RETURNS & REFUNDS POLICY

Last Updated: 15 September 2026

This Returns & Refunds Policy applies to purchases made through Ambassador Boutique, operated by LEOPOLDS SARL-S, 1A Rue de Fort Wallis, L-2714 Luxembourg, Grand Duchy of Luxembourg (“Ambassador Boutique”, “we”, “us” or “our”).

This Policy should be read together with our Terms & Conditions, Shipping Policy, Privacy Policy and Cookie Policy.

Nothing in this Policy limits, excludes or replaces any mandatory consumer rights applicable under Luxembourg or European Union law.

1. GENERAL RETURN PRINCIPLES

We want customers to receive products in the condition in which they were sold and to use our returns process responsibly.

Depending on the reason for the return, different rules may apply:

1. Change-of-mind returns are governed by the statutory right of withdrawal applicable to distance contracts.
2. Defective, damaged, incorrect or non-conforming products are handled under the applicable legal guarantee of conformity and, where applicable, any manufacturer’s or commercial warranty.
3. Products damaged after delivery through customer use, misuse, improper installation, negligence or failure to follow instructions may not qualify for a refund or free remedy.
4. Certain products are legally excluded from the right of withdrawal.
5. Returns must comply with the applicable return instructions and deadlines communicated by Ambassador Boutique.

We reserve the right to inspect returned products before approving a refund, replacement or other remedy, except where mandatory law provides otherwise.

2. STATUTORY RIGHT OF WITHDRAWAL

For consumers purchasing goods online, European Union consumer law generally provides a 14-calendar-day right of withdrawal.

The withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.

The consumer does not have to provide a reason for exercising the statutory right of withdrawal.

To exercise the right of withdrawal, the customer must communicate an unequivocal decision to withdraw before the applicable 14-day period expires.

A customer may use our withdrawal form, if provided, but is not required to use a specific form where another clear written statement is sufficient under applicable law.

3. IMPORTANT: 24-HOUR DELIVERY INSPECTION REQUIREMENT

3.1 Prompt inspection required

Customers are strongly required to inspect their parcel and products as soon as possible after delivery.

To assist us in investigating delivery problems and preserving our rights against carriers and other third parties, customers should notify Ambassador Boutique within 24 hours of delivery if:

• the outer packaging is visibly damaged;
• the parcel appears opened, tampered with or materially compromised;
• the product is visibly damaged upon opening;
• the wrong product was delivered;
• an item is missing from the parcel;
• accessories or components appear to be missing;
• the product has an immediately apparent defect; or
• the quantity delivered appears incorrect.

Where possible, the customer should provide photographs of:

• the outer packaging;
• shipping labels;
• internal packaging;
• the product;
• any visible damage;
• any missing or incorrect item; and
• any other evidence relevant to the claim.

3.2 Effect of the 24-hour notification period

The 24-hour period is intended to facilitate the investigation of visible delivery damage, apparent shortages, incorrect shipments and immediately apparent issues.

Failure to notify us within 24 hours may make it more difficult for Ambassador Boutique to establish when or how visible damage occurred and may affect the assessment of claims against the carrier or other third parties.

However, the 24-hour notification period does not cancel or shorten any mandatory statutory consumer right.

In particular, failure to notify Ambassador Boutique within 24 hours does not by itself extinguish the customer’s statutory right of withdrawal or applicable legal guarantee rights.

A defect that could not reasonably have been discovered during an initial inspection may be reported when it becomes apparent, subject to the applicable statutory limitation and guarantee rules.

4. RETURNS FOR CHANGE OF MIND

Where the statutory right of withdrawal applies, the customer may withdraw from the purchase within the applicable withdrawal period without giving a reason.

The product should be returned without undue delay and, in accordance with applicable law, generally no later than 14 days after the customer has communicated the decision to withdraw.

Unless otherwise required by law or expressly agreed by Ambassador Boutique, the customer is responsible for the direct cost of returning the product when exercising the statutory right of withdrawal.

The customer must take reasonable care of the product while it is in the customer’s possession.

5. CONDITION OF PRODUCTS RETURNED UNDER THE RIGHT OF WITHDRAWAL

A customer may inspect a product to the extent necessary to establish its nature, characteristics and functioning.

However, the customer may be liable for any diminished value resulting from handling beyond what is reasonably necessary for such inspection.

Accordingly, returned products should, wherever reasonably possible, be:

• unused or only minimally handled;
• clean and free from avoidable damage;
• returned with all accessories;
• returned with manuals, instructions and other supplied materials;
• returned with original labels and tags where applicable;
• returned in the original packaging where reasonably possible; and
• securely packaged so that the product is not damaged during return transportation.

