General terms and conditions & returns

General Terms and Conditions ( 5 th April,  2023)

The following terms and conditions also contain legal information about your rights under the regulations governing contracts in remote sales and electronic commerce.

Scope of Application
These General Terms and Conditions (GTC) apply to all products sold by Barbara Heinz to consumers (§ 13 BGB). The products are all tailored to dogs, handmade, and are fashionable accessories.

Contracting Parties
The purchase contract is concluded with Barbara Heinz. If you have any questions, requests, suggestions, or complaints, please contact me: Phone number: +43677/64307185 Email:

Order Process and Conclusion of Contract
All products that can be purchased in the online shop are handmade by me. For the dog coats, you must measure your dog and then enter the measurements into the form provided for the product. The dog coat will then be custom-made for your dog!

Deviation in Color and Design of Products
Green Dog offers some upcycling products, such as upcycled raincoats made from used tents. Each upcycling product is unique and differs slightly in color and design. Please note that there may be slight color deviations

Shipping and payment options


Klarna immediate transfer: With this online payment system, you can pay for your purchase immediately by direct transfer. You will immediately receive the payment confirmation.
eps immediate transfer
Visa, Mastercard, Maestro and American Express:
When you place your order, you send us your credit card details at the same time. The payment transaction is carried out automatically by the credit card company and your card is charged. There are fees depending on the card!
Shop Pay, Apple Pay, Google Pay

 -> We are exempt from VAT according to the small business regulation!



Shipping options: We also offer liability up to 510 euros for most countries (this always costs 1 euro more), as well as express shipping (please refer to the price at checkout).

Shipping partners: UPS for shipping to England, Post AG for shipping to all other countries.

Delivery times: All products are made to order (this takes 5-7 days!).

Customs duty: For some countries, you (the customer) may need to pay customs fees.

Currency: All prices are listed in Euro, and the currency will be automatically converted (you can select this in the footer).

Return and customs notice: Please inquire with the shipping partner regarding the cost of customs fees and other import charges if you want to return a package. You may also need to fill out a customs form. If you want to return a package, you are responsible for the shipping costs (as well as customs and other import fees). The price of the product (excluding shipping and customs) will be refunded.

Exchange: If you want to exchange a package, please send me an email!


Free shipping: Only valid for standard shipping

-> Free shipping on orders over 100 euros.
-> Enter this code at the checkout: VERSANDKOSTEN FREIE LIEFERUNG
-> The discount can be combined with other discounts.

Standard Shipping (Liability to 100 Euro)

Australia: 27,13 Euro, delivery time 12-15 days (customs dutys)

Belgium: 14,52 Euro, delivery time 8-11 days

Bulgaria: 14,52 Euro, delivery time 10-14 days

Denmark: 14,52 Euro, delivery time 8-11 days

Germany: 14,02 Euro, delivery time 7-9 days

Germany Büsingen and Helgoland: 14,02 Euro, delivery time 7-9 Tage (customs dutys)

Estonia: 14,52 Euro, delivery time 7-10 days

Finland: 14,52 Euro, delivery time 8-11 days

Finland Aland Inseln: 14,52 Euro, delivery time 9-12 days (customs dutys)

France 14,52 Euro, delivery time 8-12 days

France Korsika: 14,52 Euro, delivery time 8-12 days (customs dutys)

Greece: 14,52 Euro, delivery time 9-12 days

Ireland: 14,52 Euro, delivery time 9-12 days

Iceland: 15,02 Euro, delivery time 8-11 days (custom dutys)

Italy: 14,02 Euro, delivery time 7-10 days (custom dutys for somer citys)

Croatia: 14,52 Euro, delivery time 8-11 days

Canada: 19,16 Euro, delivery time 10-16 days (custom dutys)

Lattvia 14,52 Euro, delivery time 9-12 days

Luxemburg: 14,52 Euro, delivery time 9-12 days

Liechtenstein: 15,02 Euro, delivery time 8-11 days (customs dutys)

Lithunia: 14,52 Euro, delivery time 9-12 days

Malta: 14,52 Euro, delivery time 9-12 days

Netherlands: 14,52 Euro, delivery time 9-12 days

Norway: 15,02 Euro, delivery time 8-11 days (customs dutys)

Austria 4,70 Euro, delivery time 8-9 days

Polen: 14,52 Euro, delivery time 9-12 days

Portugal: 14,52 Euro, delivery time 9-12 days

Portugal Madeira und Azoren: 14,52 Euro, delivery time 9-12 days (customs dutys)

