RETURN & REFUND POLICY

1. Right of Withdrawal (EU 14-Day Rule)

Under EU consumer protection law, customers have the right to withdraw from their purchase within 14 days of receiving the product.

To exercise this right, the intention to return must be communicated before the product is sent back.

The withdrawal period begins on the day the customer receives the goods.

2. Return Conditions

To qualify for a return:

• The product must be unused

• The product must be in original packaging

• The product must be in resellable condition

For hygiene and safety reasons, used pet products may not be eligible for return unless defective.

We reserve the right to refuse returns that do not meet these conditions.

3. Return Shipping Costs

Unless the product is defective or incorrect, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service.

We are not responsible for returns lost during transit.

4. Inspection & Approval

Once the returned product is received, it will be inspected.

If approved, the refund will be processed.

If rejected due to misuse or damage, the product may be returned to the customer at their expense.

5. Refund Processing

Approved refunds are processed within 5–10 business days after inspection.

Refunds are issued to the original payment method only.

Original shipping fees are non-refundable unless required by law.

6. Damaged or Defective Products

If a product arrives damaged or defective:

• The issue must be reported within 48 hours of delivery

• Clear photographic evidence may be required

Once validated, we will provide either:

• A replacement

• A refund

7. Non-Returnable Items

The following items may not be eligible for return:

• Used products

• Opened hygiene-related items

• Items damaged due to misuse

• Products returned after the 14-day withdrawal period

8. Chargebacks & Disputes

Customers agree to seek resolution before initiating a payment dispute.

Unjustified chargebacks will be contested with:

• Delivery confirmation

• Tracking records

• Transaction verification

Fraudulent claims may result in restriction of future purchases.