Returns
Is the item not quite what you were looking for? What a pity! If the item is in its original condition and meets the return conditions, you can register it for return within 14 days via info@petspride.nl.
Is your product not functioning properly? Please scroll down to see our Repair Conditions.
After registration, you have 14 days to return the item (to the Netherlands).
Within 14 days after receipt of your return, we will refund the purchase amount (including any original shipping costs), provided the product has been received back in good condition.
As the sender, you are responsible for returning your package. The costs of the shipping label are at your own expense (please consult your carrier’s website for the exact rates). Following the return instructions greatly reduces the risk of errors. For a smooth process, it is important that the return form is completed in full.
Return Conditions:
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You may handle and inspect an item as you would in a physical store. Do not use the item more than necessary while you are still deciding whether you want to keep it.
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If you make use of 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 damaged more than necessary to inspect the item, we may charge you for the depreciation in value. Please handle the product with care and make sure it is properly packaged when returning.
Repair Conditions
Our products are made with great care, but unfortunately, in rare cases an item may not work properly. Do you have a non-functioning product? Please contact us right away – we’ll be happy to solve it for you.
1. Prepare your service request
The following items are required in order to process your request:
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a clear description of the issue;
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a photo or video of the issue;
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an invoice or order summary showing the purchase date.
2. Contact us
You can reach us via the Pets Pride WhatsApp Customer Service at +31 85 060 7363.
Calling is unfortunately not possible, as the issue must be assessed by means of text and photo/video material.
Would you still prefer to speak by phone? Then please send a WhatsApp message or an email to schedule a call appointment.
3. Problem assessment
As soon as all information has been received, we will assess the problem for you. After that, one of the following decisions will be made:
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The item can be reset/repaired remotely and does not need to be returned; or
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The item cannot be reset/repaired remotely, in which case we will send you a new item or part.
4. Solution
If the item cannot be repaired remotely, we will send you a replacement. If necessary, this shipment will include instructions on how to replace the part or device, as well as a return label to send back the old item. You can easily reuse the original box for the return shipment.