The absence of original packaging does not automatically eliminate a statutory right where such exclusion would be unlawful, but the customer may be responsible for diminished value caused by unnecessary handling or damage.

6. PRODUCTS THAT CANNOT BE RETURNED

The statutory right of withdrawal does not apply to certain categories of products or circumstances established by law.

Depending on the product and circumstances, exclusions may include:

• goods made to the consumer’s specifications or clearly personalised goods;
• goods liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery;
• sealed audio or video recordings or sealed software that have been unsealed;
• digital content supplied in certain circumstances where performance has begun following the consumer’s express consent and acknowledgement of the loss of the right of withdrawal;
• products which, after delivery, have become inseparably mixed with other items;
• and other statutory exceptions applicable under the law.

Where an exclusion applies, we will indicate this where required before or during the purchase process.

7. DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCTS

A product may be considered non-conforming where, among other things, it:

• does not correspond to the description provided;
• does not possess the characteristics presented to the consumer;
• is not fit for its ordinary purpose;
• is not fit for a specific purpose accepted by the seller;
• does not have the quality or performance reasonably expected for goods of the same type; or
• otherwise fails to meet applicable statutory conformity requirements.

Where a product is defective or non-conforming, the customer’s statutory rights apply.

Depending on the circumstances and applicable law, the customer may be entitled to:

1. repair;
2. replacement;
3. an appropriate price reduction; or
4. termination of the contract and refund,

subject to the conditions and hierarchy established by applicable law.

8. REPAIR OR REPLACEMENT

Where a product is covered by the legal guarantee of conformity, Ambassador Boutique may, where legally permitted, seek to have the product repaired or replaced before providing a refund.

The customer’s preferred remedy may be subject to legal limitations where that remedy is impossible or would impose disproportionate costs compared with the alternative remedy.

Repairs or replacements will be provided in accordance with applicable law and without charge where the statutory guarantee requires this.

Where the legal conditions for a price reduction or termination of the contract are met, the applicable statutory remedy will be provided.

9. TWO-YEAR LEGAL GUARANTEE

Consumer goods are subject to the applicable legal guarantee of conformity.

For purchases covered by EU consumer law, consumers generally benefit from a minimum two-year legal guarantee.

The legal guarantee concerns defects or lack of conformity falling within the applicable statutory rules. It does not constitute an unlimited guarantee against damage caused after delivery.

The guarantee does not normally cover problems resulting from, for example:

• accidental damage;
• misuse;
• abuse;
• negligence;
• improper storage;
• improper cleaning;
• unauthorised modification;
• unauthorised repair;
• use contrary to product instructions;
• normal wear and tear where legally excluded;
• or damage caused by circumstances unrelated to a lack of conformity.

Nothing in this section limits any mandatory statutory rights.

10. MANUFACTURER WARRANTIES AND COMMERCIAL WARRANTIES

Certain products may be accompanied by a manufacturer’s warranty or other commercial guarantee.

A manufacturer’s or commercial warranty may provide additional rights and conditions.

Such warranty terms do not replace, reduce or exclude the customer’s mandatory statutory rights against Ambassador Boutique.

Where a manufacturer’s warranty applies, Ambassador Boutique may, where appropriate, assist the customer in contacting the manufacturer or authorised warranty provider.

11. EVIDENCE AND PRODUCT INSPECTION

To process a return or defect claim efficiently, we may reasonably request:

• the order number;
• proof of purchase;
• photographs;
• videos showing the alleged defect where appropriate;
• photographs of packaging and shipping labels;
• a description of the issue;
• information concerning when the issue was first discovered;
• serial numbers, batch numbers or product identification information where applicable;
• and any other information reasonably necessary to investigate the claim.

For certain products, a photograph or video may allow us to resolve the issue without requiring an immediate physical return.

Where a physical inspection is reasonably necessary, the customer may be required to return the product in accordance with our instructions.

We may inspect returned products to determine whether:

• the returned product corresponds to the product sold;
• the claimed defect exists;
• the issue constitutes a lack of conformity;
• the product has been damaged after delivery;
• components or accessories are missing;
• the product has been used beyond what was reasonably necessary for inspection;
• or another exclusion applies.

12. RETURNS THAT DO NOT MATCH THE CLAIM

If a customer returns:

• a different product from the one sold;
• a product with missing essential components;
• a materially damaged product;
• a product that has been substantially altered;
• a product damaged through misuse;
• or a product for which the stated reason for return cannot be substantiated,

Ambassador Boutique may reject the requested remedy to the extent permitted by applicable law.

