Return Policy
If an item does not meet your expectations, you can return it within 14 days of receiving the goods. Custom-made products are excluded. For more information on deadlines, conditions, and exceptions, please refer to our cancellation policy.
Please package the item carefully to avoid damage during return transport. If the item is not suitable for standard shipping or a return via the usual shipping method is not possible, please contact us at shop@wolters-cat-dog.de. Our customer service will then get in touch with you and arrange for the collection.
The return shipping is free for you.
Return Address
WOLTERS cat & dog GmbH
Otto-Hahn-Straße 2
27283 Verden (Aller)
Phone: 04231 – 72077-80
Email: shop@wolters-cat-dog.de
1. Stick the return label on your parcel
Prepare your return by repackaging the item to be sent back. Then, simply stick the enclosed return label onto the parcel.
2. Initiate a Return
Drop off your return at the nearest DHL Parcel Shop and keep the issued return receipt.
3. Receive your refund
Once your return has arrived and been processed, your money will be credited to you as soon as possible.
Frequently Asked Questions about Returns
How long do I have to withdraw and return an item?
You can withdraw from your contract within 14 days of receiving the goods. To meet this deadline, it is sufficient to inform us of your withdrawal before the 14 days expire.
After your withdrawal, you have another 14 days to return the goods to us. The return period is met if you send the goods within this timeframe.
All details can be found in our withdrawal information.
Is the return shipping free from Germany?
Yes. If you use the enclosed DHL return label, return shipping is free for you.
Is the return shipping free from abroad?
For shipments abroad, no return label is included. Please contact us by email at shop@wolters-cat-dog.de. We will then send you a return label via email.
I didn't receive a return label – what now?
Every shipment within Germany should include a return label. If it is missing, please send us a short email to shop@wolters-cat-dog.de.
We will then send you a new return label as a PDF to print.
Do I have to return the item in the original packaging?
If possible, return the goods in the original packaging along with any accessories and related packaging components.
If the original packaging is no longer available, please use suitable packaging that adequately protects the item from transport damage.
Using the original packaging is not a requirement for the effective exercise of your right of withdrawal.
What do I do with a bulky item?
If the item is not suitable for parcel shipping, such as a bulky product, please contact us at shop@wolters-cat-dog.de.
Our customer service will then get in touch with you and organise the collection of the goods.
Can I exchange an item?
We currently do not offer direct exchanges.
However, you can simply reorder the desired item and return the already received item using the enclosed return label.
When will I receive my refund?
After your withdrawal, we will refund the corresponding payments generally using the same payment method that you used for your original order, unless otherwise agreed.
We may withhold the refund until the goods have been received back by us or you have provided evidence that you have returned the goods – whichever is earlier.
Will redeemed vouchers be credited again?
If you have used a gift voucher with a monetary value for your order, the corresponding amount will be credited back to you after processing the return.
Promotional codes that grant a discount will not be reactivated after their stated validity has expired.
What is the return address?
WOLTERS cat & dog GmbH
Otto-Hahn-Straße 2
27283 Verden (Aller)