Complaints & Returns

Occasionally, you may find that the goods you have purchased do not suit you, or that there is a problem that requires a complaint. On this page, you will find all the information you need about our returns and complaints policy. We are here to help you through the process and answer any questions you may have. Your satisfaction is our motivation.

What do you want to solve?

  1. Claim goods
  2. Return goods

Claim goods

As a customer, you have the right to claim for defective goods if:

  • The product has a manufacturing defect or does not meet the specifications in the description.
  • The product was damaged in transit.
  • The product does not perform as expected.

Claim procedure

  1. Prepare the following documents for a quick processing of your claim: invoice number, description of the defect, photos or a short video of the defective product.
  2. Contact us using our online form.
  3. Our customer service will inform you of the next steps. We will do our best to resolve your complaint as quickly as possible. In some cases, we may need to send the defective product to us for further inspection.

Useful tips and advice

  • We recommend that you carefully inspect the goods immediately upon receipt and notify us as soon as possible of any damage.
  • Keep your invoice number as proof in the event of a claim. Alternatively, you can find it on the My Orders page.
  • Watch our video to find out what you can realistically expect from materials and finishes.

Return goods

  • You are allowed to return the product within 14 days without having to explain why.
  • Goods must be complete and undamaged.
  • Shipping costs associated with returning the goods are the responsibility of the buyer.
  • Your request will normally be processed within 10 business days of receipt of the returned item.

Return procedure for registered customers

  1. Go to My orders.
  2. Click the Return button on the order number line. If the button is not active, the item cannot be returned because the return period has expired.
  3. Then follow the steps in the interactive form.

Return procedure for unregistered customers

  1. Open the form.
  2. Fill out the form.
  3. Print and sign the form.
  4. 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

Please take photo documentation of the damage to the packaging and the goods themselves and attach it to the claim.

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If the product has failed and is cracked or otherwise damaged, we recommend the following steps:

  1. Make sure you are using the correct components in the manufacturing process. Make sure you have used quality, durable materials that are appropriate for the application. The strongest materials are stainless steel and brass.
  2. Remember that the breaking load does not indicate the weight of the dog the product is designed to support. Dogs can exert great force when pulling, up to ten times their weight.
  3. Inspect the condition of the product. Check to see if any components are excessively worn, damaged, or weakened. For example, the dog may drag the product on land, which can cause serious damage to the product. Check the condition of the product on a regular basis. This is the only way to ensure its safety and durability. Remember, nothing is durable forever.

If, in light of the above, your product has indeed failed and cracked or otherwise been damaged, we are very sorry for the inconvenience. Please send us photos of the damaged product so that we can analyze and determine exactly where the failure occurred. We will do our best to find a solution and offer you a remedy.

We will gladly replace the defective item with a new one or refund your money. Your satisfaction with our products is very important to us, so we will do our best to resolve the situation as best and as quickly as possible.

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If you cannot open or close the snap hook or buckle, we recommend the following procedure:

  1. Just as a bicycle chain requires regular maintenance and lubrication, the mechanism of a buckle or snap hook requires at least minimal care. If they have been in the rain or come into contact with water, allow them to dry thoroughly.
  2. Clean the spring area of any mud or dirt. Use a soft toothbrush or an old toothbrush to clean the mechanism of any debris that could cause it to jam.
  3. Apply a small amount of an all-purpose lubricant such as WD-40 to the moving parts.
  4. After applying the lubricant, try opening and closing the buckle or snap hook several times to distribute the lubricant evenly and allow it to penetrate the mechanism.

If the buckle or snap hook still sticks or does not work properly, we apologize for the inconvenience. Please send us photos or videos of the damaged product so we can analyze and determine exactly where the problem occurred. We will do our best to find a solution and provide you with a remedy.

Remember that regular maintenance and care of buckles and snap hooks will help extend their life and ensure proper function. Condition monitoring and timely maintenance will ensure trouble-free use and prevent unexpected complications.

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Like any craftsman in the world, we sometimes encounter minor aesthetic imperfections in our products. It should be noted that our main priority is functionality and quality, not aesthetic perfection. If we were to strive for 100% perfection, it would be reflected in the price of our products. However, if you find an imperfection that we should address, please send us a photo of it and we will do our best to resolve it. For information on returns, please see the Complaints & Returns section. To learn more about the quality and durability of each material and finish, please watch our educational video. Please note, however, that products with minor aesthetic imperfections that are fully functional may not automatically qualify for a return or replacement.

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First step: open the tracking link from the e-mail we sent you after handing the shipment over to the carrier. You'll see the current location and status there.

Based on what the tracking shows:

  • The shipment is moving, just delayed. Wait it out — delays on the carrier's side happen occasionally, especially around holidays or bad weather.

  • Tracking hasn't updated in a long time or the delivery date has passed. Contact the carrier directly (contact details are next to the tracking link). Carriers are best at finding out where a shipment got stuck.

  • Tracking shows delivered, but you don't have the parcel. Check with neighbors, at reception, or around the area — carriers occasionally leave parcels in unusual places without notice. If nothing, get in touch with us.

  • You suspect the shipment is lost. Contact us via customer support — we have a dedicated team member who handles these cases: they'll trace the shipment with the carrier, open a claim, and arrange the next steps with you (replacement / refund).

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