Where the law permits a deduction for diminished value, the refund may be reduced accordingly.

We will not use inspection procedures to unlawfully deprive a consumer of a statutory remedy.

13. PARTIAL REFUNDS AND DEDUCTIONS

A full refund is not automatically due in every circumstance.

Where a customer exercises the right of withdrawal and the product has suffered diminished value because it was handled beyond what was necessary to establish its nature, characteristics and functioning, Ambassador Boutique may make a corresponding deduction where permitted by law.

Examples may include:

• substantial signs of use;
• scratches or physical damage;
• missing components;
• missing accessories;
• missing manuals or other supplied materials;
• stains or contamination;
• damage caused by inadequate return packaging; or
• other deterioration attributable to customer handling beyond what was reasonably necessary for inspection.

Any deduction will be assessed in accordance with applicable law and the actual diminished value of the product.

We do not apply arbitrary fixed penalties where applicable consumer law prohibits them.

14. RETURN SHIPPING COSTS

14.1 Change-of-mind returns

For a statutory withdrawal, the customer normally bears the direct cost of returning the goods unless:

• Ambassador Boutique has expressly agreed to bear those costs; or
• applicable law requires Ambassador Boutique to bear them.

14.2 Defective or non-conforming products

Where a product is defective or non-conforming and the customer is entitled to a legal remedy, applicable law may require Ambassador Boutique to bear reasonable costs associated with the remedy, including return transportation.

Customers should contact us before sending defective or allegedly non-conforming products back independently.

Unauthorised returns may cause delays and may not be reimbursed where the law does not require us to bear the cost.

15. RETURN AUTHORISATION

Where possible, customers should obtain return instructions from Ambassador Boutique before dispatching a product.

A return authorisation or return instructions may be required for logistical and identification purposes.

Customers should not send products to an address appearing on an old invoice, parcel, website search result or third-party website unless that address has been confirmed by Ambassador Boutique.

The customer remains responsible for keeping proof of shipment until the return has been received and processed.

16. REFUND PROCESSING

Once an authorised return has been received, we may inspect the returned product before completing the refund, except where applicable law requires otherwise.

Refunds will be processed in accordance with the applicable legal requirements.

For a valid statutory withdrawal, where applicable law requires reimbursement of payments received from the consumer, this may include the cost of the least expensive standard delivery option offered by us.

Additional delivery charges resulting from the customer’s selection of a more expensive delivery option are generally not required to be reimbursed where the law permits exclusion of such additional cost.

17. REFUND TIMING

Refund processing consists of two stages:

1. processing by Ambassador Boutique; and
2. processing by the customer’s bank, card issuer or payment provider.

The second stage may take additional business days.

Where a statutory withdrawal has been validly exercised, Ambassador Boutique may, where permitted by applicable law, withhold reimbursement until:

• the returned goods have been received; or
• the customer provides evidence that the goods have been sent back,

whichever occurs first.

This does not affect any mandatory statutory obligation that requires earlier reimbursement.

18. REFUND METHOD

Refunds will normally be made using the same payment method used for the original transaction, unless:

• the customer expressly agrees to another method; or
• another method is required or permitted by applicable law.

We do not normally issue store credit instead of a legally required monetary refund unless the customer expressly agrees to it.

19. PARTIAL ORDER RETURNS

Where only part of an order is returned, only the eligible returned products will normally be refunded.

Where applicable law requires reimbursement of the original standard delivery charge following a statutory withdrawal, the amount reimbursed will be determined according to the applicable legal rules and the circumstances of the order.

Returning one product from a multi-product order does not automatically entitle the customer to reimbursement of all delivery charges.

20. EXCHANGES AND REPLACEMENTS

Ambassador Boutique may offer an exchange or replacement where appropriate.

An exchange is not necessarily available for every product, size, colour, model or promotional item.

Where a product is defective or non-conforming, the customer’s statutory rights concerning repair, replacement, price reduction or termination remain applicable.

Where an exchange is requested for convenience rather than because of a legal defect, the exchange may be subject to product availability and our applicable commercial return conditions.

21. ADVANCED REFUNDS OR ADVANCED REPLACEMENTS

Where Ambassador Boutique voluntarily issues a refund or replacement before receiving and inspecting the returned product, the customer remains responsible for returning the original product within the period communicated by us.

If the customer fails to return the product within the required period, or returns an item materially different from the item concerned, we may take appropriate action to recover the product or the amount improperly retained, to the extent permitted by applicable law.

