Returns & Refunds

30-day returns

We want you and your dog to be happy with your order. You can return any item within 30 days of receiving your order (if it arrives in several parcels, from the day you receive the last one), even if you’ve simply changed your mind. (EU law gives you at least 14 days to cancel without a reason. We give you 30.)

How to return an item

Tell us within 30 days, by email to support@goldeneasepets.com or through our Contact page. Include your order number and the item you’d like to return. You can also use the withdrawal form in our Terms of Service, but you don’t have to.
Send the item back within 14 days of telling us, to:
GoldenEase, Nissumvej 27, 7620 Lemvig, Denmark

Return shipping

For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service. If your item arrived damaged, faulty or wasn’t what you ordered, we cover the cost.

Wrong size?

Return the wrong size as above, and we’ll send you the right size with free shipping. You pay the postage for sending the first one back. Not sure which size to choose? Write to us with your dog’s weight and breed and we’ll help before you order.

Refunds

We refund the price of the item and your original standard delivery cost, to your original payment method. We refund you as soon as possible and no later than 14 days after you tell us you’re returning it. We may wait to refund until we’ve received the item back or you’ve sent us proof that you’ve posted it, whichever comes first.

Condition of returned items

You can handle and try the product as you would in a shop. If it has been used more than that (for example worn outdoors, damaged or dirty), we may reduce the refund to cover the loss in value.

Damaged or faulty items

If something arrives damaged or isn’t working as it should, message us with a photo and your order number. You have a 2-year legal right to complain about faults. You can choose between a repair and a replacement. If neither is possible, you can get a price reduction or, if the fault is not minor, a refund. We cover the return cost for faulty items.