Refund policy

REFUND POLICY

Effective Date: March 31, 2026
Last Updated: March 31, 2026

At Petsciety, we want you to be completely satisfied with your purchase. This Refund Policy explains your rights under Dutch consumer protection law and our voluntary extended return period.

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1. YOUR STATUTORY RIGHTS (DUTCH CONSUMER LAW)

a) 14-Day Cooling-Off Period (Bedenktijd)
Under the Dutch Distance Selling Act (Wet Koop op Afstand), you have the right to cancel your purchase within 14 days of receiving your order, without giving a reason.

This is a legal right that applies to all consumer purchases made online in the Netherlands.

b) How to Exercise Your Right
To cancel your purchase:

1. Notify us within 14 days of delivery
Email: returns@petsciety.com
Subject: "Return Request - Order #[your order number]"
Include: Order number, reason for return (optional)

2. Return the product within 14 days of notifying us
Address: [return address will be provided in our response]

3. Product must be:
- Unused and in original condition
- In original packaging with all tags and labels attached
- Accompanied by proof of purchase (order confirmation email)

c) Refund Timeline
We will refund the full purchase price, including original shipping costs, within 14 days of receiving the returned product.

Refunds are issued to the original payment method. Depending on your bank, it may take 5-10 business days to appear in your account.

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2. EXTENDED VOLUNTARY RETURN PERIOD

In addition to the legal 14-day cooling-off period, we offer an extended voluntary return window of 30 days from delivery.

Return conditions for days 15-30:
- Product must be unused, undamaged, and in original packaging
- Proof of purchase required
- Contact returns@petsciety.com to initiate return
- Customer pays return shipping costs

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3. RETURN SHIPPING COSTS

a) Within 14-Day Cooling-Off Period
You are responsible for the cost of returning the product, unless:
- The product is defective or damaged
- We sent the wrong product
- The product does not match its description

In these cases, we will provide a prepaid return label.

b) Voluntary Returns (Days 15-30)
Customer is responsible for return shipping costs.

c) Return Shipping Tips
- Use a tracked shipping service
- Keep proof of postage
- Package securely to prevent damage during transit
- We are not responsible for items lost or damaged during return shipping

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4. NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following items cannot be returned:
- Products removed from sealed packaging (if applicable to specific products)
- Personalized or custom-made items (if we offer these in the future)

If you have questions about whether a specific product is returnable, contact us before purchasing.

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5. DEFECTIVE OR INCORRECT PRODUCTS

a) Reporting Issues
If you receive a defective, damaged, or incorrect product, contact us within 7 days of delivery:

Email: support@petsciety.com
Subject: "Defective/Incorrect Product - Order #[your order number]"
Include:
- Order number
- Description of the issue
- Photos of the product and packaging (if damaged)

b) Resolution
For defective or incorrect products, we will:
- Provide a prepaid return label (no cost to you)
- Issue a full refund or send a replacement (your choice)
- Process the refund/replacement within 7 days of receiving the returned product

c) Damaged During Shipping
If your product arrives damaged, contact us immediately with photos of:
- The damaged product
- The shipping box/packaging

We will file a claim with the carrier and send a replacement or issue a refund.

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6. REFUND PROCESS

a) Inspection
When we receive your return, we will inspect the product to ensure it meets return conditions (unused, original packaging, etc.).

If the product is used, damaged, or missing components, we reserve the right to:
- Deduct a proportionate amount from the refund
- Refuse the return (we will contact you first)

b) Refund Amount
- Full purchase price of the product
- Original shipping costs (for 14-day cooling-off period only)
- Return shipping costs are NOT refunded (unless product was defective/incorrect)

c) Refund Method
Refunds are issued to the original payment method:
- Credit/debit card: 5-10 business days
- iDEAL/Mollie: 3-7 business days
- Other methods: As per payment provider's processing time

d) Refund Notification
You will receive an email confirmation when:
- We receive your return
- Your refund is processed

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7. EXCHANGES

We do not currently offer direct exchanges. If you want a different product:

1. Return the original product for a refund
2. Place a new order for the desired product

This ensures the fastest processing time.

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8. CANCELLING AN ORDER BEFORE SHIPMENT

If you want to cancel your order before it ships:

If we can cancel the order before processing (within 1-2 business days), we will issue a full refund.

Once an order has shipped, you must follow the standard return process.

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9. LEGAL GUARANTEE (WETTELIJKE GARANTIE)

Under Dutch and EU law, all products are covered by a legal guarantee:

a) Conformity Guarantee
Products must:
- Match their description
- Be suitable for their intended purpose
- Be of satisfactory quality

b) Time Limit
You have 2 years from delivery to report defects that existed at the time of purchase.

c) Remedies
If a product is defective within the guarantee period, you are entitled to:
1. Repair or replacement (our choice)
2. If repair/replacement is not possible: Price reduction or full refund

To claim under the legal guarantee, contact us at support@petsciety.com with:
- Order number
- Description of the defect
- When the defect was discovered

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10. EXCLUSIONS

The legal guarantee does not cover:
- Damage caused by misuse or neglect
- Normal wear and tear
- Damage caused by pets (e.g., chewing, scratching)
- Modifications made to the product

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11. CONSUMER DISPUTE RESOLUTION

a) Contact Us First
If you are not satisfied with how we handle your return or refund, please contact us at:
Email: info@s-acommerce.com
Phone: +31 6 38109201

We will do our best to resolve the issue.

b) Independent Dispute Resolution
If we cannot resolve the issue, you can:

1. Use the European Commission's Online Dispute Resolution platform:
Website: ec.europa.eu/consumers/odr

2. Contact the Dutch Consumer Association (Consumentenbond):
Website: consumentenbond.nl

3. File a complaint with the Dutch Consumer Authority (ACM):
Website: acm.nl

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12. QUESTIONS?

If you have questions about returns or refunds:

Email: returns@petsciety.com or support@petsciety.com
Phone: +31 6 38109201
Address: S&A Commerce, Titushof 45, 3453 JE De Meern, Netherlands

We typically respond within 24 hours (Monday-Friday, 9:00-17:00 CET).