Refund policy

Returns and Refund Policy

madelief-explores.com
Version: 20 June 2026

  1. Overview

At Madelief Explores, we make dog products such as leashes and collars by hand.

We want you and your dog to be satisfied with every purchase. Please read this policy carefully before placing an order.

  1. Statutory Right of Withdrawal of 14 Days

As a consumer, under European consumer law, Directive 2011/83/EU, implemented in Book 6 of the Dutch Civil Code, you have the right to withdraw from an online purchase within 14 calendar days, without giving a reason.

The withdrawal period begins on the day after you have received the order.

How do you exercise your right of withdrawal?

Send an email to info@madelief-explores.com with your name, order number and the statement that you are withdrawing from the purchase.

You will receive confirmation from us once the request has been processed.

Return the product within 14 days after your notification to the return address stated below.

Return Conditions

The product must meet the following conditions:

• Unused and undamaged
• All original labels still attached
• Packaged in the original or equivalent packaging
• Proof of purchase or order number included

Return costs: the shipping costs for returning the product are borne by the buyer, unless the product was delivered damaged or incorrectly, see Article 5.

  1. Personalised Products – No Right of Withdrawal

Pursuant to Article 6:230p(f) of the Dutch Civil Code, the right of withdrawal does not apply to products that have been specifically made to measure or personalised at the buyer’s request, such as:

• Collars or leashes with a name, text or logo
• Products made according to a size or specification provided by you

When placing a personalised order, you will be expressly informed of this.

By confirming the order, you give permission to start production immediately and declare that you understand that the right of withdrawal does not apply.

Handmade does not automatically mean personalised. Standard handmade products without your specific adjustments are still covered by the right of withdrawal.

  1. Commercial Return Policy – 30 Days

In addition to the statutory right of withdrawal, we offer a commercial return right of 30 days after receipt of your order. This applies to all standard non-personalised products that are unused and in their original condition.

This 30-day policy is an additional service and does not affect your statutory rights in any way.

How do you start a return?

Send an email to info@madelief-explores.com with your name, order number and, optionally, the reason for the return.

Wait for confirmation from us before sending the package.

Send the product to: [ENTER RETURN ADDRESS].

Items returned without prior notification and our approval will not be accepted and cannot be refunded.

  1. Damaged, Defective or Incorrect Products

Inspect your order immediately upon receipt. Have you received a damaged, defective or incorrect product? Please contact us within 14 days after receipt via info@madeliefexplores.com and include:

• Your order number
• A description of the problem
• Photos of the product and the packaging

We will resolve the problem free of charge through replacement or a full refund. The return costs for damaged or incorrect products are always borne by us.

  1. Non-returnable Products

The following products cannot be returned:

• Personalised products or products made to a specific size, see Article 3
• Products that have visibly been used or damaged by the buyer

Please note: sale products are still covered by the right of withdrawal and the commercial 30-day return policy. Discounts or sales do not affect your statutory rights as a consumer.

  1. Refund

After receiving and inspecting the return, we will inform you by email of the approval. Upon approval, you will receive the refund within 14 calendar days via the original payment method.

We are entitled to suspend the refund until we have received the return or until you have demonstrably shown that the package has been sent, whichever occurs first.

Processing times of banks and credit card companies may take several days. Have you still not received anything after 15 working days? Please contact us via info@madelief-explores.com.

  1. Statutory Warranty

In addition to this return policy, as a consumer you are entitled to a product that complies with the purchase agreement, Article 7:17 of the Dutch Civil Code. Defects resulting from material or manufacturing faults fall under this statutory conformity obligation. In the event of problems, always contact us via info@madelief-explores.com.

  1. Contact

Do you have questions about a return, refund or your order?

Email: info@madelief-explores.com
Telephone: +31642401519

We aim to respond within 2 working days.

This policy has been drawn up in accordance with European Directive 2011/83/EU on consumer rights and its Dutch implementation in Book 6 of the Dutch Civil Code.

Last updated: 20 June 2026