Any advance refund or replacement is not a waiver of our right to verify the return.

22. MISSING ITEMS AND INCORRECT PRODUCTS

Customers should notify us as soon as possible, and preferably within 24 hours of delivery, if:

• an item is missing;
• the wrong item was supplied;
• the quantity is incorrect; or
• the parcel appears to have been tampered with.

The customer should retain all packaging and provide photographs where possible.

We may investigate the matter using warehouse records, packing records, carrier information, tracking data and other relevant evidence.

Where our investigation confirms an error attributable to Ambassador Boutique, we will provide the appropriate remedy required by law.

The 24-hour notification request does not eliminate statutory rights that cannot lawfully be excluded.

23. DAMAGED PARCELS

If the parcel is visibly damaged at delivery, customers should, where possible:

1. photograph the parcel before opening it;
2. photograph the shipping label;
3. photograph the damaged areas;
4. record the condition of the internal packaging;
5. photograph the product; and
6. contact Ambassador Boutique promptly.

If a carrier requires the customer to record a damage notice or refusal, the customer should do so where reasonably possible.

Failure to follow these recommendations may make a carrier claim more difficult, but will not by itself remove mandatory consumer rights.

24. PRODUCTS DAMAGED AFTER DELIVERY

Ambassador Boutique is not responsible for damage caused after delivery by circumstances unrelated to an original lack of conformity.

Examples may include:

• dropping or impact;
• water damage;
• inappropriate storage;
• use outside the intended purpose;
• incorrect assembly;
• use with incompatible products;
• unauthorised modification;
• unauthorised repair;
• failure to follow instructions;
• improper cleaning;
• animal damage where unrelated to an original product defect; or
• ordinary wear and tear where legally excluded.

The assessment of whether a defect existed at delivery or whether damage occurred afterwards will be made in accordance with applicable law.

25. PRODUCTS WITH SPECIAL SAFETY OR USE REQUIREMENTS

Some products may include specific warnings, instructions, age restrictions, usage limitations or safety requirements.

Customers must follow the applicable instructions and warnings.

For pet products, customers remain responsible for supervising the animal’s use of the product where reasonably necessary and for discontinuing use if the product becomes damaged or unsafe.

A product should not be used in a manner contrary to its intended purpose or safety instructions.

26. UNCLAIMED OR REFUSED DELIVERIES

If a customer refuses delivery or fails to collect a parcel without exercising a valid statutory right of withdrawal or otherwise providing a legally valid reason, Ambassador Boutique may recover reasonable costs resulting from the failed delivery or return where permitted by applicable law.

This may include carrier return charges or other directly incurred costs.

This section does not restrict a customer’s statutory right to withdraw from a distance contract.

27. INTERNATIONAL RETURNS

Customers returning products from outside Luxembourg may be responsible for ensuring that the parcel is correctly prepared and declared for return.

Where customs documentation is required, the customer must provide accurate information.

Customers should not mark commercial returns as “gift”, “sample” or otherwise provide inaccurate customs information.

Any customs, import or brokerage consequences arising from inaccurate declarations may be the responsibility of the party responsible for the declaration, subject to applicable law.

Where Ambassador Boutique is responsible for a defective or non-conforming product and applicable law requires us to bear return-related costs, we will provide appropriate instructions.

28. PROMOTIONAL PRODUCTS, DISCOUNTS AND BUNDLES

Where a customer returns part of a promotional bundle or an order benefiting from a conditional discount, the refund may be recalculated to reflect the actual products retained and the conditions of the promotion.

Where a promotional gift was supplied conditional upon purchasing another product and the underlying conditions are no longer satisfied following a return, the promotional gift may also need to be returned where legally permitted.

Any adjustment will be made consistently with the applicable promotion terms and mandatory consumer law.

29. GIFTS

Where a product was purchased as a gift, the statutory rights belong to the consumer who entered into the sales contract, subject to applicable law.

A person who receives a gift may contact Ambassador Boutique regarding a product issue, but we may require the original order information or purchaser’s cooperation where necessary to process the claim or refund.

Where a refund is legally due, it will normally be made to the original payment method unless applicable law or an agreed alternative requires otherwise.

30. NO AUTOMATIC REFUND FOR EVERY RETURN

Submitting a return request does not automatically create an entitlement to a full refund.

The remedy depends on:

• the reason for the return;
• whether the statutory withdrawal period applies;
• whether an exception to withdrawal applies;
• the condition of the returned product;
• whether there is a lack of conformity;
• whether the issue is covered by a commercial or manufacturer’s warranty;
• whether the product has been damaged through customer use;
• and the mandatory legal rules applicable to the transaction.

