Service, warranty and return

Not satisfied with our services?

Ofcourse it is possible that you are not satisfied with us, however we try our best to help you feel satisfied at all times. This is why we would like to hear from you in case you are not satisfied with our services.

You can contact us in the following ways:

• [email protected]

        or 

• Houtendiershop, Het Spaarne 1, 8253 PE Dronten, the Netherlands

In case you are not satisfied with the particular way we suggest to solve the problem it is possible to submit your dispute to the  ODR platform (European Commission) which we are connected  to. Please do mind that submitting your problem in this way is only possible for consumers and only in case your complaint is not received and dealt with in any other way. You will receive a substantive response from us within 14 days of receipt of your complaint.

Guarantee

The legal warranty applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. A manufacturer's warranty also applies to some products. This guarantee does not affect the legal guarantee.

Return

According to the law you have the right to cancel an order. How do you do that?

The conditon for cancelling an order:

You have the right to cancel your order until 30 days after receiving the order, without giving a certain reason for cancelling. If you want to use the service of cancelling an order, you are required to return the product with everything that comes with the product (for example the description with the product code on it) and - if possible - return it to us by sending it back in the original package. We will deposit the money back on your account if we receive the product in well condition. It is possible that we do not refund the money you paid for the delivery of your order. You are responsible for sending the order back. You can read more about this in the Terms and Conditions. Personalized products are excluded from returning.

What will it cost and what will be refunded? 

The delivery costs that are required to send the package back to us are for your own account. Take a look at the website of your (local/national) package carrier. 

We may charge an amount of €2.50 per returned item (handling costs).

We will refund the money within 14 days, but most often the money will be back on your account withing a few business days. 

To use this service:

• contact us via [email protected]

or

• Fill in: return form or the European standard form and send this together with the product you want to return back to us. The adress is listed on the form, we would appreciate it if you contact us by letting us know you will return a product.

What should you do?

1. Contact us.
2. Take the product to a packaging carrier, make sure to have a Track&Trace.

What will we do:

1. Register the return notification;
2. Check the returned product;
3. Send the acknowledgement of receipt to you;
4. Refund the money you paid for the product.

If you return part of your order so that you may fall below the free shipping/payment threshold, we will charge you the shipping costs that you would otherwise have to pay.

Trade

Of course it is possible to trade your product! All you have to do is send back the product you want to trade and create a new order for the product you want to receive. Within a few days you will receive the new product.