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Guarantee & Returns

Durability & Your Guarantee

We have taken the utmost care to produce quality products which we hope you enjoy for many years.

It almost goes without saying that one should exercise a degree of common sense when using ornate pet accessories. We encourage you to remove your dog’s collar under certain circumstances, for example if the dog scratches or is playing with other dogs. While our products are designed to be durable, they are not intended to be used in unsuitable situations. Some styles are more fragile than others and will not withstand biting, pulling or scratching, particularly from medium to large size dogs. Scratching to the surface of the crystal will diminish its brilliance and is not covered by guarantee. We want you to get many years of pleasure from your purchase so please take care to use it appropriately.

Our fine, handmade products are guaranteed to be free from defect in material and workmanship for one year from the date of purchase. Diamond Dogs (U.K.) Ltd. will replace or repair the product free of charge during this period, excluding normal wear and tear, and providing our care instructions have been adhered to. Damage sustained by unsuitable use are not covered by guarantee - these repairs are charged at cost. Should you require a repair outside the guarantee period they are undertaken at cost.

 In the unlikely event of a manufacturing fault we will either repair or replace the item, at our discretion. The definition of unsuitable use is determined by Diamond Dogs (U.K.) Ltd. Product assessment of returned articles is strictly according to our own experts.

Please note that The Koh-I-Noor Collection is outside the scope of our normal guarantee as it is designated Special Occasion use only.

Delivery & Returns

Please measure your pet as accurately as possible before ordering. Exchanges will incur additional carriage charges. However, should you need to return an item please follow these requirements:

1.)   It is essential to contact us in advance to find out if the item you wish to return or exchange can be accepted back. We will issue you with a returns note that must be completed for any item returned. Please e-mail your request to sales@diamonddogs.eu clearly stating the reason you would like to return an item.

2.)   All returns or exchanges must be in their original packaging, with all labels and tags intact, unused and in new condition. We cannot accept returns or exchanges for any merchandise that is not in its original new condition or that has had its labels and tags removed.

3.)   All articles are shipped direct via courier or via registered post from our Netherlands office. A signature will be required on delivery. If you are not at home to receive your parcel you will be left a notification to contact the carrier or to collect the package from your local post office. Please ensure you contact the carrier within 48 hours or collect your parcel within 7 days otherwise it will automatically be returned to us incurring extra postage charges.

4.)   If the box appears damaged at the time of delivery, do not sign for it or accept it. It will be returned to us and we will send you an exchange or credit.

5.)   In the unlikely event that the article you receive is in a damaged or faulty condition you must not use the item or remove the tags or labels. You must notify us within 48 hours of receipt to:  sales@diamonddogs.eu clearly stating the nature of the damage or fault. You are required to keep all the packaging for inspection. 

6.)   You must notify us within 30 days of placing your order if it has not arrived.

7.)   Refunds will be given in the form of store credit only. Credits are valid for one year from the date of issue. 

8.)   Custom order goods are not eligible for return or exchange. 

9.)   Shipping and handling charges are non-refundable.

10.) Due to strict health regulations carriers and beds cannot be returned or exchanged.

11.) For your security, please use an insured courier (ie: FedEx, UPS, DHL or insured post) to return any item. It is essential to keep your receipt and to use a service that requires a signature on delivery. Your contract for returning an item is with the carrier and not with Diamond Dogs (U.K.) Ltd., therefore, should the item get lost or damaged you will need to claim compensation directly from the carrier. We cannot be held responsible for returned articles that are lost or damaged in transit.

12.) Any item returned without an authorized Return Note will be returned to the customer at their own expense or incur a restocking fee of 50% of the value of the item. 

Shipping Charges

Postage and Insurance (up to 500 EUR) charges from the Netherlands to the following countries: 

Belgium, Denmark, Germany, France, Italy, Luxemburg, Austria, Spain and Sweden (excluding Faeroe Islands,Greenland, San Marino, Vatican City, Balearic Islands, Canary Islands, Gibraltar, Channel Islands)

up to 2kg:  15.30 EUR
up to 5kg:  21.80 EUR

to Bulgaria, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Poland, Portugal, Romania, Slovenia, Slovakia and Czech Republic

up to 2kg:  20.80 EUR
up to 5kg:  27.30 EUR

to Albania, Andorra, Bosnia-Herzegovina, Canary Island, Cyprus, Faeroe Islands, Gibraltar, Greece, Greenland, Iceland, Channel Islands, Croatia, Liechtenstein, Macedonia, Malta, Moldavia, Montenegro, Norway, Ukraine, San Marino, Serbia, Turkey, Vatican City, Russia and Switzerland

up to 2kg:  21.60 EUR
up to 5kg:  36.60 EUR

Rest of the World

up to 2kg:  32.10 EUR
up to 5kg:  36.60 EUR

 

For insurance up to 5,500 EUR add 5.50 EUR to above shipping rates.