Refund policy
We want you and your pet to love every order. You have two separate ways to send something back: your statutory right of withdrawal (14 days) and our voluntary 30-day returns promise.
Seller: petsdojo – Ailiyaer Maimaiti (sole trader), Brauerstraße 8, 76137 Karlsruhe, Germany · E-mail: petsdojo.eu@gmail.com
1. Statutory right of withdrawal (14 days)
If you are a consumer, you can withdraw from your purchase within 14 days without giving any reason. The full conditions are set out in the Right of withdrawal notice below, together with a model withdrawal form.
2. Our voluntary 30-day returns promise
On top of the statutory right of withdrawal, you can return items within 30 days of delivery.
- This promise applies to items that are unused, clean and complete, in their original packaging.
- Please e-mail us before you send anything back – we can only accept voluntary returns that you have announced to us.
- For voluntary returns we refund the purchase price of the returned items.
- This promise does not limit your statutory right of withdrawal or your statutory warranty rights.
How to return an item
- E-mail us at petsdojo.eu@gmail.com with your order number and the item(s) you want to return. Please always contact us first, so we can match your return.
- Send the item(s), safely packed, to: petsdojo – Ailiyaer Maimaiti, Brauerstraße 8, 76137 Karlsruhe, Germany.
- Keep your proof of postage or tracking number and send it to us.
- Once your return has arrived (or you have sent us proof that you sent it), we refund you.
Return shipping costs
- For withdrawals and voluntary returns, you pay the direct cost of return shipping.
- If an item is defective or we sent you the wrong item, we pay the return shipping costs. Please contact us first and we’ll tell you how to send it back.
Refunds
- We refund within 14 days of receiving your return or your proof of return, whichever is earlier, using the original payment method. You won’t be charged any fees for the refund.
- If you withdraw from the whole contract under the statutory right of withdrawal, we also refund the original standard delivery costs (see the notice below).
- How long the money takes to appear on your account depends on your bank or payment provider.
Exchanges
Want a different size or colour? Tell us when you contact us. In most cases we refund the returned item and you simply place a new order – that’s the quickest way.
Damaged, faulty or wrong items
If something arrives damaged, faulty or isn’t what you ordered, please e-mail us with your order number and a photo. Your statutory warranty rights apply in full. We do not offer an additional manufacturer’s guarantee.
Cancelling an order before dispatch
Orders are dispatched within 1–3 working days. If you want to change or cancel an order, contact us as soon as possible. Once it has been dispatched, it can no longer be changed, but you can still return it as described above.
Right of withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us
petsdojo – Ailiyaer Maimaiti
Brauerstraße 8
76137 Karlsruhe
Germany
Phone: +49 162 4009878
E-mail: petsdojo.eu@gmail.com
of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at petsdojo – Ailiyaer Maimaiti, Brauerstraße 8, 76137 Karlsruhe, Germany, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
End of the withdrawal notice
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
– To petsdojo – Ailiyaer Maimaiti, Brauerstraße 8, 76137 Karlsruhe, Germany, e-mail: petsdojo.eu@gmail.com:
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
– Ordered on (*)/received on (*),
– Name of consumer(s),
– Address of consumer(s),
– Signature of consumer(s) (only if this form is notified on paper),
– Date
(*) Delete as appropriate.
