Customer support
1 Ordering
1.1 Help to place an order

We are happy for you to assist you with your order.
For any question whatsoever, you can call us on + 31 (0) 599 858878.
Every day available between 10:00 and 19:00.
Outside these times, you can always try, but I can not guarantee that I am always able to answer the phone.
You can reach me by email at info@koelproduct.nl
Usually you will receive quick reply.
Finally, you can also use the form on this page to the right side to ask your question.

1.2 Minimum or maximum order amount
No, there is no minimum nor maximum order amount on www.koelproduct.nl
1.3 Combination of orders
After placing your orders, we regret that they cannot be combined any more. Of course you can always contact us via email info@koelproduct.nl to see what is possible to arrange manually.
1.4 Cancellation of orders
It is not always possible to cancel your order. Orders containing custom made products that have already gone into production can not be canceled. Kindly contact us via info@koelproduct.nl to discuss the possibilities.
1.5 Confirmations and invoices
We always sends you a confirmation and an invoice if you place an order. If you unfortunately do not receive it, please contact us at info@koelproduct.nl
1.6 Registration on the site
No, there is no registration required to become a client. Only if you wish so,  you can create an account so you can check out faster. You will then also be able to save multiple addresses, view and track your orders, and more, but this is not mandatory.
2 Payment
2.1 Payment methods
We offer a choice of the following payment methods: 
- By bank transfer. There's no extra charge. Our bank account is NL59 INGB0006200362, Petsonline, Rotterdam.
- By Ideal. You pay online by iDEAL (possible with almost all Dutch banks). There's no extra charge.
- Mr. Cash. 
- Credit Cards: Visa, Master Card and American Express.
- Sofort Banking.
2.2 iDeal payment
iDEAL is a safe form of internet banking where you are directed to the internet banking site of your bank during checkout.  In our checkout process you indicate to pay by iDeal.  In the familiar internet banking site of your own bank, you can pay your order safely. The payment details are already filled in for you. After you have received confirmation from your bank, you return to our website and you will receive a confirmation of your order. Since the iDEAL payment is processed immediately, the payment is immediately visible on your billing statement.
2.3 Payment by bank transfer

Yes, you can just pay in advance by bank transfer. Your invoice contains all necessary data such as invoice number, amount and our bank details. Below they are listed again: ING Bank, NL59INGB0006300362, BIC: INGBNL2A Petsonline, Stadskanaal.
Once we receive your payment on our bankaccount, we will ship your order.

2.4 VAT
Our published prices are inclusive of VAT.
3 Contact
3.1 Contact details

Koelproduct, part of Petsonline

Handelsstraat 40
9501 EV Stadskanaal

Phone: + 31 (0) 599 858878

Email: info@koelproduct.nl

Chamber of Commerce: 58866779

VAT: NL857128590B01

Bank: NL59INGB0006300362, BIC: INGBNL2A

4 Complaints
4.1 How to file a complaint
We take complaints very seriously and will do everything to solve the problem.
Kindly send us a full and clear description of your complaint in writing, by post or by email. Please include a picture, if possible.
We will always acknowledge receipt of your complaint and will respond to this within 14 days. Alternatively, you can also file your complaint at the Webshop Keurmerk, www.keurmerk.info
If a complaint can not be resolved by mutual agreement, there is a dispute resolution procedure in effect as described in Article 15 of the General Conditions.
4.2 How to report a faulty product
If you receive a faulty product, please contact us immediately by phone or email contact. We will do our outmost to send you a replacement as soon as possible.
5 Returns
5.1 How to return a product
Upon receipt of your product, you have 14 days to return it to us without giving any reasons (Article 6 of the General Conditions). Kindly inform us by email: info@koelproduct.nl
The cost of the return shipment are paid by the consumer.
Please note that there are a number of products for which this general rule does not apply:
- Customized products where the product is manufactured in accordance with the wishes of consumers per order. This applies, for example, to the handmade collars and leashes that are made per order. This also applies to custom made cushions, mattresses etc.
- Products that are clearly for personal use. 

In the description of an item it is mentioned if the product is exclusively handmade per order.
5.2 Return Shipping Address
Please contact us before you return a product: info@koelproduct.nl as the return address is not always the same adress as our offices.
5.3 Refunds
We will first check the returned goods for damages etc. We expect from you that the product and all accessories will be returned in the original packaging as much as reasonably possible,
We will refund you within 30 days.
5.4 Return shipping costs
For a normal return, if there is no case of failure or damage, you always pay yourself the shipping costs for the return shipment.
In case of a defect or damaged product, please contact us immediately to arrange shipment. Petsonline will pay the shipping costs in such cases.
6 Exachange goods
6.1 How to exchange a product

You can exchange a product without problems. For example if the size did not fit. We kindly ask you, before you return a product, to contact us about your wishes. by email to info@koelproduct.nl

The return procedure is as follows :
You send the product back to us : Handelsstraat 40, 9501 EV Stadskanaal, the Netherlands.
The cost of return shipment are paid by the consumer.

Please note that there are a number of products for which this general rule does not apply :
- Customized products where the product is manufactured in accordance with the wishes of the consumer. This applies to handmade collars that are made per order and to the cushions that are also made per order.
- Products that are clearly personal in nature, such as  the bronze animal statues and urns.

In the description of a product is always clearly mentioned if a product will be hand made manufactured per order.

We  will check the returned goods for damage etc. We expect from you that the product and all accessories will be returned to us in the original packaging.

In exchange for another item or size, we will send you a credit note for the returned products excluding the shipping costs and will make a new order for the desired product . Please note that any shipping costs for the new order will be calculated according to the normal rules

7 Shipping and shipping costs
7.1 Shipping of orders
If the item is in stock, it will be shipped within 2 to 5 business days. Usually the shipment will be done by PostNL who will deliver the package within 24 hours. You will receive the tracking code once your package is shipped so you can track the shipment. If a different method of shipping is used, we will contact you by email.
7.2 Shipping costs

Netherlands

We ship free within the Netherlands for orders above € 49.

For shipping orders under € 49 we charge € 4.95 shipping costs. Your order will be shipped per PostNL as a package , you will automatically receive a Track & Trace code once the parcel has been delivered to PostNL by us.

For some small products we offer you the opportunity to send it as a small mailbox parcel to you, for which service we charge € 3,50 shipping costs. You will receive a Track & Trace code. This is only possible for products that fit without problems in the mailbox (eg small collars, etc.). You will, if applicable, be offered this type of shipment in the cart.


Note : sometimes you will not receive Track and Trace code for a parcel, in which case your order will be sent directly by our supplier to you and we do not receive Track and Trace codes. In those cases, the courier is usually not postNL, but another courier company.

Belgium

For shipping to addresses in Belgium , we charge € 6.95 the shipping costs.
The shipment of orders over € 79 is free of charge.
Your order will be shipped per DPD as a package, you will automatically receive a Track & Trace code once the parcel has been delivered to DPD by us.

For smalls product we also offer you the opportunity to send it by regular letter to you, for a charge of € 5.00. As this is regular mail, you will not receive a Track & Trace code. This is only possible for products that fit without problems in the mailbox ( eg small collars ), in the order process you will be offered this option if it is possible.

Note : sometimes you will not receive Track and Trace code for a parcel, in which case your order will be sent directly by our supplier to you and we do not receive Track and Trace codes. In those cases, the courier is usually not DPD but another courier company .

Other countries

In the ordering process, you can have your order sent to almost any country in Europe by DHL or DPD. Based on your address, the system calculates the correct shipping costs.