Returns Policy for Duke & Scoop

At Duke & Scoop, we want you to be satisfied with your purchase. In addition to your statutory rights, we therefore offer an extended return period of 100 days from the day your order is received.

1. Statutory Right of Withdrawal — First 14 Days

As a consumer, you have the statutory right to withdraw from an online purchase within 14 days after receiving your order, without giving any reason.

During this period, you may inspect and assess the product to the extent necessary to establish its nature, characteristics and functioning, comparable to what you could reasonably do in a physical shop.

If a product has been used beyond what is necessary to assess it and has therefore decreased in value, Duke & Scoop may deduct this reduction in value from the amount to be refunded.

Examples include, but are not limited to:

• visible signs of use;
• damage caused by biting, scratching, pulling or other use by the pet;
• hair, dirt, odours or stains caused by use;
• washing of the item;
• damaged or missing parts;
• modifications or alterations to the product;
• use beyond what was necessary to assess the product.

2. Duke & Scoop 100-Day Return Policy — Day 15 Through Day 100

After the statutory withdrawal period, we voluntarily offer an extended return option of up to 100 days after receipt.

For returns reported after the first 14 days, the following additional conditions apply:

• the item is unused;
• the item has not been worn, washed or used by a pet;
• the item is clean and free from hair, odours, dirt and stains;
• the item is not damaged;
• original labels are still attached where reasonably possible;
• the item is returned in its original packaging where reasonably possible;
• the product is in a condition in which it can be resold as new.

If a product does not meet these conditions, we may refuse the return under our voluntary 100-day return policy or apply a reasonable reduction in value, to the extent permitted by law.

These additional conditions never limit the statutory consumer rights that apply during the statutory withdrawal period.

3. Registering a Return

Would you like to return a product?

Please send an email to info@dukeandscoop.com including:

• your order number;
• the product you wish to return;
• the reason for the return.

You will then receive return instructions.

After notifying us of your withdrawal, the product must be returned within the applicable statutory return period.

4. Return Shipping Costs

The direct costs of returning a product are borne by the customer, unless:

• Duke & Scoop has expressly stated that it will cover these costs;
• the wrong product was delivered;
• there is a defect for which Duke & Scoop is legally responsible.

When exercising the statutory right of withdrawal, in the case of a full return of the order, we will also refund the original cost of our cheapest standard delivery method.

Additional costs resulting from a more expensive delivery method chosen by the customer, such as express delivery, do not have to be refunded.

5. Refunds

In the event of a valid statutory withdrawal, we will refund the amount due no later than 14 days after receiving the withdrawal notification, using the same payment method used for the original order.

We may withhold the refund until:

• we have received the returned product; or
• you can provide proof that the product has been returned,

whichever occurs first.

For returns under our voluntary 100-day return policy, we process the refund after the returned product has been received and inspected.

6. Exceptions to Returns

The statutory right of withdrawal is subject to certain exceptions.

A return may, among other things, be excluded for:

• products made according to the customer's specifications or clearly personalised, such as products featuring the name of a pet;
• sealed products that are not suitable for return for reasons of health protection or hygiene where the seal has been broken after delivery;
• products that are liable to deteriorate rapidly or have a limited shelf life;
• other products for which an exception to the right of withdrawal applies under applicable law.

The mere fact that a product may come into contact with a pet during normal use does not automatically mean that the statutory right of withdrawal no longer applies.

For our voluntary return policy from day 15 through day 100, we may apply stricter conditions, including excluding used grooming, hygiene and food products.

7. Defects and Statutory Guarantee

The right of return and guarantee are two different matters.

If a product is defective upon delivery or does not meet what you could reasonably expect from it, statutory guarantee rights apply.

Depending on the circumstances, Duke & Scoop may be required to provide the following free of charge:

• repair;
• replacement;
• or, where repair or replacement is not possible or reasonable, an appropriate price reduction or refund.

Damage Caused by the Customer or Pet

The statutory guarantee does not apply to damage that can demonstrably be attributed to circumstances for which Duke & Scoop is not responsible, such as:

• bite or scratch damage;
• pulling, tearing or other mechanical damage caused by the pet;
• incorrect or improper use;
• use contrary to product or washing instructions;
• incorrect washing, drying or cleaning;
• an accident or external damage;
• modifications or repairs carried out by the customer;
• normal wear and tear appropriate to the nature, price and period of use of the product.

Where a problem is caused by user-inflicted damage or normal wear and tear, there is no entitlement to free repair, replacement or refund under the statutory guarantee.

Important: we always apply the statutory rules regarding the burden of proof. If a defect becomes apparent within 12 months after purchase, the burden of proof generally lies with the seller to demonstrate that the problem was caused by the consumer. After that period, the consumer may be required to demonstrate that the defect was not caused by their own use.

Our return conditions do not affect consumers' statutory guarantee rights.

8. Contact

Do you have questions about a return, defective product or guarantee? Please contact us through our contact page or via:

Email: info@dukeandscoop.com
Address: Kanaaldijk-Noord 111, 5642 JA Eindhoven, The Netherlands

Kind regards,
Duke & Scoop