Ambassador Boutique may request reasonable evidence and inspect the product before determining the appropriate remedy, except where applicable law provides otherwise.

31. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

Ambassador Boutique reserves the right to investigate suspected fraudulent, abusive or dishonest return activity.

Examples may include:

• returning a different product;
• repeatedly reporting products as defective when no defect is established;
• returning used or damaged products while falsely claiming they were received in that condition;
• manipulating serial numbers or identifying marks;
• returning products purchased from another seller;
• submitting false evidence;
• or attempting to obtain multiple refunds or replacements for the same product.

Where legally permitted, we may refuse voluntary commercial returns, suspend or restrict an account, cancel pending orders, or take other lawful measures in response to fraudulent or abusive conduct.

Nothing in this section limits mandatory statutory consumer rights.

32. NO WAIVER OF STATUTORY RIGHTS

This Policy is not intended to reduce or exclude any mandatory right granted to consumers under applicable law.

In particular, nothing in this Policy:

• removes the statutory right of withdrawal where it applies;
• reduces the statutory guarantee period;
• excludes legally required remedies for defective or non-conforming goods;
• transfers legally mandatory costs to the consumer;
• or prevents a consumer from exercising rights that cannot lawfully be waived.

Where a provision of this Policy conflicts with mandatory consumer law, the mandatory legal provision will prevail.

33. HOW TO REQUEST A RETURN OR REFUND

To request a return, refund, repair or replacement, please contact:

Ambassador Boutique
LEOPOLDS SARL-S
1A Rue de Fort Wallis
L-2714 Luxembourg
Grand Duchy of Luxembourg

Customer Service: [CUSTOMER SERVICE EMAIL]

Please include:

• full name;
• order number;
• date of purchase;
• product name;
• reason for the request;
• photographs where relevant;
• description of the issue;
• and any other information reasonably requested by our customer service team.

For visible damage, shortages, incorrect products or other issues identifiable immediately upon delivery, customers should contact us within 24 hours where possible.

For statutory withdrawal, customers must communicate their withdrawal within the applicable 14-day statutory period.

For defects or lack of conformity, customers should notify us as soon as reasonably possible after discovering the issue.

34. PROCESSING OF RETURN REQUESTS

After receiving a return or refund request, Ambassador Boutique may:

1. confirm receipt of the request;
2. determine which return regime applies;
3. request additional information or photographs;
4. provide return instructions where a physical return is required;
5. inspect the returned product where appropriate;
6. determine the applicable remedy;
7. process the refund, replacement or repair where applicable; and
8. communicate the outcome to the customer.

The existence of a return request does not mean that a refund has already been approved.

35. CUSTOMER RESPONSIBILITY DURING THE RETURN PROCESS

Until the product has been returned to Ambassador Boutique, the customer must take reasonable care of the product.

Customers should:

• package the product securely;
• use the return method instructed or agreed by Ambassador Boutique where applicable;
• retain proof of shipment;
• retain tracking information;
• return all relevant components and accessories;
• and avoid further use of a product alleged to be defective where continued use could cause additional damage or create a safety risk.

36. LEGAL AND COMMERCIAL REMEDIES

Where a product is eligible for a legal remedy, Ambassador Boutique will apply the remedy required by applicable law.

Where a customer is requesting a voluntary commercial return beyond the statutory right of withdrawal, Ambassador Boutique may impose additional reasonable conditions, provided those conditions do not restrict mandatory consumer rights.

Commercial return conditions may differ from statutory remedies.

37. GOVERNING LAW

This Returns & Refunds Policy is governed by the laws applicable to the relevant transaction, including Luxembourg law where applicable, subject to any mandatory consumer protection rules that apply in the customer’s country of residence.

Nothing in this Policy deprives consumers of protections that cannot legally be excluded or waived.

38. CHANGES TO THIS POLICY

Ambassador Boutique may update this Returns & Refunds Policy from time to time to reflect:

• changes in our operations;
• changes in products or services;
• changes in payment or logistics providers;
• changes in applicable law;
• or improvements to our returns process.

The version applicable to an order will generally be the version in force at the relevant time, subject to mandatory law.

39. CONTACT

For returns, refunds, repairs, replacements or product complaints:

Ambassador Boutique
LEOPOLDS SARL-S
1A Rue de Fort Wallis
L-2714 Luxembourg
Grand Duchy of Luxembourg

Email: [CUSTOMER SERVICE EMAIL]

RCS: [RCS NUMBER]
VAT: [VAT NUMBER]

Ambassador Boutique
Because Every Paw Deserves to Be Celebrated.

