Right of Withdrawal and Returns
| Right of Withdrawal |
| The consumer may exercise the right to withdraw from the agreement within 14 days of receiving the product without giving any reason and without paying a penalty. The right of withdrawal may also be exercised before the product is delivered. For service purchases, this period begins on the date the agreement is concluded. Notice of withdrawal may be submitted in writing, by email or through the website. The consumer must return the product within 14 days of submitting the notice of withdrawal. Payments collected are refunded no later than 14 days after the product is handed over to the carrier specified for the return, using a payment method consistent with the payment instrument used by the consumer. |
| Return Conditions and Process |
| The product to be returned must be sent complete with its original packaging, accessories, promotional products and any other components, where applicable. If the invoice is available, sending it with the product helps the return process to be completed more quickly. The consumer may use the product only to the extent necessary to inspect its nature, characteristics and functioning. The consumer may be responsible for any loss in value resulting from use or consumption beyond what is necessary for an ordinary inspection, or from damage caused by the consumer. For returns made under the right of withdrawal through the contracted courier company specified by Onzipet, the consumer will not be charged a return shipping fee. Once the return request is received, the necessary shipping information will be provided to the consumer. |
| Non-Returnable Products |
| Under applicable law, the right of withdrawal cannot be exercised for the following products: – Products specially prepared in accordance with the consumer’s requests or personal needs, – Products that may deteriorate rapidly or whose expiry date may pass quickly, – Products whose protective elements, such as packaging, tape, seal or wrapping, have been opened after delivery and which are unsuitable for return for health or hygiene reasons, – Products that become mixed with other products after delivery and cannot, by their nature, be separated, – Services performed instantly in an electronic environment and intangible products delivered instantly to the consumer, – Periodical publications such as newspapers and magazines, except those supplied under a subscription agreement, – Accommodation, transportation, car rental, food and beverage supply, entertainment and leisure services that must be provided on a specific date or during a specific period. Food, treats, supplements, care products and hygiene products whose packaging, protective tape or seal has been opened cannot be accepted for return under the right of withdrawal if they are unsuitable for resale for health or hygiene reasons. The consumer’s statutory rights remain reserved if the product is defective, spoiled, damaged, incomplete or incorrectly supplied. |
| Products That Cannot Be Delivered |
| If it becomes known that delivery of the ordered product is impossible, Onzipet will notify the consumer in writing or through a durable data medium within 3 days. The product price and any delivery charges are refunded no later than 14 days from the date of notification. The mere fact that a product is out of stock is not, by itself, considered impossibility of delivery. |
| Damaged, Incomplete, Incorrect or Defective Products |
| If the delivered product is damaged, incomplete, spoiled, incorrect or does not conform to the characteristics specified in the order, the consumer may contact Onzipet. If there is visible damage to the shipping package, preparing a damage report with the courier and taking photographs where possible helps the review process to be completed more quickly. However, failure to prepare a report at the time of delivery does not automatically eliminate the consumer’s statutory rights concerning defective goods. In the event of defective goods, the consumer may exercise one of the following rights: withdraw from the agreement and receive a refund; request a reduction in price proportionate to the defect; request replacement with an equivalent defect-free product, where possible; or request free repair, where appropriate to the nature of the product. The costs of returning and shipping a defective product cannot be charged to the consumer. |
