Haus of walk hands free leash, designed for dog mums

Return and Refundation

PRODUCT RETURNS

According to the Law on Consumer Protection (Official Gazette of RS, No. 62/2014), purchases made through our online store are considered distance sales. In such cases, the buyer has the right to withdraw from the contract within 14 days from the day the product is delivered into the possession of the buyer or a third party designated by the buyer who is not the carrier. The buyer is not obligated to provide a reason for the withdrawal.

The right of withdrawal is exercised by submitting a withdrawal form. Please send us an email at contact@hausofwalk.com, and we will send you the form. The form must be completed with the relevant buyer and product information, printed, signed, scanned, and returned to contact@hausofwalk.com.

We will confirm receipt of the form without delay and send you instructions on how to return the goods. According to the Law on Consumer Protection, the cost of returning the product is borne by the buyer.

The buyer is obligated to return the product without delay and no later than 14 days from the day the withdrawal form was sent. After the 14-day period expires, the product can no longer be returned.

Only unused and undamaged products may be returned. Upon receipt of the product, it will be checked for condition and functionality. The buyer is responsible for any defects or damage resulting from improper handling. If it is determined that the product was damaged due to the buyer's actions, the refund will be denied and the product will be returned at the buyer’s expense.

The refund will be issued after receiving and verifying the condition of the returned product. The amount will be refunded to the buyer’s bank account provided in the withdrawal form.

 

 

PRODUCT COMPLAINTS

In accordance with the Law on Consumer Protection (Official Gazette of RS, No. 62/2014), Unlimited Marketing Solutions PR, on August 3, 2025, adopts the following:

COMPLAINT POLICY
Consumers have the right to submit a complaint.

Complaints may only be processed with a valid fiscal receipt (invoice). The seller is obliged to respond to a submitted complaint in writing or electronically within eight days from the date of receipt. The complaint must be resolved within 15 days. Haus of Walk products carry a warranty of 3 months.

The warranty does not cover damage caused by user error, improper handling, or wear and tear from regular use. In case of warranty terms violation, the consumer is obliged to cover the cost of repairs.

Consumers are required to keep the fiscal receipt.

If a defect cannot be resolved, the product may be replaced with the same or another product of equal or higher value with an additional payment.

If the defect cannot be repaired or the product cannot be replaced, the consumer is entitled to a full or partial refund, as agreed with the seller.

The warranty period begins on the date of the fiscal receipt.

The warranty does not cover damages caused by:

  • Mechanical, electrical, or other misuse

  • Unauthorized interventions or modifications

  • Transportation or handling costs related to complaints

  • Normal wear and tear

  • Use contrary to the product’s instructions

  • Dropping, breaking, or other mechanical damage

  • Moisture or water

  • Natural disasters such as fire, lightning, earthquakes, floods

  • Overheating

  • Use of incompatible products

  • Incorrect installation or dismantling

  • Modifications or repairs by unauthorized persons

  • Improper handling, usage, or storage

  • Any other cause not covered by this warranty

If the delivered goods are not in conformity with the contract, the consumer who informs the seller of the non-conformity has the right to request that the seller rectify it, free of charge, through repair or replacement, or to request an appropriate price reduction or contract termination. The seller is responsible for any non-conformity that appears within two years from the date of risk transfer to the consumer.

The consumer has the right to choose whether the non-conformity is resolved by repair or replacement.

If resolution is not possible, the consumer has the right to request a price reduction or to terminate the contract in the following cases:

  1. Non-conformity cannot be resolved by repair or replacement within a reasonable period

  2. The consumer is unable to exercise the right to repair or replacement, or the seller fails to do so in a reasonable timeframe

  3. Repair or replacement would cause significant inconvenience due to the nature or purpose of the goods

  4. Remedying the non-conformity imposes a disproportionate burden on the seller

Disproportionate burden is considered based on:

  1. The value the goods would have had if conforming

  2. The importance of conformity in the specific case

  3. The feasibility of rectifying the issue without significant inconvenience to the consumer

The consumer may request replacement, appropriate price reduction, or contract termination for the same or another non-conformity that appears after the first repair, with additional repairs allowed only with the explicit consent of the consumer.

Considering the nature of the goods and their intended use, repairs or replacements must be carried out within a reasonable period and without significant inconvenience to the consumer.

All necessary costs for bringing the goods into conformity, particularly labor, material, collection, and delivery, shall be borne by the seller.

For obligations arising from non-conformity, the seller has the right to claim compensation from the manufacturer or other suppliers in the supply chain.

These consumer rights do not affect the consumer's right to claim compensation for damages caused by non-conformity, in accordance with general liability rules.

Article 3
In the event of a complaint, the consumer may contact: contact@hausofwalk.com

Article 4
The seller will maintain records of received complaints, including all relevant consumer and complaint information.

The seller will maintain records of resolved complaints, including actions taken.

The seller will also maintain records of unresolved complaints, including reasons for failure to resolve.

Article 5
These rules are publicly available at www.hausofwalk.com, and the seller reserves the right to amend them.

In the event of changes, the seller will notify the consumer by publishing the new terms on www.hausofwalk.com.

If the consumer disagrees with the changes, they may submit a complaint in accordance with the Law on Consumer Protection and other applicable regulations in the Republic of Serbia.

If the consumer agrees with the changes, they are obliged to adhere to the updated rules.