 

___________________________

RETURNS & REFUNDS POLICY

Last Updated: 15 September 2026

This Returns & Refunds Policy applies to purchases made through Ambassador Boutique and forms part of our Terms & Conditions.

Ambassador Boutique is operated by:

LEOPOLDS SARL-S
1A Rue de Fort Wallis
L-2714 Luxembourg
Grand Duchy of Luxembourg

RCS: [RCS NUMBER]
VAT: [VAT NUMBER]
Customer Service: [CUSTOMER SERVICE EMAIL]

Nothing in this Policy limits, excludes or replaces any mandatory consumer rights.

1. DIFFERENT TYPES OF RETURNS

Different rules apply depending on why a product is being returned.

A. Change of mind

A consumer may have a statutory 14-day right of withdrawal for distance purchases, subject to legal exceptions.

B. Defective or non-conforming product

A product that does not conform to the sales contract may be eligible for statutory remedies such as repair, replacement, price reduction or refund/termination, depending on the circumstances and applicable law.

C. Damaged or incorrect delivery

Visible delivery damage, missing products and incorrect shipments should be reported promptly so that we can investigate the carrier and fulfilment records.

D. Commercial return

Where Ambassador Boutique voluntarily offers a return right beyond the statutory withdrawal right, additional commercial conditions may apply.

2. STATUTORY 14-DAY RIGHT OF WITHDRAWAL

For consumer purchases made at a distance, the consumer generally has 14 calendar days to withdraw from the contract without giving a reason.

For goods, the withdrawal period generally starts when the consumer or a third party designated by the consumer acquires physical possession.

The customer must communicate the decision to withdraw before the statutory period expires.

3. HOW TO EXERCISE WITHDRAWAL

A withdrawal request should include:

• customer name;
• order number;
• product concerned;
• date of order;
• date of delivery;
• clear statement that the customer wishes to withdraw; and
• contact details.

The customer may use any legally valid unequivocal statement.

A standard withdrawal form may be provided where applicable.

4. 24-HOUR DELIVERY INSPECTION REQUIREMENT

Customers must inspect their parcel and products as soon as reasonably possible after delivery.

Customers are strongly requested to notify Ambassador Boutique within 24 hours of delivery where the initial inspection reveals:

• visible transport damage;
• a damaged product;
• a wrong product;
• missing products;
• missing components;
• obvious defects;
• tampering;
• or another problem that could reasonably have been identified immediately.

Customers should retain the packaging and provide photographs where possible.

Important

The 24-hour notification requirement is intended to facilitate investigation of visible delivery and fulfilment problems.

It does not extinguish or shorten statutory rights.

In particular, failure to notify Ambassador Boutique within 24 hours does not automatically eliminate:

• the statutory 14-day withdrawal right;
• the applicable legal guarantee;
• rights concerning latent or subsequently discovered defects;
• or other mandatory consumer protections.

5. RETURN AUTHORISATION

Customers should contact Ambassador Boutique before returning products.

Where appropriate, we will provide return instructions.

Customers should not send products to an address appearing on an old invoice, parcel or third-party website unless that address has been confirmed by Ambassador Boutique.

Unauthorised returns may cause significant processing delays.

6. CONDITION OF RETURNED PRODUCTS

For a withdrawal, customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

Customers may be liable for diminished value resulting from handling beyond what is necessary for such inspection, where permitted by law.

Returned products should therefore, where reasonably possible, be:

• unused or minimally handled;
• clean;
• complete;
• accompanied by accessories;
• accompanied by manuals and instructions;
• accompanied by labels and tags where applicable;
• securely packaged; and
• protected against damage during return transport.

7. RETURN PACKAGING

Customers are responsible for packaging returned products appropriately.

Where the original packaging is available, customers should use it where reasonably appropriate.

The absence of original packaging does not automatically remove a statutory right where doing so would be unlawful.

However, damage caused by inadequate packaging may constitute diminished value where legally applicable.

8. RETURN SHIPPING COSTS

For a statutory withdrawal, the customer normally bears the direct cost of returning the product unless:

• Ambassador Boutique has expressly agreed to pay it; or
• applicable law requires Ambassador Boutique to pay it.

For defective or non-conforming products, return costs will be handled according to applicable statutory requirements.

Customers should contact us before sending defective products independently.

9. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal does not apply to certain products or circumstances established by law.

