apply an automatic restocking fee. Original packaging is recommended where available because it helps protect the product, but its absence does not automatically remove a statutory withdrawal right.

Return costs

For an eligible, non-defective change-of-mind return, you are responsible for the direct cost of returning the goods if you were informed of this before purchase. If we provide a return label, we may deduct its disclosed direct cost from the refund where permitted. We will bear the return cost where we agreed to do so, where we did not provide the legally required advance notice, or where the return is necessary because the product is damaged, incorrect or non-conforming and the law requires us to bear that cost.

3. Refunds following a valid withdrawal

For a valid withdrawal, we will reimburse the payments that must be reimbursed by law, including the price paid and, where legally required, the cost of our least expensive standard outbound delivery method. If you chose a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.

We will make the reimbursement without undue delay and no later than the statutory deadline of 14 days after receiving your withdrawal notice. For goods, we may withhold reimbursement until we receive the returned goods or you provide evidence that you sent them back, whichever occurs first.

Refunds are made using the same payment method used for the original transaction unless you expressly agree to another method, and you will not be charged a refund fee by us.

If you withdraw from only part of an order, we will refund the returned item or items. Original delivery costs will be refunded only to the extent required by applicable law; for example, they may not be refundable where the same delivery charge would have applied to the items you keep. Any lawful deduction for diminished value or a disclosed direct return cost will be limited to the amount properly attributable to that return.

After we issue a refund, the time taken for it to appear in your account depends on your bank, card issuer or payment provider.

4. Damaged, incorrect or non-conforming products

If your order arrives damaged, you receive the wrong product, we make an error in the agreed personalization, an item is incomplete, or it otherwise does not conform to the agreement, contact support@woofcharm.com as soon as reasonably possible after discovering the issue.

Please provide your order number, a description of the problem and, where reasonably available, clear photographs that help us assess it. Photographs can help us resolve a claim, but requesting them does not remove any legal right you may have. Please wait for return instructions so that we can provide the appropriate shipping method.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement or another method of bringing the product into conformity, without charge and within a reasonable time and without significant inconvenience. If repair or replacement is impossible, disproportionate, refused, unsuccessful, or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or to end the contract and receive a refund. A minor lack of conformity may justify a partial refund rather than termination where the law provides.

Where legally required, we will arrange or reimburse the reasonable and necessary cost of returning a damaged, incorrect or non-conforming product. Please follow the return instructions we provide.

Legal guarantee

Consumers in the EU generally benefit from a minimum two-year legal guarantee of conformity beginning when the goods are received. Dutch law does not use one fixed guarantee term for every product; protection depends on how long a consumer may reasonably expect that type of product to last and may therefore extend beyond two years in appropriate cases.

The legal guarantee applies independently of any commercial warranty and also applies to personalized and sale-priced products. It covers defects or non-conformity for which the seller is legally responsible. It does not generally cover normal wear and tear, accidental damage, misuse, improper care, unauthorized alteration, or damage caused by the customer where the issue is not the result of an underlying defect or non-conformity.

5. Lost, delayed or missing deliveries

Where we select or offer the carrier, we remain responsible for the goods until you or a person designated by you receives them. If tracking does not update, a parcel appears lost, or tracking says “delivered” but you cannot locate it, please check with household members, neighbors and any designated safe place or collection point, then contact us with your order number.

We may investigate the shipment with the carrier. If the goods were not delivered, we will provide the replacement, refund or other remedy required by applicable law. If you independently appoint a carrier that we did not offer, risk may pass when we hand the goods to that carrier, as provided by law.

A delivery delay does not automatically make a personalized item returnable for change-of-mind reasons. However, your statutory rights concerning agreed delivery dates, non-delivery and termination for serious or unresolved delay remain unaffected.

6. Incorrect addresses, refused parcels and unclaimed shipments

You are responsible for supplying a complete and accurate delivery address. Contact us immediately if you notice an error. We will try to correct it before dispatch, but a change may not be possible once the parcel has entered the delivery network.

Refusing a parcel or failing to collect it does not necessarily constitute a clear exercise of a statutory withdrawal right and does not create a change-of-mind return right for a personalized product. If a parcel is returned to us because it was refused, unclaimed or addressed incorrectly, contact us so that we can review the circumstances.

For personalized goods, we may offer re-shipment subject to reasonable additional delivery costs where the failed delivery was caused by an incorrect address, refusal or non-collection. For eligible standard goods covered by a valid withdrawal, the refund rules above will apply, and we will deduct only costs that may lawfully be charged. No additional delivery or return cost will be charged where the failure was caused by us or a carrier for whom we are legally responsible.

7. Exchanges and gifts

There is no separate statutory right to exchange a conforming product merely because you prefer another item. For eligible non-personalized goods, you may exercise a valid withdrawal right and place a new order. Any new order is subject to the price and availability shown at that time.

Personalized products cannot normally be exchanged because of a change of mind or a customer-supplied personalization error. The remedies for damaged, incorrect or non-conforming products remain available.

For gifts, the purchaser remains the party to the sales contract. A gift recipient may contact us if they have the order details and, where necessary, the purchaser’s authorization. Any monetary refund will normally be returned to the original payment method unless the purchaser expressly agrees otherwise and the law permits it.

8. Complaints and payment disputes

To make a complaint, email support@woofcharm.com with your contact details, order number, a clear description of the issue and the outcome you are requesting. We will review the complaint fairly and without undue delay.

We encourage you to contact us before starting a chargeback or payment dispute so that we have an opportunity to resolve the issue directly. This request does not limit your right to contact your bank, payment provider, consumer authority, alternative dispute-resolution body or a court. If a chargeback has already been opened, please tell us so that any resolution can take account of the disputed amount and avoid duplicate reimbursement.

If we cannot resolve a complaint together, consumers may seek independent advice from their national consumer authority. Dutch consumers can contact ACM ConsuWijzer, and consumers involved in a cross-border EU dispute may contact the European Consumer Centres Network.

9. Mandatory consumer rights

This policy supplements and does not replace rights available under mandatory Dutch, EU or other applicable consumer law. No provision should be interpreted as excluding or limiting a remedy that cannot lawfully be excluded or limited.

10. Model withdrawal form

You may copy and send the following form if you wish to withdraw from an eligible purchase. It is not intended for a change-of-mind return of goods made to your specifications or clearly personalized.

To: STACK COMPANY, trading as WoofCharm
's-Gravelandseweg 258
3125 BK Schiedam
The Netherlands
support@woofcharm.com

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:

Order number:

Goods:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date:

11. Contact and return details

Unless we provide a different Dutch return address in writing for a particular return, the address above is the return address for eligible returns. Please contact support before shipping so that we can identify the return and, where appropriate, provide a return label or other instructions.