Inquiry - Return / Exchange

Would you like to return an item, exchange a size or report a fault? Find the relevant process below. You can use the form on this page for return and exchange enquiries.

Statutory right of withdrawal: 14 days

As a consumer, you generally have 14 days to withdraw from an online purchase without giving a reason. Our withdrawal policy explains when this period starts, the statutory exceptions and the full conditions.

A clear statement is sufficient to exercise your right of withdrawal, for example an email to mail@iq-dogsport.de. You do not have to use our enquiry form or obtain prior approval. After notifying us of your withdrawal, you generally have another 14 days to send the goods back.

You may inspect the goods as necessary to establish their nature, characteristics and functioning. A missing tag or signs of use do not automatically remove your statutory right of withdrawal. Handling beyond this may result in liability for diminished value where the statutory conditions are met.

Additional voluntary returns within 30 days

In addition to the statutory right of withdrawal, we offer consumers a voluntary return period of 30 days from receipt of the goods. Trying an item on is allowed; however, goods returned under this voluntary offer must not have been used for training or walks.

For voluntary returns, goods must be complete, unwashed and undamaged, with all original tags still attached. They must be free of signs of use, dirt, food residue, animal hair and odours. Food, treats and personalised or individually made products are excluded from this additional offer.

These additional conditions apply only to voluntary returns. Your statutory right of withdrawal and your rights concerning faulty goods remain unaffected. See our return policy for the complete process.

Need a different size?

Tell us your order number, the item and the size or version you would like. We will confirm availability and the process with you. The first exchange within Germany is free of charge. Further exchanges incur charges, which we will agree with you in advance.

Return shipping costs and labels

When exercising the statutory right of withdrawal, you generally bear the direct return shipping costs as set out in our withdrawal policy. Our shipping policy explains the applicable return and exchange costs and conditions. We can provide return labels only for Germany. We do not cover shipping costs for voluntary returns or exchanges from outside Germany.

Statutory rights apply if goods are faulty; we bear the necessary costs of bringing the goods into conformity. Please see the following section.

Damaged, faulty or incorrect item?

Contact us via our complaints page or email mail@iq-dogsport.de. Please provide your order number and describe the issue. Photos may help us assess it more quickly. Your statutory rights concerning faulty goods apply independently of our voluntary return offer.

Books, food and training treats

Consumers generally have a statutory right of withdrawal when buying ordinary printed books online. Books are not subject to a blanket exclusion.

For food and training treats, the statutory right of withdrawal depends on the legal conditions and any exceptions applicable to the particular product. These products are excluded from our voluntary 30-day return offer. Your rights concerning faulty goods remain unaffected.

Return address

IQ Dogsport GmbH
Langenwiesen 2
85276 Pfaffenhofen an der Ilm
Germany

Please include your order number so that we can identify your return. Our withdrawal policy explains the statutory refund deadlines and repayment details.

Business orders

The statutory consumer right of withdrawal and our voluntary 30-day return offer apply to consumers. For business orders, voluntary returns and exchanges are governed by the agreements made in each case. Statutory rights concerning faulty goods remain unaffected.

File uploads are optional

You do not need to upload any files for a standard return or a size exchange. Please provide your order number and describe your request in the form.

If you would like to show damage, a fault or an incorrect item, photos may help: use the first field for a photo of the whole item and the second for a close-up of the affected area or the incorrect item. Both upload fields are optional.