Refund policy
Returns & Refunds Policy
Last updated: July 17, 2026
At Silver Whiskers, we want you and your dog to be completely happy with your purchase. If something isn't right, here's how returns and refunds work.
1. Return Eligibility
You may return eligible items within 14 days of receiving your order, in accordance with applicable European consumer protection laws.
Where reasonably possible, returned items should be:
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in their original condition;
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returned in their original packaging; and
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accompanied by all accessories, instructions, and other items originally supplied.
You are responsible for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning. Where applicable, we reserve the right to reduce the amount of the refund to reflect such diminished value, as permitted by applicable law.
Please contact us at info@silverwhiskers.eu before sending any item back so that we can provide you with the appropriate return instructions.
2. Non-Returnable / Hygiene-Sensitive Items
The right to return does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery, in accordance with applicable consumer protection laws.
This includes, but is not limited to:
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Shampoos
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Paw balms
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Nose balms
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Other sealed hygiene-sensitive pet care products
For other products, return eligibility may depend on the condition of the item and the circumstances of the return. If you're unsure whether a product can be returned, please contact us at info@silverwhiskers.eu before opening or using it. We'll be happy to advise.
3. How to Request a Return
To request a return, please email us at info@silverwhiskers.eu within 14 days of receiving your order, including:
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your order number; and
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if applicable, the reason for your return.
Once we receive your request, we'll provide you with the appropriate return instructions, including the return address and any additional information you may need.
4. Who Pays for Return Shipping
If you are returning a product because you have changed your mind, you are responsible for arranging and paying the return shipping costs.
If you received the wrong product, or your order arrived damaged or defective, we will arrange or reimburse the reasonable return shipping costs and, where appropriate, repair, replace, or refund the product in accordance with applicable consumer protection laws.
5. Refunds
Refunds will be issued to your original payment method in accordance with applicable consumer protection laws.
Where the right of withdrawal applies, refunds will be processed within 14 days of receiving the returned goods or evidence that the goods have been returned, whichever occurs first.
Please note that the time it takes for the refunded amount to appear in your account may vary depending on your payment provider.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at info@silverwhiskers.eu as soon as reasonably possible, providing:
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your order number;
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a description of the issue; and
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where possible, photographs of the product and its packaging.
We'll assess your claim and, where appropriate and in accordance with applicable consumer protection laws, repair, replace, or refund the product at no additional cost to you. Where the product needs to be returned because it is damaged, defective, or incorrect, we will arrange or reimburse the reasonable return shipping costs.
7. Order Cancellations
If you wish to cancel or amend your order, please contact us as soon as possible at info@silverwhiskers.eu.
If your order has not yet been prepared for dispatch, we will make every reasonable effort to accommodate your request. However, once your order has been prepared for dispatch or shipped, we may no longer be able to cancel or modify it.
8. Exchanges
We do not offer direct exchanges.
If you would like a different product, size, or colour (where applicable), please return the original item in accordance with this Returns & Refunds Policy and place a new order through our Site.
9. Contact Us
If you have any questions regarding returns or refunds, please contact us:
MB Silver Whiskers
Company Registration Number: 307558651
Savanoriu str. 2
LT-53338 Ringaudai
Kaunas District
Lithuania
Email: info@silverwhiskers.eu
Silver Whiskers reserves the right to update this Returns & Refunds Policy from time to time to reflect changes in applicable laws, our business practices, or our services. Any updates will be published on this page, and the "Last updated" date at the top of this Policy will be revised accordingly.