Return and Withdrawal Policy – PetBoutique.it

PetBoutique.it recognizes legal rights to its consumer customers and offers additional commercial options, according to the following clear and transparent rules.

1. Right of Withdrawal (Legal)

PetBoutique.it guarantees customers the right to withdraw from the purchase within 14 days from the date of receipt, as provided by D. Lgs. 206/2005 (Consumer Code, arts. 52-59) and by the Directive 2011/83/EU on consumer rights.

1.1 Withdrawal Procedure

1. Communicate the intention to withdraw by sending an email to resi@petboutique.it, indicating:
• Order number
• Items subject to withdrawal
• Optional: reason

1. The request must be made within 14 days of delivery.
2. PetBoutique will send confirmation and return instructions.
3. The return must take place within 14 days from the withdrawal communication.

1.2 Product Conditions

• Products intact, unused, in the original packaging and complete with accessories and informational materials.
• Excluded products:
• Perishable (dry food, wet food, snacks)
• Customized at the customer's request (e.g. engraved tags)
• Products that, for hygiene or safety reasons, cannot be returned if opened or used (e.g. animal care products such as shampoo, detergents, creams, perfumes).

2. Commercial Return / Size Exchange

The commercial return is an optional service, useful for replacements or Size exchanges, not subject to the legal right of withdrawal.

2.1 Return Procedure

1. Send request to resi@petboutique.it, indicating:
• Order number
• Item(s) to return
• Reason (optional)

1. PetBoutique will send detailed return instructions.
2. The customer can choose optional shipping services (home pickup, InPost point).

2.2 Conditions

• Products intact, unused, in the original packaging, complete with accessories and informational materials.
• Size exchange: the customer can place a new order independently; the original product must be returned according to the general return conditions.
• Excluded products: as for legal cancellation.

3. Refund and Fees

3.1 Methods

• The refund can be made via purchase voucher, valid for 60 days, also for sale or end-of-line items.
• Return shipping is always the customer's responsibility.

3.2 Fees / Threshold Discounts

• Fees related to promotional discounts or Free Shipping at threshold apply to both commercial returns and legal cancellations.
• If the residual value of the products, after partial return or cancellation, falls below the required threshold, the discount is no longer applicable and the related cost will be deducted from the refund.
• This is not a penalty, but an adjustment of a threshold promotion.

3.3 Operational fees

• Operational fees (packaging, warehouse labor, financial costs) apply only to commercial returns.

3.4 Optional shipping services

• Home pickup: €14 up to 5 kg, €20 up to 15 kg
• InPost Point: €9.80 up to 20 kg
• Payment will be agreed with the customer and remains their responsibility, regardless of the type of return/cancellation.

4. Optional return shipping services

• As above: paid services, agreed with the customer, always separate from the mandatory return shipping.

5. Failure to pick up the package

• If the customer does not pick up the package, all costs incurred by PetBoutique related to the failure to comply will be withheld from the refund:
• Storage fees
• Any redelivery or return fees
• Other costs incurred by the courier
• Return shipping is always borne by the customer.

6. Order Cancellation

• Orders not processed can be canceled free of charge by contacting resi@petboutique.it.
• Orders already processed cannot be canceled; the customer may exercise the right of withdrawal.
• Orders with personalized or perishable products cannot be canceled once confirmed.

7. Important notes

• Returns not accepted (damaged products, not intact, lacking authenticity) → return shipping costs borne by the customer.
• For any doubts, contact customer service: resi@petboutique.it.

⚠️ Points of attention for the customer

1. Shipping responsibility
• Responsibility for the quality and outcome of the shipment is always borne by the customer, both for couriers chosen independently and for optional services sent by PetBoutique.
• If the package does not arrive or is damaged during transport, PetBoutique cannot be held responsible.

1. Packaging quality

• The customer must ensure that the product is properly packed to withstand transport.
• In case of reuse of the original packaging, remove labels, barcodes, or other elements that may cause confusion with the courier.
• Follow the best practice for a safe shipment: stable packaging, product protection with appropriate materials, secure closure of the package.