The StadPaws 14-Day Paws-Back Guarantee

Our 14-Day Money-Back Guarantee (Bedenktijd)

Buying for your pet online can feel like a bit of a gamble – especially when you live in a smaller city apartment and every item has to earn its place. That’s why StadPaws follows the 14-day legal cooling-off period (bedenktijd) under EU and Dutch law.

We keep it simple, honest, and clear.

What the guarantee means

  • You have 14 days from the day you receive your order to decide if you want to keep your products.
  • If it’s not a match – for your pet, your home, or your style – you can change your mind within those 14 days and request a refund.
  • At the moment, we only offer this 14-day statutory money-back guarantee. There is no extended return window beyond what the law already gives you.

Conditions in plain language

To respect both you and future customers, we ask that:

  • You handle products gently, as you would in a physical store.
  • Items are clean, undamaged and complete, ideally in their original packaging.
  • Visible signs of heavy use or damage may reduce the amount we can refund.

For hygiene-sensitive items (for example, certain textiles or bedding):

  • You may open the packaging only as far as needed to check material, color and size.
  • If these products are clearly used in a way that goes beyond “trying at home”, we may not be able to accept them back unless they are faulty.

If a product arrives damaged or develops a defect that shouldn’t be there, that falls under your legal guarantee, which applies separately from the 14-day bedenktijd. In that case, always contact us – even if the 14 days have passed.

Who pays for what?

We believe in no price surprises:

  • All prices on our site already include VAT and mandatory costs.
  • Standard shipping within the Netherlands is currently free – our treat.

If you use the 14-day guarantee just because you changed your mind:

  • You are responsible for the cost of sending the products back to us, unless we clearly state otherwise for a specific product or promotion.

If the product is faulty or we made a mistake, we’ll of course sort it out at our expense.

How to use your 14-day guarantee

To officially start a return or money-back request under the 14-day Paws-Back Guarantee, we need an email from you so we have a clear, dated record.

  1. Send us an email within 14 days of receiving your order to:
    contact@stadpaws.com
    1. Please use the subject line exactly like this:
      Paw-Back Guarantee Appeal - [Your Order Number]
      (For example: “Paw-Back Guarantee Appeal - #SP12345”)
  2. In the email, include:
    1. your full name
    2. your order number
    3. which item(s) you’d like to return
    4. (optional) a short note on why it wasn’t a match – this helps us improve.
  3. We’ll reply with simple return instructions (return address, label details, and any specifics for that product category).
  4. Send the products back within 14 days after the date you emailed us your Paw-Back Guarantee appeal.
  5. Once we receive and check the products, we’ll issue your refund using the same payment method you used for the order. We aim to process refunds quickly and always within the legal deadline.

You’re always welcome to ask quick questions via our contact form or Instagram DMs (@stadpawsco), but to actually activate your 14-day money-back guarantee, we must receive the email with the subject line:
Paw-Back Guarantee Appeal - [Your Order Number]

Short version

  • 14 days to change your mind.
  • To use the guarantee, send an email with subject “Paw-Back Guarantee Appeal - [Your Order Number]” within those 14 days.
  • No hidden VAT or extra mandatory costs – the price you see is the price you pay.
  • Free standard shipping in the Netherlands from us to you; return shipping is usually for you, unless there’s a fault.
  • Fair, clear, and made for real city pet parents who just want things to work.