Returns

 

Is the item not what you were looking for after all? That's a shame! If the item is in its original condition and meets the return conditions, you can register it for return within 14 days by emailing info@petspride.nl with the return form. The order number and reason for return (not as reason: see email) must be included in the box (possibly with a separate note), otherwise the return cannot be processed.

Is your product not working properly? Then go to 'repair conditions' below.

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

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

As the sender, you are responsible for shipping your package. The costs of the shipping label are for your own account (consult your carrier's website for exact rates). Following the return instructions significantly reduces the risk of errors. For smooth processing, it is important that the return form is fully completed. 

Download the return form here.

PLEASE NOTE: Without a return reason and order number in the box, we cannot process the return! No printer at hand? Send the return form via email and write your order number AND reason for return (not: see email) on a note in the box!

Return conditions:

– You may touch and examine an item as you would in a store. Do not use the item more than necessary if you are not yet sure whether you want to keep it.

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

 

If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for this reduction in value of the product. Therefore, handle the product with care and ensure that it is well-packaged when returned.

 

Repair conditions:

Great care is taken with our products, but unfortunately, in exceptional cases, an item may not function properly. Do you have a non-working product? Contact us quickly! We'll be happy to help you resolve it.

 

 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 overview with visible purchase date.
  2. Contact us.
    This can be done via Pets Pride's WhatsApp customer service at +31 85 060 7363.
    Calling is unfortunately not possible, as the problem is assessed by means of text and photo/video material.
    Would you prefer to call? Then you can send a WhatsApp message or email to schedule a call.
  3. Problem determination.
    As soon as all information has been received, we will determine the problem for you. The following decision will then be made.
    – The item can be reset/repaired remotely and does not need to be sent in. Or;
    – The item cannot be reset/repaired remotely. We will send you a new item/part.
  4. Solution.
    If the item cannot be repaired remotely, we will send you a new one. In this shipment, you will find a manual if necessary on how to replace the part or device, and you will receive a return label to send the old item back. This can easily be done by reusing the old box.