1. Statutory Right of Withdrawal (14 days)

If you are a consumer located in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason.

Withdrawal period

The withdrawal period is 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. If you ordered multiple items in one order that are delivered separately, the period starts on the day you receive the last item.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., an email). You may use the model withdrawal form below, but it is not required.

Contact for withdrawals: support@mytailbuddy.com

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay and no later than 14 days from the day on which we receive the notice of your withdrawal. 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.

Reimbursements will be made using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise.

Return of goods after withdrawal

You must send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Unless we explicitly agree otherwise, you will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to, for example:

·       Goods made to your specifications or clearly personalized.

·       Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery.

·       Digital content not supplied on a tangible medium, if performance has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal.

2. Voluntary 30-day Returns (additional to your statutory rights)

In addition to your statutory right of withdrawal, we offer a voluntary 30-day return option for most items. This is a voluntary service and does not limit your statutory rights.

Conditions

To be eligible for a voluntary return, items must:

·       be unused and in the same condition as received;

·       be returned in the original packaging (where reasonably possible);

·       include the order number or proof of purchase;

·       be registered with us before sending anything back.

For voluntary returns, return shipping costs are generally borne by the customer, unless we agree otherwise.

Non-returnable items (voluntary returns)

Certain items may be excluded from our voluntary return option (e.g., personalized items, unsealed hygiene items, gift cards). Where items are marked as "Final Sale" for our voluntary returns, this does not affect your statutory right of withdrawal (where applicable).

3. Damaged, Defective, Wrong, or Missing Items

If your item arrives damaged, defective, missing, or you received the wrong item, please contact us as soon as possible (ideally within 7 days of delivery) so we can resolve the issue quickly.

What we need from you

Please include:

·       your order number;

·       a short description of the issue;

·       photos and/or a short video showing the product and the issue;

·       photos of the packaging and the shipping label (if available).

How we resolve Fall B cases

After review, we will offer an appropriate solution, such as a free replacement shipment (reshipment) or a refund. In many Fall B cases, we do not require a physical return of the item. If a return is required, we will provide the return instructions.

This Fall B process does not affect your statutory warranty rights (where applicable).

4. Return Instructions & Return Address

All returns should be registered with us before you send anything back, so we can provide the correct instructions and avoid delays.

Return address (only if a physical return is required)

MyTailBuddy

Schönbach 119

3633 Schönbach

Austria

5. Exchanges & Refunds

Exchanges

We do not offer direct exchanges. If you want a different product, please initiate a return (if applicable) and place a new order.

Refunds

If your return is approved, refunds are issued to the original payment method. Please allow a few business days for your bank or payment provider to process the refund.

If a physical return is required, we will notify you once we have received and inspected the returned item.

6. Model Withdrawal Form

If you want to withdraw from the contract, you can fill out and send this form to us (e.g., by email):

To: MyTailBuddy, Schönbach 119, 3633 Schönbach, Austria, support@mytailbuddy.com

 

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):

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

Date:

 

(*) Delete as appropriate.

Questions? Contact us at support@mytailbuddy.com.