Complaints & Returns

At PetWareShop we place great value on customer satisfaction. In general a money back guarantee applies. Below you will find more information about the steps to follow if you are not satisfied with our products. In the extreme case that we cannot resolve your complaint, you as a consumer can submit your complaint to the Disputes Committee via the European ODR Platform.

Delivery faults or product defects

Check immediately after the delivery whether you have received the correct product and whether it was delivered undamaged and complete. If this is not the case, please report your complaint within 14 days of receiving your order using the complaint-or-return module below.

If your complaint is justified, we will send a replacement product or take the product back.

Withdrawal of your order

The right of withdrawal only applies to customers within the European Union.

If you are not satisfied with the product for other reasons, you can also return it. Please report your withdrawal within 14 days of receipt of your order using the complaint-or-return module below.

You must return the product within 14 days after your withdrawal. After we have received the returned product, we will refund you the purchase amount within 14 days. In the event of a withdrawal, the costs of the return transport are at your own expense.

When returning, always reuse the outer box in which the product was delivered to prevent damage during return transport. A self-made outer box may also prove to be too large and this may cause delays and/or additional costs during return transport.

Products which have been specially made to order cannot be returned. This is stated for the relevant product on the product page and is shown in the shopping cart.

Return conditions

We only accept returned items that:

• Are registered.
• To be returned in the original undamaged factory packaging.
• Be complete, undamaged and unused; if this is the case, the costs of depreciation can be charged.

Register complaint or return

1. Search for your order by entering your email address and order number.
2. Select the product you want to return or about which you have a complaint.
3. Select the reasons that apply, attach any photos and comments, and submit the application.

Once our customer service has processed your application, you will receive follow-up instructions by email.