The product didn't hold my dog, it's cracked or otherwise damaged. What should I do?

Send photos of the damage via the claim form. We will assess the cause and, depending on the situation, send a replacement or refund your money. Before submitting a claim, check: Suitability of the material for the intended purpose. For maximum strength, we recommend stainless steel or brass. The "Breaking load" value of the product — this is not the weight of the dog it should hold. A dog can generate more than ten times its own weight in pulling force, see What does the breaking load value mean. Condition of the product. Worn or weakened components (e.g., from dragging on asphalt) will fail faster. Regular inspection extends service life.

The snap hook or buckle won't open or close. What should I do?

This is usually caused by dirt or lack of lubrication. Follow these steps: If the product was in rain, let it dry thoroughly. Clean the spring area with a soft brush (an old toothbrush works fine) — mud in the mechanism is the most common cause. Apply a small amount of universal lubricant (e.g., WD-40) to the moving parts. Open and close several times to distribute the lubricant. If the problem persists, send photos or video via the claim form.

The shipment did not arrive on the expected date or got lost. What should I do?

First step: open the tracking link from the email we sent you after handing over the shipment to the carrier. There you will find the current location and status. Depending on what the tracking shows: The shipment is moving, just delayed. Wait — delays on the carrier's side occasionally happen, especially during holidays or bad weather. Tracking hasn't moved for a long time or the delivery date has already passed. Contact the carrier directly (contact details are at the tracking link). Carriers can best trace where the shipment got stuck. Tracking shows delivered, but you don't have the package. Check with neighbors, at reception, or in the vicinity — carriers sometimes leave packages in unusual places without notice. If nothing, contact us. You suspect the shipment is lost. Write to us via customer support — we have a colleague who handles these cases: she will trace the shipment with the carrier, open a claim, and arrange the next steps with you (replacement / refund).

Complaints & Returns

Use this page to report a defective or damaged product, or to return an item you no longer want. The steps and costs differ, so choose the relevant option below. Detailed conditions are in our returns and complaints policy.

Make a product claim

Submit a claim if:

The product has a manufacturing defect.
The product was damaged in transit.
The product does not match its description or the agreed specifications.

Claim procedure

Prepare your invoice or order number, the product codes, a description of the defect and clear photos or a short video.
Contact us using our online form.
Customer support will review the information and tell you the next steps. If a physical inspection is needed, we will ask you to send the product to us.

What helps us assess a claim

Inspect the parcel and products when they arrive. If the outer packaging is damaged, photograph it and ask the driver to record the damage before accepting the parcel.
Keep the invoice or order number. Registered customers can find both on the My Orders page.
Watch our video to find out what you can realistically expect from materials and finishes.

Return a product

EU consumers who buy online can generally withdraw from the purchase within 14 days of delivery without giving a reason. Exceptions apply; business purchases and made-to-order products may have different conditions. See the return policy.
Return the product with all supplied parts and accessories. You may handle it only as much as needed to inspect its nature, characteristics and function; further use can reduce the refund.
For a withdrawal, you pay the direct cost of returning the goods. If we accept a claim for a defective product, we cover the necessary return cost.
We normally assess returned goods within 10 business days after they reach us.

Return procedure for registered customers

Go to My orders.
Select Return next to the relevant order. If the button is unavailable, use the general return or claim form instead.
Then follow the steps in the interactive form.

Return procedure for unregistered customers

Open the form.
Fill out the form.
Print and sign the form.
Place the printed form and invoice in the box with the other items you are returning and send them to the following address:

Jan Grác - Pet Hardware
Grymovská 256/1a, 750 02 Přerov
Czech Republic

Frequently Asked Questions

Document the damage to both the packaging and the goods with photos and attach them to your claim.

Upon receipt (or as soon as possible), photograph both the damaged packaging and the product — photos of both are crucial for filing a claim with the carrier. Then fill out the claim form and attach the photos.

If the packaging was intact and only the product is defective, it is most likely a manufacturing defect — see I received a defective product. What should I do?

Was this answer helpful?

Send photos of the damage via the claim form. We will assess the cause and, depending on the situation, send a replacement or refund your money.

Before submitting a claim, check:

Suitability of the material for the intended purpose. For maximum strength, we recommend stainless steel or brass.
The "Breaking load" value of the product — this is not the weight of the dog it should hold. A dog can generate more than ten times its own weight in pulling force, see What does the breaking load value mean.
Condition of the product. Worn or weakened components (e.g., from dragging on asphalt) will fail faster. Regular inspection extends service life.

Was this answer helpful?

This is usually caused by dirt or lack of lubrication. Follow these steps:

If the product was in rain, let it dry thoroughly.
Clean the spring area with a soft brush (an old toothbrush works fine) — mud in the mechanism is the most common cause.
Apply a small amount of universal lubricant (e.g., WD-40) to the moving parts.
Open and close several times to distribute the lubricant.

If the problem persists, send photos or video via the claim form.

Was this answer helpful?

It depends on the extent of the defect. Our priority is functionality and durability — minor aesthetic imperfections that do not affect function are not automatically grounds for a claim. If a particular piece still doesn't suit you, send a photo via the claim form and we will assess it individually.

More about how different materials and surface treatments behave can be found in our educational video.

Was this answer helpful?

First step: open the tracking link from the email we sent you after handing over the shipment to the carrier. There you will find the current location and status.

Depending on what the tracking shows:

The shipment is moving, just delayed. Wait — delays on the carrier's side occasionally happen, especially during holidays or bad weather.
Tracking hasn't moved for a long time or the delivery date has already passed. Contact the carrier directly (contact details are at the tracking link). Carriers can best trace where the shipment got stuck.
Tracking shows delivered, but you don't have the package. Check with neighbors, at reception, or in the vicinity — carriers sometimes leave packages in unusual places without notice. If nothing, contact us.
You suspect the shipment is lost. Write to us via customer support — we have a colleague who handles these cases: she will trace the shipment with the carrier, open a claim, and arrange the next steps with you (replacement / refund).