Returns & Refunds

We hope you and your low pal ;) love your order. If it’s not quite right, you can return it.

30-day returns

You can request a return within 30 days of receiving your order.

During the first 14 days after receiving your order, you have a statutory right to withdraw from your purchase without giving a reason.

Our 30-day return period gives you additional time and does not affect your statutory rights.

Returns requested after the statutory 14-day withdrawal period are accepted under our additional return policy. Items should be returned in their original condition.

If an item shows signs of use beyond what is reasonably necessary to assess its nature, characteristics and fit, we may make a reasonable deduction from your refund to reflect any resulting loss in value. This may include signs of outdoor wear, washing, damage, significant dirt, pet hair or odour.

Trying on your LOWPAL

Of course, finding the right fit matters.

You may inspect and try on your item to determine whether it is right for you and your dog. We recommend trying harnesses on indoors and keeping them clean while deciding on the fit.

During the statutory withdrawal period, you may handle the product as you reasonably would in a store. If the product has been handled or used beyond what is necessary to assess its nature, characteristics and fit, we may deduct any resulting loss in value from your refund.

For returns requested under our additional return policy after the statutory withdrawal period, the same principle applies: signs of use may result in a reasonable deduction from your refund based on the loss in value of the item.

Where reasonably possible, please return the product with its original tags and packaging.

How to make a return

To let us know you would like to return your order, you can:

• use the withdrawal / cancellation function available on our website; or

• contact us at returns@lowpal.shop with your order number and the item(s) you would like to return.

You do not need to give us a reason for exercising your statutory right of withdrawal.

If you notify us within the statutory 14-day withdrawal period, you then have 14 days from the date of your notification to send the item back.

For returns requested under our additional 30-day return policy, we will provide you with return instructions after receiving your request.

Please send returns to:

LOWPAL B.V.
[RETURN ADDRESS]
The Netherlands

Please keep your proof of postage until your return has been processed.

Return shipping

Unless the item is faulty, damaged, incorrect or we have agreed otherwise, the direct cost of returning your order is your responsibility.

We recommend using a tracked shipping method and keeping your proof of postage until your return has been processed.

Refunds

For returns made under our additional 30-day return policy, we will process your refund after your return has been received and inspected.

For statutory withdrawals, we will refund you no later than 14 days after you have informed us that you are withdrawing from the purchase. We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.

If you exercise your statutory right of withdrawal for your entire order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for a more expensive delivery method will not be refunded.

If you return only part of an order, the original delivery costs are not refunded.

If an item has been handled or used beyond what is reasonably necessary to assess it, we may make a reasonable deduction from your refund to reflect any resulting loss in value.

Refunds under our additional return policy after the statutory withdrawal period cover the purchase price of the returned item(s). Original delivery costs are not refunded unless required by law.

Exchanges

We currently do not process direct exchanges.

If you need another size or colour, please return the original item and place a new order. This helps us get the right product to you as quickly as possible.

Faulty, damaged or incorrect items

Something not right? Please contact us at info@lowpal.shop as soon as possible and include your order number and, where helpful, photographs of the issue.

If an item is faulty, damaged or incorrect, LOWPAL will cover the reasonable return shipping costs and arrange an appropriate solution.

Your statutory rights regarding faulty or non-conforming goods are separate from this return policy and are not affected by it.

Model withdrawal form

You may use the form below to exercise your statutory right of withdrawal, but you are not required to use it.

To:
LOWPAL B.V.
[ADDRESS]
returns@lowpal.shop

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):
Order number:
Ordered on / received on:
Name:
Address:
Date:

Signature (only if this form is submitted on paper):

Applicable law

This policy and purchases from LOWPAL are governed by Dutch law.

If you are a consumer residing in another country and mandatory consumer protection laws applicable to you provide additional rights, this choice of law does not deprive you of those mandatory rights.