Delivery and Returns

National Delivery Germany

• Delivery in Germany is FREE for purchases over Euro 39.90. For other orders, Euro 4.95 shipping cost will apply.
• While we dispatch your order within 24 hours (subject to availability), the average shipping time is 1-3 working days.
• We use DHL and you will receive an e-mail confirmation when your parcel has been dispatched.

International Delivery

• Standard delivery inside the EU is FREE for purchases over Euro 99.90. For other orders, Euro 14,95 shipping cost will apply.
• Standard delivery for Switzerland is Euro 17,95.
• Standard delivery for the rest of the world is Euro 29.95. 
• International Delivery Charges differ for Retail shop owners. Please contact us for delivery charges.
• We use DHL for standard deliveries internationally.
• While we dispatch your order within 24 hours (subject to availability), the average shipping time is 10 - 14 days depending on the country you live in.
• In your e-mail confirmation you will find the tracking number of your parcel so you can track and trace it anytime.

Customs and Import Charges

• Depending on the country you live in, custom or import duties may arise. These charges have to be paid by the recipient of the parcel.
• Please contact your local customs for these charges, so you are not surprised by charges you were not expecting.

Delivery address

Your delivery address can be different from your billing address. So if it is more convenient to deliver to your work address or neighbor, not a problem. But we can not deliver to PO boxes for security reasons.

Order status

You will receive an e-mail to let you know that we received your order and you will receive another confirmation, once the order is dispatched. This will also provide you the information to track the parcel.

Returns

Please note: We can only accept returns for items purchased directly through our Max & Molly Online Shop.

Items purchased from another online retailer, one of our retail partners or a physical retail store cannot be returned to us. In this case, please contact the retailer or point of sale where you purchased the item directly.

If you would like to return one or more items purchased through our Online Shop, please follow these three steps:

1. Place the item(s) you wish to return in a parcel together with the delivery note or a note containing your order number.

2. Please ensure that the parcel is sufficiently prepaid and send it using a shipping provider of your choice. You are responsible for the return shipping costs. Parcels sent without sufficient postage will not be accepted.

3. Send your return to:

LOGISTIK SERVICE NORD e.K.
c/o Max & Molly Urban Pets
Werkstraße 8
24955 Harrislee
Germany

Please note: Without a delivery note or order number, we may not be able to clearly identify your return, which may result in delays in processing.

We recommend using an insured shipping service with tracking.

Conditions for Returns

Items must be returned clean, dry, complete and in their original condition.

• All tags, labels and hangtags must still be attached or included.

• The original packaging, where available, must be returned with the item.

• Items must be free from hair, stains, dirt and odours.

• Items must not show any scratching, chewing, washing or other signs of use, damage or alterations.

Used, soiled or damaged items are excluded from return.

All returns will be inspected upon receipt.

In the event of dirt, odours, hair, damage or other signs of use, we reserve the right to reject the return or, where applicable, charge any cleaning or reconditioning costs incurred.

Additional Information for Dog Beds

Please check the size, colour, material and condition of the dog bed before allowing your furry friend to use it.

If the condition of the dog bed requires cleaning or reconditioning, we reserve the right to charge the corresponding costs of up to €150 or reject the return.

Exchanges

If you require a different size, colour or design, please return the unsuitable item and place a new order.

Please understand that we do not offer direct exchanges.

The return procedure and conditions described above apply.

Incorrect, Damaged or Faulty Item in Your Parcel

Customer satisfaction is our highest priority. If you have received an incorrect, damaged or faulty item, please contact our customer service team at:

contact@max-molly.com

Please have the following information ready:

• Your order number

• The item you were supposed to receive

• The incorrect or faulty item you received

• A brief description of the issue

• Photos of the item and, where applicable, the packaging

We will review your request and inform you about the next steps and how to return the item.

Your statutory warranty rights remain unaffected.

Refunds

If you fully withdraw from your order, we will refund all payments received from you, including the cost of our least expensive standard delivery option.

Any additional costs resulting from your choice of a more expensive delivery method will not be refunded.

For a partial return, we will refund the purchase price of the returned items. The original shipping costs will not be refunded if the same shipping costs would also have applied to the items you keep.

Refunds will generally be made to the same payment method used for your original order.

Please note: Your refund can only be issued to your chosen payment method once your return has been received and processed by us. Please allow up to 3 business days from receipt of the returned goods for processing. Statutory refund deadlines remain unaffected.

Cancellation Policy: Consumers have a fourteen-day right of withdrawal.

Cancellation Policy: Right of withdrawal You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods. To exercise your right of withdrawal, you must inform us (Max & Molly Urban Pets GmbH, Lise-Meitner-Str. 1, 24941 Flensburg, Germany, contact@max-molly.com, Phone: 046140834403) by means of a clear statement (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. You can use the attached sample withdrawal form, but this is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Consequences of withdrawal If you withdraw from this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us or Max & Molly c/o Logistik Service Nord (Werkstraße 8, 24955 Handewitt, Germany) without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. The right of withdrawal does not apply to the following contracts:

Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Sample Withdrawal Form: (If you wish to withdraw from the contract, please fill out this form and return it.)

• To Max & Molly Urban Pets GmbH, Lise-Meitner-Str. 1, 24941 Flensburg, Germany, contact@max-molly.com
• I/we () hereby give notice that I/we () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*)
• Ordered on ()/received on ()
• Name of the consumer(s)
• Address of the consumer(s)
• Signature of the consumer(s) (only if this form is notified on paper)
• Date (*) Delete as appropriate.

Refund

You will receive the refund through the same payment method the purchase was made with.