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Returns and Warranties

If the item does not correspond to what was ordered or is defective, this fact must be reported within 14 days after receipt of the order. After receiving this complaint, we will schedule the collection of the product to be returned and delivery of the new article. If there is no product to replace, the amount paid will be refunded.
If the return is made for any other reason, which is not the responsibility of Petness, should be made within 14 days after purchase (WITH 30 DAYS GUARANTEE OF TRANQUILITY!) and shipping costs will be for the customer. There will be no refund of the amount paid but its refund in the form of credit to use in the store in the form of points.
In both cases described above, the item must be correctly packaged and in the same condition in which it was purchased and accompanied by the respective invoice (or invoice number).
It is the customer's responsibility to check the good condition of the item at the time of delivery and to point out any damage that has been detected on the delivery note. If this does not happen, we cannot guarantee the exchange of the item.
Products under warranty that have a defect (not due to misuse) can be exchanged for an identical one, within the stipulated period, which may vary depending on the item and supplier in question.
If an order is not received by the customer and returned to the sender, postage will be charged on a second shipment if you wish to resend it.

Exception: no returns of medications or antiparasitic drugs are accepted under any circumstances, unless the wrong product is shipped by our mistake, in which case we will collect and ship the correct product.

Refunds - summary

In case of refund for reasons attributable to lack of stock or other responsibility of ours, we give the customer 2 options: receive the value in points in your account or by the same means of payment of the order
If the customer does not respond with their preferred option within 2 weeks, the value will be credited in points in their customer account and may not subsequently revert to another means
If the customer returns on his or her own initiative, the refund is always made as a credit in the form of points in the customer's account
The maximum legal refund period is 14 days


We are not responsible for any customs taxes or destruction of forbidden products in destination country. Those are rules that escape our control. When the order leaves our warehouse, the client agrees that it will not be possible to ask for a refund, even if the order is not delivered at destination. 


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