Returns & Complaints

Extended return

Introduction

You have the option to return your product to us within 21 days of delivery .

Your statutory right of cancellation remains unaffected. This is a voluntary and additional return window from SammyLunaDesigns.

Special Exclusions

Please note that individual product types may be excluded from return. For items excluded from this, we offer fair and comprehensive additional services instead - such as subsequent size adjustment.

Excluded items are:

• "Design-Your-Own" items: Configurator products that are manufactured according to individual customer specifications/requests.
• Custom-made products: Products that are made exactly to the customer's measurements and do not represent a general, offered "ready-made size". (No-pull collars, fixed/non-adjustable collars)
• Custom-made products: Products that have been manufactured according to the customer's personal wishes and are not part of the overall range listed.
• Sealed goods
• Personalized goods: names on collars, dog tags with personal engraving, etc.

item condition for return

If the returned goods are no longer in new condition, we expressly reserve the right to claim compensation for the loss in value. Of course, trying the item on your dog is perfectly acceptable. We would also like to give you the following advice:

• Size check: You should only test the item in the same way as you would normally do in a store
• Careful handling: Testing the article for its condition, properties and function should not go beyond what is necessary and should only be limited to what is absolutely necessary (touching, feeling, short fitting)
• Contamination/Damage: Please ensure that the goods are protected from contamination or damage (stains, extreme odor of cigarette smoke, dragging on the floor, etc.)

complaint

If you need to complain about an item, you can write to us at any time. We will always do our best to help you with your issue so that you are also satisfied with your SammyLunaDesigns product!

We would like to point out that some circumstances can be completely normal and can be easily solved with a small remedy.

The following circumstances do not constitute grounds for complaint:

• Sporadic squeaking of the carabiners
  This can happen if the carabiners are new and/or have been stored for a long time. (Production residues, dried-up lubrication, etc.) It can also happen that - similar to a car - the carabiner first has to be "run in". Remedy: Clean the carabiner with water and spray some grease spray into the entry to the spring. We recommend silicone spray from the hardware store. We are happy to help you with this. However, all of our carabiners are generally oiled again before shipping.
• Wear and tear of metal goods (carabiners, buckles, rings, etc.)
  The metal goods/saddlery goods, as well as the screws, are usually provided with a surface finish. This coating can wear off over time. Due to natural friction, this is unavoidable and is considered normal wear and tear. Depending on the intensity of use, this can happen more quickly or more slowly. Remedy: Silver and gold hardware are hardly affected by this. If in doubt, choose this hardware color.
• Fat leather patina formation (lightening, creases, folds, abrasion, scratches)
  Our naturally oiled leather forms a so-called "patina" over time. The formation of a patina is often desired and is a sign of quality. Remedy: For regular leather care, we also offer a leather care service .
• Real brass (golden products) darkening
  Real brass can darken over time due to oxidation. This is a completely natural process. Remedy: If you want gold hardware to shine like new again, you can use a special copper/brass cleaner or alternatively book our brass refresh service .
• Leaking oil/grease from the carabiner
  As a precaution, we grease each individual carabiner before it is shipped. Different lubricants may be used, which can add a little extra grease. (PTFE dry lubrication & silicone spray) Remedy: If the carabiner is a little greasy, simply wipe it with a normal household cloth and wipe it dry.

tolerance values ​​for custom-made products

Small tolerance deviations are almost unavoidable in handmade items due to production reasons. We do not work with large production facilities, but mostly manufacture according to tried and tested formulas and templates. We endeavour to deliver the ordered size as close and precisely as possible.

Dimensional deviations within the following tolerance values ​​do not constitute grounds for complaint. The right of withdrawal remains unaffected.

To measure the head and neck circumference, be sure to use our measuring instructions on the respective product page. We also offer printable templates as a backup for measuring an existing, suitable collar. These templates can be used to check the neck circumference of a closed collar.

(Version 2.2 from January 28, 2025)