Terms of service

1. Identity

Wiener & Co., with registered office at Zeeweg 18, 3233 CV Oostvoorne. Dutch Chamber of Commerce (KvK): 98977806. VAT ID: NL005364635B11. Contact: support@wienerandco.com and 06 20 52 65 38.

2. Offer and prices

All prices on this website are in euros. We do not charge VAT or state it on our invoices. Obvious mistakes or errors in the offer do not bind us. Products are made in small runs; an offer stands while stocks last, without us advertising artificial scarcity.

3. Ordering and payment

The contract is concluded once you complete the order at checkout and we confirm it by email. Payment runs through Shopify’s secure checkout with the payment methods offered there.

4. Delivery and pre-order

We ship carefully and with tracking. The estimated delivery time and the shipping costs are shown at checkout before you pay.

Some products are offered as a pre-order. That is stated clearly with the product, along with the expected delivery date. You can cancel a pre-order free of charge at any time up to the moment of dispatch, with a single email. Should we unexpectedly miss the stated delivery date, you hear it straight away, you can cancel free of charge and we refund you in full within 14 days.

Production takes 1 working day after confirmation (for made-to-measure products, after we have checked the measurements). If a product is in stock, we ship within 1 working day of your order. Delivery to the Netherlands, Belgium, Germany and Luxembourg is expected to take 4 days after dispatch; other destinations vary. For pre-orders, the stated dispatch date applies first. Should a product unexpectedly be unavailable after all, we’ll let you know as soon as possible and you’re entitled to free cancellation and a full refund.

5. Right of withdrawal

As a consumer you have a statutory 14-day cooling-off period, counted from the day on which you (or someone you appointed) receive the order. Within that period you can withdraw from the purchase without giving a reason. You do so with an unambiguous statement: an email to support@wienerandco.com with your order number is enough. You may also use the model withdrawal form at the foot of this page.

After withdrawing you have 14 days to send the product back. The direct cost of the return shipment is yours to bear; you ship with a carrier of your choice. If your order came with an unengraved key fob, please send it back with the product. If you only want a different size, use the Fit Guarantee (article 6): then we pay the return label and send the right size ahead.

You may examine the product during the cooling-off period as you would in a shop. A loss of value from use beyond that may be deducted.

We refund the full purchase amount, including the standard shipping cost of the outbound delivery (if you chose a more expensive shipping method than our standard, we refund up to the standard rate). The refund follows within 14 days of your withdrawal at the latest, via the payment method you paid with. We may wait to refund until we have the product back, or until you have shown that you sent it.

Exception: a harness made to the measurements you provide (Made to Measure) and a keychain with an engraving you specify are made to your specifications or clearly personalised. The right of withdrawal does not apply to those products (article 16(c) of Directive 2011/83/EU, article 6:230p(f) of the Dutch Civil Code). This is also stated on the product page before you order. Your statutory rights in the event of a defect or an error on our part remain fully in force. If such a product is a pre-order that has not been dispatched yet, you can still cancel it free of charge, as set out in article 4. Free engraving on the key fob does not limit your right to withdraw from the purchase of the standard harness or lead.

The key fob and its engraving are free. If you withdraw from the purchase of a standard harness or lead, we do not deduct an engraving fee from your refund. Please return an unengraved key fob with the product. You may keep the engraved key fob.

6. Fit Guarantee (free size exchange)

The Fit Guarantee applies to Standard Fit. If the size does not fit, we exchange it free of charge for another standard size of the same product. Made to Measure is excluded from this separate service arrangement. This is a commercial guarantee from Wiener & Co. (details in article 1). It supplements your statutory rights and does not limit them. Any broader exchange rights previously agreed remain valid.

How it works: 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 didn’t fit. That cost is ours.

Until the exchange, use the product only as you would try it on in a shop; a harness that has been walked in can no longer be exchanged. We exchange once free of charge per item bought. If the second size doesn’t fit either, you get your money back, including the standard shipping cost of the outbound delivery.

7. Two-year guarantee

On the Dachshund Harness and the Dachshund Lead (including the key fob supplied with them) we give a commercial guarantee of two years on material and manufacturing defects, counted from the day of delivery (so for a pre-order from receipt, not from your order). The guarantee covers the whole product: leather, seams, rivets, buckles, rings and fastenings. It is free of charge, requires no registration, and on a valid claim we repair or replace free of charge, shipping included. The full terms are in our Guarantee terms; you also receive them on a durable medium by the time of delivery at the latest. A report about the safety of your product is something we always investigate, whatever its age. This guarantee too leaves your statutory rights (article 8) entirely intact. Any longer guarantee promised at the time of an earlier purchase continues to apply to that purchase.

8. Statutory warranty and conformity

Every product must live up to what you may reasonably expect of it (legal conformity). If a product shows a defect that isn’t down to normal use or wear, email us with a photo and your order number; we’ll arrange repair, replacement or a refund free of charge. The Fit Guarantee and the two-year guarantee are additions to this and limit these statutory rights in no way.

9. Complaints and disputes

Email complaints to support@wienerandco.com; we’ll send a full response within 14 days. Dutch law applies to every contract; your mandatory consumer rights remain unaffected. If we can’t resolve it together, you can bring the dispute before the competent court.

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/terms