Returns policy
Last updated: 28 July 2026
No 14-day cooling-off period on engraved tags
Every Kwispel tag is engraved specifically for your dog. That makes it a custom-made, personalized good (Article 16(c) of the EU Consumer Rights Directive 2011/83/EU, as implemented in Dutch law), which is exempt from the standard right of withdrawal once production has started. You can't return an engraved tag simply because you changed your mind.
What can you return?
Regardless of the above, you're always protected by the statutory conformity guarantee: your tag has to do and be what you can reasonably expect. We always resolve the following free of charge, with a replacement or refund — your choice:
- The tag arrived damaged (e.g. in transit).
- The wrong name, size, color, or font was engraved due to a mistake on our end — not due to a mistake in what you entered when ordering.
- The tag is defective (e.g. the QR code doesn't work).
- You received the wrong tag.
How to report a problem
Email us as soon as possible, ideally within 14 days of receiving your order, at info@kwispel.net. Include your order number and, if relevant, a photo of the issue — that makes it immediately clear to us and speeds up resolving it.
Cancelling before production
Once your tag enters production we can no longer change or cancel the order — that step follows shortly after payment. Contact us as soon as possible if you want to cancel anyway; as a courtesy we'll try to make that possible while production hasn't started yet, even though we're not legally required to accept it.
Refunds
Refunds go back to the payment method you used, usually within a few business days of us confirming the issue.
See also our terms & conditions for the full warranty and liability provisions.