Returns

Is the item not what you were looking for? What a shame! If the item is in its original condition and meets the return policy, you can return it within 14 days by sending an email to info@petspride.nl using the return form . Is your product not working properly? Then go down to 'Repair Policy'.

After registering, you have 14 days to return the item.

Within 14 days of receiving your return, we will refund the purchase price (including any shipping costs), provided the product has already been returned in good order.

As the sender, you are responsible for shipping your package. You are responsible for the shipping label ( consult your carrier's website for exact rates ). Following the return instructions significantly reduces the risk of errors. For a smooth process, it's important that the return form is completed in full.

Download the return form here.


Return Policy:

You may touch and examine an item as you would in a store. Don't use the item more than necessary if you're not sure you want to keep it.

– If you exercise your right of withdrawal, the product must be returned with all accessories supplied and – if reasonably possible – in packaging.

If the product is damaged or the packaging is damaged beyond what's necessary to try it out, we may charge you for the reduction in value. Therefore, please handle the product with care and ensure it is properly packaged when returning it.

Repair conditions:

We work very carefully on our products, but unfortunately, in rare cases, an item may not work properly. Do you have a defective product? Contact us quickly! We'll be happy to resolve it for you.

Prepare your service request.

  1. The following things are needed to process the request;
    – clear description of the problem;
    – a photo or video of the problem;
    – an invoice or order summary with the purchase date visible.
  2. Get in touch.
     This can be done via Pets Pride's WhatsApp customer service at +31 85 060 7363.
    Unfortunately, calling is not possible, because the problem is assessed by means of text and photo/video material.
    Would you rather call? You can send a text or email to schedule a call.
  3. Identify problem.
     Once we've received all the information, we'll diagnose the problem for you. A decision will then be made.
    The item can be reset/made remotely and does not need to be shipped. Or;
    The item cannot be reset/repaired remotely. We will send you a new item/part.
  4. Solution.
    If the item can't be repaired remotely, we'll send you a new one. This shipment will include instructions on how to replace the part or device, if necessary, and you'll receive a return label to send the old item back. This can easily be done by reusing the old box.