These may include:

• personalised goods;
• goods made to the consumer’s specifications;
• rapidly deteriorating or expiring goods;
• sealed goods unsuitable for return for health or hygiene reasons after unsealing;
• certain sealed audio/video/software products after unsealing;
• certain digital content after performance has begun with the required consent;
• goods inseparably mixed after delivery;
• and other statutory exceptions.

10. DEFECTIVE OR NON-CONFORMING PRODUCTS

Where a product is defective or does not conform to the contract, the customer may benefit from statutory legal remedies.

Depending on the circumstances, applicable law may provide for:

1. repair;
2. replacement;
3. price reduction; or
4. termination of the contract and refund.

Where legally appropriate, Ambassador Boutique may seek to repair or replace the product before a refund is available.

11. TWO-YEAR LEGAL GUARANTEE

Consumers benefit from the applicable legal guarantee of conformity.

For EU consumer goods, the legal guarantee is generally at least two years.

The guarantee does not constitute an unlimited guarantee against damage occurring after delivery.

Issues caused by circumstances such as:

• misuse;
• accidental damage;
• improper storage;
• unauthorised modification;
• unauthorised repair;
• improper cleaning;
• failure to follow instructions;
• use outside the intended purpose;
• or normal wear and tear where legally excluded

may fall outside the legal guarantee.

The actual legal assessment will be made according to applicable law.

12. MANUFACTURER OR COMMERCIAL WARRANTIES

A manufacturer or seller may provide an additional commercial warranty.

Such a warranty may contain specific conditions.

It does not replace or reduce mandatory statutory rights against Ambassador Boutique.

13. EVIDENCE REQUIRED FOR A CLAIM

To investigate a return or defect claim, Ambassador Boutique may reasonably request:

• order number;
• photographs;
• video;
• product identification;
• serial or batch number;
• description of the problem;
• photographs of packaging;
• proof of purchase;
• and other information reasonably relevant to the claim.

Customers are expected to cooperate reasonably with the investigation.

14. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected to establish:

• whether the product corresponds to the order;
• whether the alleged defect exists;
• whether the product has been used;
• whether damage occurred after delivery;
• whether accessories are missing;
• whether the product has been altered;
• and whether the applicable statutory or commercial return conditions are satisfied.

Inspection does not eliminate mandatory consumer rights.

15. PARTIAL REFUNDS AND DIMINISHED VALUE

A customer exercising the statutory right of withdrawal may be responsible for diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the product.

Where permitted by law, deductions may therefore apply for:

• excessive use;
• scratches;
• physical damage;
• missing components;
• missing accessories;
• stains;
• contamination;
• damage caused by improper return packaging;
• or other objectively established diminished value.

Any deduction must be consistent with applicable law and the actual diminished value.

16. NO ARBITRARY RESTOCKING PENALTIES

Ambassador Boutique does not automatically impose arbitrary fixed penalties merely because a customer exercises a statutory right of withdrawal.

Any deduction from a legally required refund must have a lawful basis.

17. WRONG PRODUCT OR MISSING PRODUCT

If a customer receives an incorrect product or discovers that an item is missing, the customer should contact us promptly and preferably within 24 hours of delivery.

Photographs of the parcel, shipping label, packaging and contents may be requested.

Where our fulfilment error is confirmed, we will provide the legally applicable remedy.

18. DAMAGED PRODUCT

If a product is visibly damaged upon delivery, customers should:

1. photograph the package before opening it;
2. photograph the shipping label;
3. photograph the damage;
4. photograph internal packaging;
5. photograph the product; and
6. contact Ambassador Boutique promptly.

Customers should avoid further use of a potentially unsafe product.

19. PRODUCT DAMAGED AFTER DELIVERY

Damage occurring after delivery may not constitute a lack of conformity.

This may include damage resulting from:

• impact;
• misuse;
• animal damage unrelated to an original defect;
• incorrect assembly;
• incorrect storage;
• water exposure;
• improper cleaning;
• unauthorised repairs;
• modification;
• or use contrary to instructions.

The applicable legal assessment depends on the facts and mandatory law.

20. REFUNDS

Once an eligible return has been received and processed, Ambassador Boutique will issue the applicable refund.

For a statutory withdrawal, the refund will include the amounts required by applicable law.

Where applicable, the original standard delivery cost may be refundable.

Additional costs resulting from the customer’s selection of a more expensive delivery method generally do not have to be reimbursed where applicable law permits this.

21. REFUND TIMING

For statutory withdrawal, Ambassador Boutique may, where legally permitted, withhold reimbursement until:

• the returned goods have been received; or
• the customer provides evidence that the goods have been returned,

whichever occurs first.

