My item is defective – how can I make a complaint?
If an item is defective when you first try it on or during use, please do not simply return it via our returns portal.
First, contact our customer service team via our contact form and send us:
- your order number,
- the affected item,
- a brief description of the problem, and
- clear photos of the defect, if possible.
This allows us to review your case directly and let you know what happens next.
As part of the statutory warranty, we will work with you to find the appropriate solution – for example, a repair or replacement.
Please only return the item once we have agreed the return process with you.
My parcel or an item arrived damaged – what can I do?
If your parcel is visibly damaged when it is delivered, please report the damage directly to the delivery service whenever possible.
If a DHL shipment is damaged, please take the complete shipment – including the contents and packaging exactly as you received it – to a DHL branch as soon as possible. A damage report can be recorded there. You can find further information about reporting damage to DHL directly from DHL.
Please also inform our customer service team via the contact form and, if possible, send us:
- your order number,
- photos of the parcel and packaging,
- photos of the damaged items, and
- a brief description of the damage.
If you are unable to take the shipment to DHL yourself or if you are outside Germany, please contact us directly via our contact form. In certain cases, we may be able to arrange collection by DHL.
I received the wrong item – what can I do?
Of course, this should not happen. If your parcel contains a different item from the one you ordered, please contact our customer service team via our contact form.
Please send us:
- your order number,
- the name of the item you ordered, and
- a photo of the item you actually received or its product label.
We will check your order and then agree with you how the incorrectly delivered item should be returned and how you will receive the correct item.
Please do not return the incorrectly delivered item at your own expense.
An item is missing from my delivery – what can I do?
First, please check your shipping confirmation. In some cases, an order may arrive in several separate parcels.
If no further shipment has been announced and an item is still missing, please contact our customer service team via our contact form.
Please provide:
- your order number, and
- the item that was missing from your parcel.
We will check your order, find out what happened and let you know what happens next.
Do you offer a repair service?
Do you have a HUNTER product that has become a favourite and that you would rather not replace straight away? Then it is worth getting in touch with us.
Contact our customer service team via our contact form and, if possible, send us a few photos together with a brief description of the damage.
We will assess individually whether a repair is possible and which solution we can offer you.
Not every product can be repaired – however, our leather manufactory has already successfully restored various collars and leashes.
Please only send us your product after we have discussed the repair options with you.
What applies if I bought my HUNTER product from another retailer?
If you purchased your HUNTER product from another retailer rather than welovehunter.com, please contact the retailer you purchased the item from first if you wish to make a complaint.
Your statutory warranty rights apply against the respective seller.
If you would simply like to know whether your HUNTER product might be repairable, you are also welcome to contact our service team via our contact form. We will check whether we can offer you a suitable repair solution.