Romania: 14,52 Euro, delivery time 9-12 days

Sweden: 14,52 Euro,  delivery time 9-12 days

Switzerland 15,02 Euro,  delivery time 8-11 days (customs dutys)

Slovakia 14,02 Euro, delivery time 7-10 days

Slovenien: 14,02 Euro, delivery time 7-10 days

Czech Republic: 14,02 Euro, delivery time 8-11 days (customs dutys)

Hungary: 14,02 Euro, delivery time 7-9 days

England (United Kingdom): 20 Euro, delivery time 8-11 days (customs dutys)

America (United states of america): 19,16 Euro, delivery time 12-16 days (customs dutys)

Cyprus: 14,52 Euro, delivery time 11-16 days


Transport damages
If goods are delivered with obvious transport damages, please report such defects as soon as possible to the delivery person and contact us immediately. Failure to report or contact us will have no consequences for your legal claims and their enforcement, in particular your warranty rights. However, you will help us to assert our own claims against the carrier or transport insurance.

The customer must prove that the defect was already present when the goods were received (for example, by a photo). The customer is therefore obliged to check the goods immediately upon receipt and to report any defects within 7 days. Minor irregularities in the products are a sign that the goods were made by hand rather than by machine and are therefore excluded from the warranty. If there is still a defect, please contact me so that I can repair or replace the product as necessary. Bitten or chewed items will not be refunded.

Return policy
Step 1: Email to
Step 2: I will send you the sample revocation form, which you must fill out and send back to me by email.
Step 3: Send the product(s) to the following address within 14 days: Barbara Oster, Freyung 6/2/5, 1010 Vienna, Austria.

You have the right to revoke this contract within fourteen days without giving reasons. The revocation period is fourteen days from day 1. In order to exercise your right of revocation, you must inform me of your decision to revoke this contract by means of a clear statement (e.g. a letter or email sent by post). To comply with the revocation period, it is sufficient to send the notice of exercise of the right of revocation before the end of the revocation period. You can use the sample revocation form. If there is a manufacturing defect (the product is several centimeters too small or too large), please send me a photo or video with the product on your dog so that the error can be traced.

Consequences of revocation
If you revoke this contract, I will refund you all payments that I have received from you, including delivery costs (except for additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by me), immediately and no later than fourteen days from the day on which I receive notification of your revocation of this contract. I will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this refund. I may refuse to refund until I have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return the goods immediately and in any event no later than fourteen days from the day on which you inform me of the revocation of this contract to Barbara Oster, Freyung 6/2/5, 1010 Vienna, Austria. The deadline is met if you send the goods before the expiry of the fourteen-day deadline.  You only have to pay for any loss of value of the goods if this loss of value is due to handling of the goods that is not necessary to examine their nature, properties and functionality, or if the goods have been used or damaged. The customer is responsible for the shipping costs for returning the goods.

Sample Cancellation Form (Template of the Austrian WKO)
If you wish to cancel the contract, please fill out this form and send it back to [insert name, address, and optionally fax number and email address of the entrepreneur as provided by the entrepreneur].
I/We () hereby cancel the contract concluded by me/us () for the purchase of the following goods: Ordered on ()/received on ()
Name of the consumer(s) Address of the consumer(s) Date
Photo/video in case of a manufacturing defect.

No right of withdrawal/No returns possible
Damaged or dirty products cannot be returned!!!

Reservation of title
The goods remain my property until full payment is received.

The products have been tested and manufactured with the utmost care. All Green Dog products are fashionable accessories. Please take good care of your product and do not use it if it is damaged. The owner of Green Dog is not responsible for any improper use and resulting damage. Especially the leashes and collars are not suitable for dogs that chew or bite on them and the products are not suitable for dogs that pull strongly during walks. The products are suitable for dogs that walk obediently on a leash. If you are unsure whether a particular product is suitable for your dog, please contact me!

Applicable law and jurisdiction
Austrian law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer within the meaning of the Consumer Protection Act (KSchG), the court responsible for any claims against you is the one in whose district your place of residence, habitual residence or place of employment is located. In all other cases, the court having jurisdiction shall be agreed as the court for substantive matters - Vienna, 3rd district.

Dispute resolution
The European Commission provides a platform for online dispute resolution (ODR). We are not obliged and not willing to participate in a dispute settlement procedure before a consumer arbitration board.