Legal

Welcome to the website of Hagi’s Grooming GmbH available at https://www.hagis.de/ (hereinafter the “Website”). Please read the Delivery and Returns Policy carefully.

Delivery and Returns

Delivery

Below you will find our shipping terms for domestic and international orders. We ship from Germany and offer different shipping carriers, rates and delivery times depending on the destination country.

Shipping costs are displayed during checkout and clearly indicated before you complete your order. All delivery times are estimates expressed in business days (Monday to Friday) and may be subject to delays caused by customs clearance, local public holidays or circumstances beyond our control.

Orders must be placed before 2:00 PM, Monday to Friday, to be eligible for same-day dispatch. Deliveries take place Monday to Friday only. If an order or delivery date falls on a nationwide public holiday, delivery times will be extended accordingly.

All purchases are insured against theft and accidental damage during transit from our warehouse to your delivery address. Insurance coverage ends once your parcel has been delivered to the specified address.

Please ensure that all shipping information is accurate and complete. We cannot be held responsible for delivery issues resulting from missing or incorrect address details provided at checkout.

Domestic Shipping – Germany

Within Germany, we ship via DHL Paket (National). Shipping costs are €5.90, with an estimated delivery time of 1–2 business days.

Free shipping is available on all domestic orders of €150.00 or more.

International Shipping Zones

Shipping Zone I – Central Europe

Delivery destinations: Austria, Belgium, Czech Republic, Hungary, Luxembourg, Netherlands and Poland.

Two shipping options are available for these destinations:
GLS International: €10.00 | 4–7 business days
UPS International: €15.00 | 1–4 business days

Shipping Zone II – Europe

Delivery destinations: Denmark, Spain (excluding the Canary Islands), France, Croatia, Italy, Portugal (18 of 20 regions), Romania and Slovenia.

Shipping is provided via UPS International at a cost of €15.00. The estimated delivery time is 2–5 business days.

The two excluded Portuguese regions are subject to the shipping conditions outlined under “Other International Countries and Regions”.

Shipping Zone III – Extended Europe

Delivery destinations: Bulgaria, Cyprus, Estonia, Finland, Greece, Ireland, Lithuania, Latvia, Malta, Sweden, Slovakia, Ceuta and Melilla, and Monaco.

Shipping is provided via UPS International at a cost of €20.00. The estimated delivery time is 3–8 business days.

Shipping Zone IV – Non-EU Europe and Special Territories

Delivery destinations: Switzerland, United Kingdom, Andorra, San Marino and Norway.

Shipping is provided via UPS International at a cost of €20.00. The estimated delivery time is 2–5 business days.

Deliveries to countries outside the EU customs territory may be subject to additional import duties and customs formalities.

Shipping Zone V – North America and Türkiye

Delivery destinations: Canada, United States of America and Türkiye.

Shipping is provided via UPS International at a cost of €25.00. The estimated delivery time is 3–5 business days.

Shipping Zone VI – Asia, Middle East and Other International Destinations

Delivery destinations: United Arab Emirates, Hong Kong, Japan, Singapore, China, India, Saudi Arabia, Taiwan, Bosnia and Herzegovina, Kosovo, Moldova, North Macedonia, Serbia, Ukraine and Mexico.

Shipping is provided via UPS International at a cost of €25.00. The estimated delivery time is 3–5 business days.

Other International Countries and Regions

We also ship to numerous additional countries and regions worldwide.

Shipping is provided via UPS International at a cost of €35.00. The estimated delivery time is 5–9 business days.

The following countries and territories are included in this shipping zone:
Oceania and the Pacific: Australia, New Zealand, Christmas Island, Cocos (Keeling) Islands, Cook Islands, Fiji, French Polynesia, Kiribati, Nauru, New Caledonia, Niue, Norfolk Island, Papua New Guinea, Pitcairn Islands, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu, U.S. Outlying Islands, Vanuatu, and Wallis and Futuna.

Africa: Algeria, Angola, Benin, Botswana, British Indian Ocean Territory, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Republic of the Congo, Democratic Republic of the Congo, Côte d’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, French Southern Territories, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Réunion, Rwanda, São Tomé and Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, St. Helena, Sudan, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia and Zimbabwe.

Asia and the Middle East: Israel, Malaysia, South Korea, Afghanistan, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei, Cambodia, Georgia, Indonesia, Iraq, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Lebanon, Macao SAR, Maldives, Mongolia, Myanmar, Nepal, Oman, Pakistan, Palestinian Territories, Philippines, Qatar, Sri Lanka, Tajikistan, Thailand, Timor-Leste, Turkmenistan, Uzbekistan, Vietnam and Yemen.

Europe and European Special Territories: Åland Islands, Belarus, Faroe Islands, Gibraltar, Guernsey, Isle of Man, Jersey, Montenegro, Russia, Vatican City and the two separately classified regions of Portugal.

