General terms and conditions

Version: 25-10-2025

1. Company details

  • Name: The Dog Bakery
  • Business address: Visserstuin 128, 3319LM Dordrecht
  • Chamber of Commerce number: 97976806
  • VAT: NL005300455B93
  • E-mail: info@dehondenbakkerij.nl
  • Website: www.dehondenbakkerij.nl
  • Customer service available on weekdays from Mon to Fri from 8:00 am to 6:00 pm.

2. Applicability

  1. These terms and conditions apply to every order you place with De Hondenbakkerij and to every distance contract that arises as a result.
  2. Customer terms and conditions do not apply.
  3. Deviations are only valid if they have been agreed in writing with De Hondenbakkerij.

3. Offer and information

  1. The offer contains a clear description of the products and their key features. Images are for illustrative purposes only.
  2. Handmade and artisanal products may have slight variations in shape, colour or weight.
  3. Obvious printing or typographical errors do not entitle you to delivery or compensation.

4. Prices and VAT

  1. All prices are in euros and include VAT, excluding shipping costs unless otherwise stated.
  2. Shipping costs and any surcharges will be shown during the ordering process.
  3. De Hondenbakkerij may adjust prices before an order is completed. For existing orders, the price you saw at the time of ordering will remain valid.

5. Ordering and payment

  1. An agreement is concluded as soon as you complete the order and the payment has been successful.
  2. Payment can be made using the payment methods offered in the webshop.
  3. In case of suspected misuse or incorrect information, De Hondenbakkerij may refuse or cancel an order and refund the amount paid.

6. Delivery, delivery time and risk

  1. Orders are shipped via PostNL/DHL.
  2. Estimated delivery time within the Netherlands: 1–4 business days after shipment. The stated delivery time applies to pre-orders.
  3. For products ordered in advance (pre-order), the stated delivery timeframe is an estimate. De Hondenbakkerij will keep you informed if delivery times change.
  4. The risk passes to you when the order is delivered to you or collected from the collection point you selected.
  5. If a package is visibly damaged, please ask the delivery person or the collection point for a note and report this to De Hondenbakkerij the same day, along with photos.

7. Breakage and fragile products

  1. De Hondenbakkerij carefully packages fragile and brittle treats. Some may break or crumble during transport. This does not affect the taste or safety.
  2. If you receive a product that is clearly defective or does not meet the agreement, please report this within 48 hours of receipt, along with photos. De Hondenbakkerij will then seek a suitable solution in accordance with Article 10.

8. Right of withdrawal and exceptions (Consumers)

  1. You can cancel an order within 14 days of receipt without giving any reason. This is called the cooling-off period.
  2. During the cooling-off period, you must handle the product and its packaging with care. You must only unpack or use the product to the extent necessary to determine its nature, characteristics, and functioning.
  3. Exceptions to the right of withdrawal under Article 6:230p of the Dutch Civil Code:
    • foodstuffs and products with a limited shelf life
    • sealed products which are not suitable for return for reasons of health protection or hygiene and were unsealed after delivery
    • custom-made or personalized products
    • digital gift cards that have already been redeemed

For De Hondenbakkerij this means that edible products and opened hygiene products cannot be returned.

  1. If you wish to cancel your purchase, please notify us within 14 days by email or using the model cancellation form. After you notify us, you have another 14 days to return the product.
  2. You will be responsible for paying the direct costs of returning the item, unless it is an error or defect on the part of De Hondenbakkerij.
  3. De Hondenbakkerij will refund the purchase price within 14 days of your cancellation notification. Refunds may be withheld until the return is received or you provide proof that you have returned the product.

9. Exchange

  1. Exchanges are possible as long as the product is eligible and in stock.
  2. The same exceptions apply to exchanges as to cancellation.

10. Conformity and warranty

  1. De Hondenbakkerij guarantees that the products comply with the agreement and the legal conformity requirements.
  2. In the event of a defect that becomes apparent within a reasonable period after delivery and that is not caused by misuse, De Hondenbakkerij will offer repair, replacement, or refund of the purchase price free of charge.
  3. The warranty does not affect your statutory rights.

11. Gift boxes, advent calendars and pre-orders

  1. The contents of pre-assembled boxes and calendars may vary slightly from batch to batch. De Hondenbakkerij delivers products of equal or greater value if a component is unexpectedly unavailable.
  2. Pre-orders will be delivered within the specified timeframe. Orders containing multiple products may be shipped in installments.

12. Donations

  1. De Hondenbakkerij periodically donates to local animal shelters. The donation method is explained on the product or campaign page.
  2. For campaigns where a donation or gift package is promised for each product sold, shipments or transfers are processed in batches. An overview can be provided upon request.

13. Shipping costs, delivery options and collection

  1. Shipping costs within the Netherlands are [€…] per order. Above [€…] shipping is free.
  2. Different rates and delivery times apply to Belgium and other countries. These are listed on the shipping page.
  3. If a package cannot be delivered and is returned due to incorrect or incomplete address information, De Hondenbakkerij may charge additional shipping costs for a new shipment.

14. Liability

  1. De Hondenbakkerij is not liable for indirect damages such as consequential damages, lost profits or lost savings.
  2. Total liability is limited to the amount of the order in question, except in cases of intent or gross negligence and except where statutory liability cannot be limited.
  3. Advice on food and treats is general. Consider your dog's health, allergies, and dietary requirements, and consult a veterinarian if you have any questions.

15. Complaints

  1. If you have a complaint, please contact us as soon as possible at info@dehondenbakkerij.nl with your order number and a clear description.
  2. You will receive a response within two working days with a proposal or a timeframe within which a substantive answer will be provided.
  3. If you cannot reach an agreement, you can submit the dispute via the European ODR platform or to the competent court.

16. Privacy

De Hondenbakkerij processes personal data in accordance with the General Data Protection Regulation. See the privacy policy on the website for more information.

17. Intellectual property

All texts, images, logos, and recipes on De Hondenbakkerij's website and social media are protected. Use is permitted only with prior written permission.

18. Force Majeure

In the event of force majeure, such as carrier disruptions, extreme weather conditions, or raw material shortages, De Hondenbakkerij may suspend performance or terminate the agreement without liability for damages. Amounts paid for undelivered products will then be refunded.

19. Applicable law and competent court

These terms and conditions and all agreements are governed by Dutch law. Disputes will be submitted to the competent court in the district of the consumer's place of residence or the location of De Hondenbakkerij's business.