Service & Conditions

Information on Payment Methods and Shipping Costs

You can find the details about currently available payment methods and valid shipping costs under "Payment and Shipping".
For further information, feel free to contact our customer service team at any time.

Safety Warnings and Information in Accordance with the Product Safety Regulation

According to the GPSR, we as the manufacturer are required to inform our customers about potential safety risks associated with the use of our products. This information must be provided in writing with every order. If any safety notice is missing, please contact our team directly so we can provide the missing information.

Information on VAT Calculation

Please note that we are required to implement the EU VAT E-Commerce Package. This means that for all intra-community supplies without a valid VAT ID number, we must apply the VAT rate of the destination country.
For example, if the delivery goes to Spain, we are required to charge 21% VAT accordingly.

General Return Conditions (Regardless of Product)

• Unless otherwise stated in the product description, the standard return period is three months from the invoice date.
  Some products have a shortened return period of one month—please refer to the product information and your invoice.
• Returned products (horseshoes, adhesive tabs, accessories, etc.) must be current models.
• Discontinued models purchased at reduced prices cannot be returned.
• Returned products must be in perfect condition—free from signs of use, dirt, or markings.
• Return shipping is at your own expense unless we are at fault.

Please help us process your return smoothly: include a copy of the invoice with your shipment. For returns without accompanying documents, we reserve the right to charge a processing fee of €5.00 (net).

Product-Specific Return Conditions

• Returns of glue-on tabs and collars
  These products have a shortened return period of one month from the invoice date.

• Returns of hoof care products, padding materials, and similar items
  These products have a shortened return period of one month from the invoice date. Opening the product constitutes acceptance and purchase.

• Returns of hygiene products
  For sealed hygiene items (such as FFP3 masks), there is no right of return or withdrawal once the seal has been removed after delivery.

Special Instructions for Returns from Non-EU Countries

We reserve the right to deduct any customs fees that arise due to missing documentation or incorrect declarations from your refund. The final credit and reimbursement will only be issued after all customs procedures have been completed. Please follow the instructions for returns from non-EU countries carefully to avoid unnecessary costs. If in doubt, contact our team before returning your parcel—we're happy to help!

If possible, include the original invoice number or the export reference number on the package and in the shipping documents.

To avoid complications and charges during customs clearance, it’s important that your return is properly labeled and includes all required documents.

Required Accompanying Documents and Shipping Instructions

• Include a proof of export or a copy of the original invoice with your shipment to confirm that the goods originated in the EU. This is required for duty-free reimport.
• Make sure the shipment is not declared as new merchandise; otherwise, import VAT and possibly customs fees will apply, which we would unfortunately have to deduct from your refund. Always choose the option "Returned Goods" or "Rückware".
• Ideally, mark the package with the following note:
  Returned Goods – Originally Exported from the EU
  Returned Goods – No Commercial Value
• You will need a correctly completed customs declaration (CN22/CN23 or the shipping carrier’s documentation).
  A shipping provider with customs expertise (e.g., DHL Express, FedEx, UPS) can assist you with this.
• You will also need an RMA/Return Form. We have prepared a return form template for your convenience. Please use it when sending items back to us.
  RMA / Return Form Template
• Please attach the RMA form, invoice, export certificate, and customs declaration visibly on the outside of the package—ideally in a document pouch—and ensure careful packaging to prevent shipping damage.

Return Address

Please send your return shipment to the following address:
Duplo Composite Horseshoes
H. Frank Kunststofftechnik GmbH
Vorderfreundorfer Straße 20
94143 Grainet
Germany