Caribbean, Central America and North Atlantic: Anguilla, Antigua and Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Caribbean Netherlands, Cayman Islands, Costa Rica, Curaçao, Dominica, Dominican Republic, El Salvador, Greenland, Grenada, Guadeloupe, Guatemala, Haiti, Honduras, Jamaica, Martinique, Montserrat, Nicaragua, Panama, Sint Maarten, St. Barthélemy, St. Kitts and Nevis, St. Lucia, St. Martin, St. Pierre and Miquelon, St. Vincent and the Grenadines, Trinidad and Tobago, and Turks and Caicos Islands.

South America: Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Falkland Islands, French Guiana, Guyana, Paraguay, Peru, South Georgia and the South Sandwich Islands, Suriname, Uruguay and Venezuela.

Customs Duties and Import Taxes

For deliveries to countries outside the customs territory of the European Union, shipments are made under DAP (Delivered at Place) terms.

We cover transportation costs to the specified delivery address. The recipient is responsible for import customs clearance and the payment of any applicable customs duties, import VAT and other import charges.

These charges are not included in the stated shipping costs and may be collected by the relevant customs authorities or shipping carrier. The amount payable is determined by the applicable regulations of the destination country.

Delivery Times and Order Processing

The stated delivery times are estimates and may vary depending on the delivery address, shipping carrier and local conditions. International shipments, in particular, may experience extended delivery times due to customs inspections, import procedures or local public holidays.

The available shipping options and applicable shipping costs for your delivery address will be displayed during checkout.

Once your order has been dispatched, you will receive a shipping confirmation containing a tracking number, allowing you to monitor the status of your shipment.

Shipping Restrictions

We do not deliver to P.O. boxes or military bases. Orders placed with such delivery addresses cannot be processed.

International shipping of certain products may be restricted due to legal regulations, transportation requirements or country-specific import restrictions. This applies in particular to alcohol-based fragrance products.

Should delivery to your specified address or destination country not be possible, we will notify you accordingly. Any payments already received for orders that cannot be fulfilled will be refunded.

What Should I Do If My Product Arrives Damaged or Defective?

We understand how disappointing it can be to receive a product that is not in perfect condition. If your parcel is visibly damaged upon delivery, please inform the courier and request that the shipment be recorded as “received damaged”. This step helps us investigate the issue and assist you more effectively.

We recommend checking all items against your order as soon as they arrive. If you discover that one or more products have been damaged during transit, please notify us as soon as possible. Kindly retain everything you have received, including all product packaging and outer shipping cartons, as these may be required during the investigation process.

To report an issue, please contact us by submitting a request. Include your order number, details of the affected items, and photographs and/or videos showing the damage or defect. Where possible, please also provide photographs of the bottom of the product and the back or underside of its packaging. This information will help us process your request more efficiently.

To investigate potential quality issues, we may require the affected items to be returned. Following receipt and inspection of the returned products, we will arrange a replacement or refund where applicable.

Please note that we are not responsible for normal wear and tear or accidental damage occurring after delivery. Your statutory consumer rights remain unaffected.

Returns

Can I Return My Purchase?

You have the right to withdraw from your online purchase within fourteen (14) days of receiving your order, without providing a reason. Once you have notified us of your withdrawal, you must return the products within a further fourteen (14) days.

All returned products must be in their original packaging, in perfect condition, and accompanied by all accessories and documentation. We kindly ask that you handle the products with care and inspect them only to the extent necessary, as you would in a physical store.

For sealed products that are not suitable for return due to health protection or hygiene reasons, the right of withdrawal does not apply if the seal has been removed after delivery. This applies in particular to appropriately sealed cosmetic and personal care products.

We kindly ask that you include your order number in your return parcel to help us process your return efficiently. Please retain your tracking number until your return has been fully processed, so you can easily track its status.

For further information, please refer to our Cancellation Policy.

Can I Exchange an Item?

We currently do not offer exchanges for online purchases. If you wish to receive a different product, we kindly ask that you return your original purchase in accordance with our return conditions and place a new order.

You may exercise your statutory right of withdrawal within fourteen (14) days of receiving your order.

We kindly ask that all returned products be sent back in their original packaging, in perfect condition, unused and complete with all accompanying accessories and documentation.

Please note that personalised products and certain unsealed hygiene products may be excluded from the right of withdrawal in accordance with applicable law.

To facilitate the return process, please include your order number in your parcel and retain your tracking number until your return has been fully processed.

When Can I Expect My Refund?

Refunds will be issued to your original payment method within fourteen (14) days of receiving your withdrawal request.

We reserve the right to withhold reimbursement until we have received the returned products or you have provided proof that they have been dispatched, whichever occurs first.

Can I Return an Online Purchase In-Store?

We use Mux in connection with video delivery and video performance Online purchases cannot be returned to our physical stores. All online returns must be sent directly to our distribution centre to ensure accurate and efficient processing.

Return instructions can be found in your order confirmation email and in the footer of our website under “Cancellation Policy”.

Products purchased at one of our physical stores may only be returned to the respective store. Your statutory rights regarding defective goods remain unaffected.