Refund policy

BAUMUTT Shipping, Returns & Warranty Policy

At BAUMUTT, we design and supply premium dog products intended to improve the quality of life for dogs and their owners. If there is an issue with your order, we will always act in good faith to resolve it promptly and fairly.

This policy applies to all orders placed through our website.

1. General Terms

Return Shipping Responsibility & Process

Unless otherwise required by applicable law, all return shipping costs are the responsibility of the customer. This applies to all returns, including:

  • change-of-mind returns
  • warranty claims where no defect is found
  • international returns
  • refused, unclaimed, or undeliverable shipments

We do not provide return shipping labels or return collection services. Customers are responsible for arranging and paying for the return shipment using their preferred carrier.

2. 🇮🇪 🇪🇺 Ireland & European Union Orders

2.1 Shipping (EU / Ireland)

Orders shipped within Ireland and the European Union are not subject to customs duties or import charges.

2.2 Right of Withdrawal (EU Consumers)

If you are located within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with Directive 2011/83/EU on Consumer Rights.

To exercise this right:

  • You must notify us within 14 days of receiving your order
  • Goods must be returned in unused and resalable condition where reasonably possible
  • Customers are responsible for arranging and paying for return shipping
  • We do not provide return shipping labels

2.3 Refunds (EU Orders)

Where a valid withdrawal is made:

  • We will refund the cost of the goods
  • We will refund standard delivery charges where applicable under EU law
  • Any upgraded or express shipping services are non-refundable

Refunds will be issued once returned goods are received or proof of return is provided.

2.4 Faulty or Defective Goods

If you believe your item is faulty, please contact us immediately.

We will assess the issue and, where appropriate, offer a repair, replacement, or refund.

The following are not considered defects:

  • Damage caused by misuse or improper use
  • Normal wear and tear
  • Chewing, scratching, or animal-related damage
  • Alterations or improper cleaning

3. 🇺🇸 United States & International Orders

3.1 Import Duties & Taxes

Orders shipped outside the European Union, including the United States, may be subject to import duties, taxes, and customs clearance fees imposed by the destination country.

These charges are not included in the product price or shipping cost and are the responsibility of the customer.

We have no control over these charges and cannot predict their exact amount.

3.2 Refused, Unclaimed or Unpaid Customs Charges

If a shipment is refused, unclaimed, or not delivered due to unpaid customs charges:

  • The parcel may be returned to us by the carrier
  • The customer is responsible for all associated costs, including:
    • outbound shipping
    • return shipping
    • customs charges
    • carrier handling fees

These costs will be deducted from any refund issued.

Where returned goods are not received or are destroyed or abandoned by the carrier, we are unable to issue a refund.

We do not provide return shipping labels or arrange return collection services. All returns must be shipped back independently by the customer.

3.3 International Returns (Non-EU)

For all international orders outside the EU:

  • Return shipping costs are the responsibility of the customer
  • Original shipping costs are non-refundable
  • Items must be unused and in original condition to qualify for a refund
  • We do not provide return shipping labels or return collection services

4. 🐶 Product Safety & Use

BAUMUTT products are manufactured using high-quality materials suitable for pet use. However, all pet products carry inherent risks if misused or used without supervision.

Products must not be left on unattended animals.

Customers are responsible for regularly inspecting products for signs of wear or damage, including:

  • frayed or chewed materials
  • damaged stitching
  • weakened or broken hardware

Use must cease immediately if damage is observed.

4.1 Wear, Tear & Animal Damage

Due to the nature of animal use, damage caused by chewing, scratching, pulling, or general wear and tear is not considered a manufacturing defect and is not covered under warranty.

5. General Agreement

By placing an order with BAUMUTT, you acknowledge and agree to:

  • the terms outlined in this policy
  • responsibility for any applicable import duties and return costs for international orders
  • responsibility for return shipping costs in all applicable cases
  • that returns must be arranged and shipped independently by the customer (no return labels or collection service provided)
  • that products are used at your own discretion and risk in accordance with safety guidance