Cancellation, Exchange & Return Policy

Cancellation Policy

Cancellations can be made before the product is dispatched. You can make the cancellation on the website or by sending us an email on os@dutchhollandia.com.

Due to the bespoke nature of our Custom Made products, we allow cancellation of such products until the confirmation call is made from our end. Once you confirm the order, it cannot be cancelled, as the manufacturing process begins as soon as the order is confirmed.

5 Day Exchange/Return Policy

Our aim is to give you an enjoyable shopping experience each time you visit us at www.dutchhollandia.com. In case you or your pooch are not fully satisfied with the purchase, you can return your order for a complete refund, seek an exchange of the product or ask for store credits equivalent to the order value within 5 working days from date of receipt of order, subject to certain terms and conditions listed below.

You may give us a call or whatsapp us on 8417911111 Monday to Saturday (between 9 am to 6 pm) or drop an email at os@dutchhollandia.com within 5 days of delivery of the order, stating any quality, size or packaging issue, along with a photo of the order (product and package).

Please note that the refund/return of the order is subject to approval from our QC team once we have received back the original product.

NO RETURN OR EXCHANGE REQUEST WILL BE CONSIDERED POST 5 DAYS FROM DELIVERY OF THE ORDER!

You can return the product by following a few simple steps:

  1. Place your item in its original packaging.
  2. Please mention your Order Number, Full Name and Mobile Number on top of the box and insert the original invoice along with a print out of the confirmation e-mail sent by our customer care.
  3. Make sure you seal it properly before couriering it to us on our address below:

DUTCH HOLLANDIA
13/397, CIVIL LINES, KANPUR-208001 (INDIA)
+91 8417911111

If sending the courier seems like a hassle, we are glad to arrange a pick up for the return/exchange of the product.

Please note, the shipping cost would be borne by the customer.

Terms for Return/Exchange

  1. We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):
    • Edible and perishable items like food, treats etc
    • Custom Made Products 
    • Beds, play pens, crates & carriers
    • Dog Toys & Cat Toys
    • Items purchased during sales and other promotional offers
  2. The return or exchange request of any product will be accepted only if the said product is returned in its original and saleable condition with the tags intact and in its original packaging, in an unused and undamaged condition.
  3. Refund/ replacement for goods/ merchandise is subject to inspection and checking by the Dutch Hollandia QC team. Any minor defect will be considered for repair and not replaced.
  4. Any product damaged due to negligence of customer, improper usage or application will not be covered under our Returns / Exchange Policy.
  5. Some special rules for promotional offers may override our 5 Day Return / Exchange Policy.
  6. No exchange or returns allowed for items purchased during Promotional Offers.
  7. Please note that the Cash on Delivery charge and the shipping cost for return/exchange courier would not be included in the refund value of your order as these are non-refundable charges.
  8. In case you wish to return a part of the order, in case multiple items are purchased in an order, you can do so. Any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
  9. Once your return request has been placed with us, you will get a confirmation mail on receipt of which you are requested to send the product back to us by using your courier service. The courier charges shall be borne solely by the customer. Once the item is received in our warehouse, it undergoes a Product Inspection which takes about 2 days. Typically the refunds/exchange are initiated within 2 days after product inspection. The receipt of the payment would depend on the mode of payment chosen by you. In case a product is exchanged, we will endeavour to deliver the replaced product to the customer within a period of one week.
  10. For Refund, the process is initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. The expected timeline for the refund is within 15 working days.
  11. For any queries on refund status, we will send information to our customers through emails at every step of the returns process so please check for the last update from us in your email. Depending on the mode of refund, the time taken for the refund to reflect in your account can vary. If you haven't received any update from us please write to us or give us a call.
  12. Exchanged product is dispatched as soon as the returned item/s has passed product inspection. Generally we won't take more than 48 hours after receipt of returned product. In case of any unexpected delay, we will keep you informed by email and/or SMS.
  13. Your exchange order value should be equal to or more than the return item/s value.