Refund policy
Last updated: August 28, 2026
This Return & Refund Policy explains the statutory right of withdrawal, return process, refunds, and handling of damaged, defective, or incorrect items purchased from whiskerlab.shop.
WhiskerLab is an online pet-supplies store. By placing an order, you acknowledge and agree to the terms below.
Nothing in this policy limits any mandatory rights you may have under applicable German or European Union consumer law.
14-day right of withdrawal
If you are a consumer, you have the right to withdraw from your purchase contract within 14 days without giving a reason.
The withdrawal period ends 14 days after the day on which you, or a third party named by you other than the carrier, receives the goods.
If items from one order are delivered separately, the withdrawal period begins on the day you, or the third party named by you, receives the final item or shipment.
To exercise your right of withdrawal, notify us before the 14-day period ends. You can do this by:
- Using the electronic withdrawal function available on whiskerlab.shop.
- Sending an email to support@whiskerlab.shop.
- Calling +49 30 57439843.
- Sending a written withdrawal declaration to our address.
Your withdrawal notice should clearly state that you wish to withdraw from the purchase contract. You do not need to give a reason.
How to return an item
After you notify us that you wish to withdraw from your order, you must return the item without undue delay and no later than 14 days after sending your withdrawal notice.
Before sending a return, contact us at:
Email: support@whiskerlab.shop
Phone: +49 30 57439843
Please include:
- Your order number.
- The item or items you wish to return.
- Your preferred contact email.
We will provide return instructions and the applicable return destination for your order.
Do not send any product to our address before contacting us and receiving written return instructions. Our address is not a public storefront, warehouse, customer collection point, or automatic return address.
Condition of returned goods
You may inspect and handle goods only as you would be allowed to do in a physical shop to establish their nature, characteristics, and functioning.
Please return products with all included parts, accessories, and instructions. Where reasonably possible, return items in their original packaging. Original packaging is helpful for safe transport but is not required for you to exercise your statutory right of withdrawal.
You may be responsible for a reduction in value if an item has been handled beyond what is necessary to inspect it.
For pet supplies, this may include:
- Excessive wear or use.
- Soiling or pet hair.
- Washing or cleaning that goes beyond normal inspection.
- Chewing, scratches, tears, or other damage.
- Missing accessories, instructions, or included components.
- Alterations that make the product unsuitable for resale.
Hygiene-related items
For health-protection or hygiene reasons, the statutory right of withdrawal may not apply to certain products supplied in sealed packaging if the seal has been removed after delivery and the legal conditions for this exception are met.
This may apply to certain sealed pet-care, grooming, dental-care, feeding, or hygiene-related products.
The hygiene exception does not apply automatically only because a product is a pet product, has been opened, or comes in ordinary packaging. Each request will be assessed fairly and in accordance with applicable law.
Your rights relating to damaged, defective, incomplete, incorrect, or materially misrepresented products remain unaffected.
Refunds
If you validly withdraw from a purchase contract, we will refund the payments received for the returned item or items.
We will also refund the delivery cost for the least expensive standard delivery option offered for your order.
Our standard delivery option is:
Free Shipping
Estimated transit time: 5–8 business days
Cost: Free
If you selected Express Shipping, the additional Express Shipping charge is not refundable beyond the cost of the free standard delivery option.
Our Express Shipping option is:
Express Shipping
Estimated transit time: 3–5 business days
Cost: €4.99
We will process your refund without undue delay and no later than 14 days after receiving your withdrawal notice.
We may wait to issue the refund until we receive the returned goods or until you provide proof that you have sent them back, whichever happens first.
Approved refunds are issued to the original payment method used at checkout unless you expressly agree to another method.
We do not charge a restocking fee for a valid statutory withdrawal.
Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, incomplete, incorrect, or materially different from its product description, contact us as soon as reasonably possible after delivery.
Email: support@whiskerlab.shop
Phone: +49 30 57439843
Please provide:
- Your order number.
- A clear description of the issue.
- Clear photographs of the item, packaging, and shipping label.
- A short video where useful to show a functional problem.
We will review the issue and provide an appropriate remedy under applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, refund, or return instructions.
For confirmed damaged, defective, incorrect, or materially misrepresented items, we will provide appropriate return instructions. You will not be required to pay return costs where the issue is confirmed to be our responsibility.
Do not dispose of a damaged, defective, or incorrect product before we have reviewed the issue and provided instructions, unless disposal is necessary for safety reasons.
Nothing in this policy limits your statutory rights regarding defective goods.
Exchanges
We do not guarantee direct exchanges.
If you need a different size, colour, or product, you may withdraw from an eligible purchase within the applicable withdrawal period and place a new order.
If an item is damaged, defective, or incorrectly supplied, contact us before placing a new order so we can review the appropriate solution.
Order cancellations
Contact us as soon as possible if you wish to cancel an order.
Email: support@whiskerlab.shop
Phone: +49 30 57439843
We will try to assist, but cancellation cannot be guaranteed after an order has entered processing, packing, or dispatch.
If an order has already been dispatched or delivered, you may still have the statutory right of withdrawal described in this policy.
Shipping options
WhiskerLab currently offers the following shipping options:
Free Shipping
Estimated transit time: 5–8 business days
Cost: Free
Express Shipping
Estimated transit time: 3–5 business days
Cost: €4.99
Delivery estimates are transit-time estimates and do not include any applicable order-processing time. Business days do not include weekends or public holidays.
The shipping option selected at checkout appears in your order confirmation. If a specific order has a different confirmed delivery estimate at checkout, that checkout information applies.
Our address
WhiskerLab is an online-only store. Our address is not a public storefront, retail location, customer collection point, or automatic return address.
Our address is:
WhiskerLab
Frankfurter Allee 54
10247 Berlin
Germany
Contact us before sending anything to our address. Do not send returns, exchanges, damaged items, packages, or other products to this address unless our support team provides written instructions confirming that it is the correct destination for your order.
Contact us
If you have questions about withdrawal, returns, refunds, damaged items, or product support, contact:
WhiskerLab
Email: support@whiskerlab.shop
Phone: +49 30 57439843
Our address:
Frankfurter Allee 54
10247 Berlin
Germany
Customer-support hours are Monday–Friday, 9:00 AM–5:00 PM Central European Time or Central European Summer Time, as applicable.
We aim to respond to most customer enquiries within 1–2 business days.