Returns made easy

• You can return your delivery within 14 days of receiving the goods (an exception is the extended right of withdrawal for the KUDDE dog bed)
• Used, soiled or damaged goods are excluded from return
• Unpaid parcels will not be accepted
• We recommend that you send the return with a tracking number to ensure traceability (you can read why this is so important below under shipping costs)
• A direct exchange of a returned item is unfortunately not possible
• Note: Free items from promotions or newsletter registrations will be charged if the minimum order value is not met, unless they are returned as well
  

Our 100-day trial sleep applies to the KUDDE dog bed: Your dog can get used to its new bed during this time. If it doesn't accept it, you can return it free of charge within 100 days. The purchase price will be fully refunded in compliance with the warranty conditions.

KUDDE dog beds in S - L:

• Please clean your KUDDE and remove all dog hairs, then pack it in the original box of your delivery or use another suitable box (Attention: Please do not use packing paper or tape under any circumstances).
• To optimally protect the foam core of your KUDDE from transport damage, we recommend leaving the cover on during transport.

KUDDE dog beds in XL - XXL:

• VERY IMPORTANT: Please wait to return the KUDDE until you have received a return bag from us. The dispatch of the return bag was automatically triggered by your return registration.
• Please clean your KUDDE and free it from all dog hairs. Then vacuum the foam core according to the instructions on the vacuum bag. IMPORTANT: The cover for the KUDDE must not be vacuumed. Before packing, please remove any signs of use, such as dog hairs, etc.
• Please pack the vacuum bag with the shrunk foam core and the folded cover into the original box of your delivery (Attention: Please do not use packing paper or tape under any circumstances).

We will promptly check the returned KUDDE upon receipt of your shipment. In case of severe soiling or damage, we reserve the right to charge a cleaning fee of up to €150.00 or to reject the return.

You generally bear the costs for the return yourself. For returns from Germany and Austria, you can create a discounted shipping label with DPD or DHL in our returns portal.

Our tip for your self-post: We strongly recommend sending your package as an insured parcel with a tracking number. This way, we (and you!) can always see where your return is currently located. If you choose uninsured shipping (e.g., parcel or letter), the risk lies with you. In case of loss, we can initiate an investigation together, but in this case, neither the shipping service provider nor we are liable or obliged to reimburse.

Exceptions:

• KUDDE Dog Bed: We cover returns within Germany and Austria once per customer within the scope of the 100-day trial sleep and only for the first KUDDE order. Please use our returns portal for this.
• Justified Complaints: Please register every justified complaint in advance via our returns portal. Customers from Germany and Austria can create a free shipping label via DHL or DPD directly in the portal after review by customer service. For international returns, we also cover the costs, provided the complaint has been registered in the portal beforehand and you have contacted us in advance. Please note that we unfortunately cannot reimburse shipping costs that have been independently paid in advance.

Returns should only be sent to our logistics partners:

L.I.T. eCommerce Solutions GmbH
c/o SABRO GmbH
Feuchtwanger Str. 11
90574 Roßtal, Buchschwabach
Germany

Please note that our office address in Rosengarten cannot accept returns. If a return is nevertheless sent to our office address instead of the logistics address mentioned above, we will have to deduct a processing fee of 15 Euros from the refund amount due to the high additional manual effort and costs for onward transport to the warehouse.

Yes, you can return your B-stock items if the received item does not meet your expectations. Please note that return shipping costs for B-stock items are to be borne by the customer.

The statutory right of withdrawal applies to all B-stock items. Special regulations apply exclusively to A-stock items!

Please allow up to 10 days for your return to be processed after we receive the goods. We appreciate your patience. Once we have processed your return and issued a refund, you will receive an invoice correction for your records. The refund will be issued via the same payment method used for the original purchase. Depending on your payment provider, this may take another 1–3 business days.

You can report your concern in our returns portal under the reason "Wrong delivery / missing item".

• For this, you will need your order number (6-digit sequence of numbers) and the email address you used to place the order.
• Select the affected item, whether it was delivered incorrectly, is damaged, or is missing.
• Provide us with a brief explanation of the problem (e.g., which item was delivered incorrectly or is missing) and provide us with the necessary images.

Even if items are missing, images of the package and the received contents are necessary!

• Without images, the case cannot be registered.
• Our customer service team will address your concern as quickly as possible and keep you updated via email.

If you have any questions, please send an email to sabro@sabro.de, our customer service team will be happy to help you.

In the case of a refund, we will refund the amount already paid to you via the original payment method used (e.g. PayPal, credit card or bank transfer).

A shop credit will be issued to you as credit for our online shop. This can be redeemed with a future order and is not tied to a payment method.

The type of customs declaration affects how your return is delivered:

CN22 customs declaration: This simple customs declaration is often used for small shipments. In this case, it may happen that the return does not arrive directly at our logistics partner, but is only made available for collection. Direct collection by us is not possible. Therefore, such shipments may be sent back to you, and unfortunately, no refund will be issued.

CN23 freight documents: This option ensures that your return arrives safely and directly at our fulfillment partner.

Our tip: It is best to send returns from Switzerland with CN23 freight documents to ensure everything runs smoothly.