RETURN OPTION : STANDARD ITEMS
Consumers have the legal right to cancel their order within 14 working days, starting from the day after the order was received. To excersice this right, you must notify us by e-mail at [email protected] or by any durable media addressed to our company address (see below). Although you are not required to provide this, we do appreciate it if you inform us of the reason of cancellation, to allow us to improve our services in the future. If you have already paid for your goods, we will refund you within 30 days. If the goods have already been sent to you, you will need to ship the goods back to us at your costs, no later than 14 days after you have notified us. Do not ship goods back to us without notifying us.
RETURN OPTION : TAILOR MADE ITEMS / PERSONALISED ITEMS
The legal right to cancel does not apply on tailor made or personalised items. We do not produce an inventory for tailor made items and we are not able to exchange and then resell any of the tailor made items or products. Therefore we cannot offer exchanges, credits or refunds if you choose this option. Please note that traces of sprays of any sort will void the below detailed Return Option, and/or any other future return option.
All materials and workmanship are warrantied for a period of one month from the date of purchase, and therefore all repairs are carried out at no cost to you during this time. Additionally to the legal right to cancel within 14 working days, if for any reason you are unhappy with your purchase you may return the purchased item within 14 working days after the delivery date of your goods (not applicable for tailor-made items). You will have to pay for the costs of shipping the item back to us. In the case of a manufacturing defect Pet-Joy will refund you the shipping costs.
Note: This guarantee does not cover any accidental damage - including but not limited to, chewing, digging, acts of nature, outdoor use.
If you have placed an order you will need to make sure that you are aware that you will be receiving a parcel from a transporting agent who will pass by your delivery address. If by your doing, the package cannot be delivered (eg. refusal of package, not present for delivery multiple times, did not pickup/reschedule with transport agent, ...), you will be charged a fee of 25% of the purchase value to cover our costs. This cost does not apply when excersice your legal right to cancel as described above.
If needed, we will issue you a return authorization number (Parcel Number), and we will detail the item(s) that you need to return. We have the right to refuse a return that has been shipped without the Parcel Number, and/or not including the correct documentation (unless when excercising your legal right to cancel conform the Begian distant selling law).
To return an item for exchange/repair, please follow the following steps:
1. In case of warranty/defect, only return the authorized item (cushion, duvet etc)
2. Use the original packaging and enclose the original documentation.
3. Write the return authorization number (Parcel Number) on the address label on the box. *
4. Enclose documentation advising us of the problem, and the reason why you are returning the goods. *
5. Address the package to:
Customer Service Dept. Parcel Nr.: _____ ( Important: Please Mention your personal Parcel Number here !!! )
Pet-Joy Products BVBA
Hoge Mauw 361
78701 ARENDONK, BELGIUM