Refund policy

Returning or exchanging? Two routes, one choice

The standard size does not fit: free exchange for Standard Fit under the Fit Guarantee. Report your exchange request within 30 days of receipt via support@wienerandco.com, with your order number and your dachshund’s chest and neck measurements. We arrange the replacement size without waiting for your return. You pay nothing upfront. We agree dispatch with you based on availability and production time. The replacement shipment includes a return label for the item that did not fit. We pay for that label. If the second size does not fit either, you get your money back. Made to Measure is outside this standard-size exchange. Your statutory rights in the event of a defect or our error remain in force. Any broader Fit Guarantee promised for an earlier purchase continues to apply to that purchase. The steps are on the Fit Guarantee page.

Route 2. You want to undo the purchase: withdraw. As a consumer you have a statutory 14-day cooling-off period, counted from the day you receive your order. Within that period you may withdraw from the purchase without giving a reason: email support@wienerandco.com with your order number, or use the model withdrawal form. You then have 14 days to send the product back. The cost of that return shipment is yours to bear; you choose the carrier yourself. If your order came with an unengraved key fob, please send it back with the product. In the meantime use the product only as you would try it on in a shop; a loss of value from use beyond that may be deducted.

After your withdrawal we refund the full purchase amount, including the standard shipping cost of the outbound delivery, within 14 days at the latest and via the payment method you paid with. We may wait until the product is back, or until you have shown that you sent it.

In short: exchanging for a different size is free, sending something back because you’ve changed your mind is at your own expense. That is a deliberate choice: the Fit Guarantee exists to get your dog the right harness, not to make returning look dearer than it is.

A harness made to your measurements (Made to Measure) is excluded from the right of withdrawal. Your statutory rights in the event of a defect or an error on our part remain in force. A pre-order that has not been dispatched can be cancelled free of charge. Free engraving on the supplied key fob does not limit your right to withdraw from the purchase of a standard harness or lead. You may keep the engraved key fob without any deduction from your refund.

Model withdrawal form

Only complete and return this form if you wish to withdraw from the contract. An ordinary email with your order number is fine too.

To: Wiener & Co., Zeeweg 18, 3233 CV Oostvoorne, support@wienerandco.com

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
  • 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.

Full current version: wienerandco.com/en/delivery-and-returns