After a refund is initiated, additional processing time may be required by the customer’s bank or payment provider.

22. REFUND METHOD

Refunds will normally be made using the original payment method.

Alternative arrangements may be used where agreed with the customer or permitted by law.

We do not replace a legally required monetary refund with store credit without the customer’s agreement.

23. PARTIAL ORDER RETURNS

Where only part of an order is returned, only eligible returned products will normally be refunded.

Delivery charges will be handled according to applicable statutory rules.

Returning one product does not automatically create a right to reimbursement of all shipping costs.

24. EXCHANGES AND REPLACEMENTS

Where appropriate, Ambassador Boutique may offer an exchange.

Exchanges depend on:

• stock availability;
• product characteristics;
• applicable return conditions;
• and the customer’s legal entitlement.

For defective products, repair or replacement may be the appropriate initial statutory remedy.

25. ADVANCED REFUNDS OR REPLACEMENTS

If Ambassador Boutique voluntarily issues a refund or replacement before receiving the original product, the customer must return the original product within the period specified in our instructions.

If the product is not returned, or a materially different product is returned, Ambassador Boutique may take lawful steps to recover the product or corresponding amount, subject to applicable law.

26. UNCLAIMED OR REFUSED DELIVERIES

Where a customer refuses or fails to collect a parcel without a legally valid reason, the parcel may be returned to Ambassador Boutique.

Any refund will be processed according to the applicable legal framework.

Reasonable directly incurred costs may be recoverable where legally permitted and where attributable to the customer’s conduct.

27. INTERNATIONAL RETURNS

Customers returning products internationally must comply with applicable customs requirements.

Customers must provide accurate customs declarations.

Customers must not falsely declare commercial returns as gifts or samples.

Where Ambassador Boutique is legally responsible for return costs arising from a defective or non-conforming product, appropriate return instructions will be provided.

28. PROMOTIONAL ORDERS AND BUNDLES

Where a discount or promotional benefit depended on purchasing several products, returning part of the order may affect the applicable discount.

Where legally permitted, the refund may be recalculated based on the products ultimately retained.

Promotional gifts may also need to be returned where the conditions for receiving the gift are no longer satisfied.

29. GIFTS

Refunds are normally made to the original purchaser and original payment method.

A gift recipient may contact Ambassador Boutique regarding a defect or other product issue, but we may require order information or purchaser cooperation where necessary.

30. FRAUDULENT OR ABUSIVE RETURNS

Ambassador Boutique may investigate suspected fraudulent or abusive return activity.

Examples include:

• returning a different product;
• returning products purchased elsewhere;
• false defect claims;
• manipulated serial numbers;
• repeated fraudulent refund claims;
• false photographs or evidence;
• or attempts to obtain multiple refunds or replacements for the same product.

Where legally permitted, we may refuse voluntary commercial returns, restrict an account or take other lawful action.

Mandatory statutory consumer rights remain unaffected.

31. CUSTOMER COOPERATION

Customers are expected to cooperate reasonably with return investigations.

This includes providing accurate information, preserving relevant packaging and providing reasonable photographs or other evidence where requested.

Failure to cooperate may delay processing where the requested information is reasonably necessary to determine the appropriate remedy.

32. NO AUTOMATIC REFUND

Submitting a return request does not automatically mean that a refund is approved.

The applicable remedy depends on:

• the reason for the return;
• applicable withdrawal rights;
• product condition;
• existence of a defect;
• applicable legal guarantee;
• applicable withdrawal exceptions;
• customer handling;
• and mandatory law.

33. STATUTORY RIGHTS PREVAIL

Nothing in this Policy excludes or limits mandatory consumer rights.

In the event of a conflict between this Policy and mandatory consumer legislation, the mandatory legal provisions prevail.

34. CONTACT

To request a return, refund, repair or replacement:

Ambassador Boutique
LEOPOLDS SARL-S
1A Rue de Fort Wallis
L-2714 Luxembourg
Grand Duchy of Luxembourg

Email: [CUSTOMER SERVICE EMAIL]

RCS: [RCS NUMBER]
VAT: [VAT NUMBER]

Please include your order number whenever contacting us about a return or refund.

35. GOVERNING LAW

This Policy is governed by applicable Luxembourg law, subject to mandatory consumer protection provisions applicable to the transaction.

36. CHANGES TO THIS POLICY

Ambassador Boutique may update this Policy from time to time.

The version applicable to an order will generally be the version in force at the relevant time, subject to mandatory law.

Ambassador Boutique
Because Every Paw Deserves to Be Celebrated.