Security and returns
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At the Mr.Pet online store, customer satisfaction is our top priority.
RIGHT TO WITHDRAWAL FROM PURCHASE AND RETURN OF GOODS
The consumer has the right to withdraw from a distance contract, i.e. an online purchase, within 14 days without giving any reason.
The withdrawal period begins on the day when:
- the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the goods;
- the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the last item of goods if the subject of the contract is several items of goods ordered by the consumer in one order;
- the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the last shipment or piece of goods if the delivery of goods consists of several shipments or pieces;
- The consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the first item of goods if the delivery of the goods is regular within a certain period.
To exercise the right of withdrawal, the consumer must inform the company Pet Network SI doo, Celovška cesta 258, 1000 Ljubljana, e-mail address: splet@mrpet.si of his decision to withdraw from this contract by an unequivocal statement (e.g. by letter sent by post or e-mail). For this purpose, the consumer may optionally use the attached sample withdrawal form (here).
For faster processing of the withdrawal, please provide the order number or invoice number in the notification, and in the case of a refund, also the name, surname, address, bank account number and name of the bank. Regardless of the form of withdrawal, the consumer must provide the company with a copy of the invoice.
In order for the withdrawal period to be observed, it is sufficient that the notification regarding the exercise of the consumer's right to withdraw from the contract is sent before the expiry of the withdrawal period from that contract.
EFFECTS OF WITHDRAWAL FROM THE CONTRACT
If the consumer withdraws from this contract, the company shall reimburse all payments received, including delivery costs (except for additional costs resulting from the choice of a type of delivery other than the most affordable standard delivery offered by the company), without undue delay and in any event not later than 14 days from the day on which the consumer receives the notification of withdrawal from this contract. The company shall make such reimbursement using the same means of payment as was used for the initial transaction, unless expressly agreed otherwise; in no event shall the consumer bear any costs as a result of such reimbursement. The company may withhold payment until it has received the returned goods or until the consumer has provided proof that he has sent the goods back, whichever is the earlier. The consumer shall return or hand over the goods to the company that delivered the goods to the consumer without undue delay and in any event not later than 14 days from the day on which the consumer informed the company of his withdrawal from the contract. A return is considered to be timely if the consumer sends the goods back before the 14-day period expires.
CONDITIONS FOR RETURNING GOODS (restrictions on exercising the right to withdraw from the contract)
The direct costs of returning the goods are borne by the consumer.
The consumer is only liable for any diminished value of the goods due to handling of the goods that is not strictly necessary to determine their nature, properties and functioning. The products must be unused, undamaged and in their original packaging.
The refund option does not apply:
- for goods that are perishable or have a short shelf life (e.g. frozen food),
- for sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer has opened the seal after delivery,
- in other cases in accordance with Article 135 of the Consumer Protection Act (ZVPot-1),
- for medicines due to the interruption of ensuring traceability and ensuring a constant appropriate temperature.
RETURN CONDITIONS WHEN USING THE ''EXCELLENT TASTE GUARANTEE'' OFFER
The direct costs of returning the goods are borne by the consumer.
- The guarantee of excellent taste applies to dry cat and dog food from selected brands,
- At least 80% of the contents must be returned in the original packaging,
- Food can be returned or exchanged within 15 days of purchase, upon presentation of the invoice,
- the purchase and return must be accompanied by the same Mr.Pet club card number,
- The general terms and conditions of the benefit may change and will be published here.
