Last updated: [2026-06-18]

This Refund & Returns Policy applies to orders placed through DistinguishMe.eu. Nothing in this policy limits mandatory consumer rights that apply under applicable law.

RIGHT OF WITHDRAWAL AND RETURNS

Eligible items may be returned within 14 days from the day on which the customer, or a person nominated by the customer other than the carrier, receives the goods.

Consumers who have a statutory right of withdrawal may withdraw from a purchase within 14 days without giving a reason, except where a legal exception applies.

To exercise your right of withdrawal, you may use our Withdraw from contract form or send us a clear statement by email to info@distinguishme.eu confirming that you wish to withdraw from your purchase.

If an order is delivered in several shipments, the withdrawal period begins on the day you receive the final item from that order.

After notifying us of your decision to withdraw, you must send the item back without undue delay and no later than 14 days after submitting your withdrawal request.

RETURN INSTRUCTIONS

After receiving your withdrawal request, we will provide return instructions and the return address.

Please include your order number inside the parcel or clearly state it on the shipping label so that we can identify and process the return correctly.

We strongly recommend using a tracked shipping service and keeping all proof of return shipment until the return has been completed.

RETURN SHIPPING COSTS

For eligible returns of non-defective items, including cases where an item does not fit, does not suit your preferences, or is no longer wanted, the direct cost of return shipping is the responsibility of the customer.

If an item is damaged, defective, incorrect, or there has been an error on our side, please contact us before returning it at info@distinguishme.eu. Please include your order number and clear photographs of the issue.

Where appropriate, we will provide suitable return instructions, cover reasonable direct return costs, replace the item, or offer another appropriate solution.

CONDITION OF RETURNED ITEMS AND LOSS OF VALUE

Customers may inspect or try an item only to the extent necessary to check its nature, characteristics, size, fit and functionality, as they would in a physical shop.

For pet accessories, this means a careful indoor fit check only.

Items must not be worn outdoors, used during walks, feeding, bathing, swimming, training, extended wear, or any other regular use before being returned.

Returned items should be clean and free from pet hair, odours, stains, washing, damage, alterations, or signs of wear. They should be returned with all original components and, where reasonably possible, in the original packaging.

If an item has been handled beyond what is necessary to inspect or try it, including where it has been worn outdoors, used, soiled, washed, damaged, altered, or is no longer suitable for resale as new, we may reduce the refund to reflect the actual loss in value.

Where an item has lost its resale value entirely, the refund may be reduced by up to the full value of the affected item.

We may document the condition of returned items with photographs or video upon receipt.

REFUNDS

Refunds are processed without undue delay and in accordance with the applicable statutory time limits.

For returned goods, we may withhold reimbursement to the extent permitted by applicable consumer law until the return and reimbursement requirements have been met.

Refunds are issued using the same payment method used for the original purchase, unless another method has been agreed with you.

Where required by applicable law, a full withdrawal from an order includes reimbursement of the cost of the least expensive standard delivery option offered by us.

Any additional cost resulting from a delivery upgrade selected by the customer, including express delivery, priority shipping, courier upgrades, or another premium delivery service, is not refundable.

For partial returns, original delivery costs are not refunded unless required by applicable law.

PERSONALISED AND CUSTOM-MADE ITEMS

The right of withdrawal does not automatically cease simply because an item is handmade or prepared after an order is placed.

However, products made to the customer’s specifications, clearly personalised, or individually tailored to the customer’s specific needs may not be eligible for withdrawal where the applicable legal exception applies.

This may include, for example, items made to non-standard individual measurements or items with personalised names, text, or other clearly individualised elements.

Selecting from our standard sizes, colours, hardware options, or other standard product options does not automatically make an item non-returnable.

This does not affect your rights if an item is damaged, defective, or incorrect.

EXCHANGES

If you would like to exchange an item for a different size, colour, design, or style, please contact us first at info@distinguishme.eu.

In many cases, the fastest option is to place a new order for the desired item and return the original eligible item in accordance with this policy.

CONTACT US

For questions about withdrawals, returns, exchanges, damaged items, or refunds, please contact us at:

info@distinguishme.eu