Avoid Limuzz at all costs!
I ordered a custom dog muzzle from Limuzz for €110.79, including a paid fit guarantee. I followed the measurement guide on the website, entered the requested measurements, and submitted photos.
I received the first substantive response about my measurements approximately two weeks after placing the order. The company explained that illness and an emergency surgery within the team had caused delays. I sympathise with personal emergencies, but I would have expected proactive communication about the delay, particularly because the measurement review was necessary before production could proceed.
After payment, I was informed that the measurements I had submitted according to the website’s guide supposedly could not be used together in the company’s internal construction model. I was then asked to pay an additional €41.45. This would have brought the total price to approximately 150% of the original price. I did not agree to this because I found the process non-transparent: the website accepted the measurements, calculated a price, and confirmed the order without clearly warning that a later manual review could require a substantial price increase.
I requested cancellation and a full refund within approximately 12 hours of receiving the first email about the measurement issue, at a point when it was clear from the company’s own messages that production had not yet started. The company refused cancellation.
I also found the explanations about the measurement instructions contradictory. The website instructions I saw stated “Keine Zugaben” (“no additions”), while the company later stated that the circumference should have been measured loosely. When I pointed out this contradiction, I was told that the website images were only examples and that different dog anatomies could not necessarily be assessed using the same construction relationships. This was not sufficiently clear to me before ordering.
The company then stated that it would proceed with the original order but remove the paid fit guarantee, while repeatedly saying that it considered the resulting muzzle likely unsuitable or non-functional for my dog. After I later objected to production of a muzzle described this way, I was told that it was already in production.
I repeatedly requested the exact terms and conditions relied on for the post-order price increase, refusal to cancel, and removal of the fit guarantee. This request was not answered in the correspondence.
Overall, I found the delayed communication, unclear and apparently contradictory measurement process, unexpected post-payment price increase, refusal to cancel, and handling of the paid fit guarantee stressful and disappointing. The dispute is currently unresolved.
I recommend that prospective customers obtain written clarification before ordering about whether submitted measurements may be adjusted after payment, whether the quoted price can change after manual review, whether cancellation is possible if a revised price is declined, and what happens to the fit guarantee in that situation.