Withdraw from the contract

Withdrawal from the contract

The right of withdrawal applies exclusively to consumers, understood as natural persons who purchase for purposes unrelated to their commercial, business, or professional activity. Purchases made by parties with a VAT number or in the exercise of their professional activity are excluded from the scope of application of the Consumer Code and do not give the right to the withdrawal provided therein.

For standard products in the catalog not falling within the exclusions indicated below, the consumer has the right to withdraw from the contract within 14 days of receiving the products, without the need to provide any reason, provided that the products are returned intact, in their original packaging, unused, and in the same condition in which they were received.

Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded in the following cases.

Cosmetic and hygiene products with opened packaging. Cosmetic, hygiene, and pet care products (such as shampoos, conditioners, cleansers, coat and skin care products, protectors, and similar items) can only be returned if the original packaging is intact, sealed, and unopened. Pursuant to Art. 59 of the Consumer Code, the right of withdrawal is excluded for sealed goods that have been opened after delivery for hygiene or health protection reasons. This exclusion applies regardless of the quantity used: opening the packaging is in itself sufficient to exclude the right of withdrawal.

Short shelf-life or rapidly perishable food products. For pet food products that are likely to deteriorate or expire rapidly, the right of withdrawal is excluded pursuant to Art. 59 of the Consumer Code. For packaged and sealed long-life food products (such as biscuits, kibble, snacks, and chews in intact packaging), the right of withdrawal applies normally, provided the original packaging is intact and unopened.

Boxes and composite kits. For boxes and kits composed of multiple products (such as cosmetic boxes, food boxes, and kibble trial kits), the right of withdrawal is excluded if even one of the kit components is opened, used, or tampered with, as partial opening compromises the overall commercial integrity. For boxes with intact outer packaging and all internal components unopened, the right of withdrawal applies normally.

Gift Card. Gift cards are excluded from the right of withdrawal once the code or voucher has been communicated to the consumer or activated, as it is digital content whose execution has begun with the consumer’s consent.

Where the same order includes both products subject to the right of withdrawal and excluded products, the consumer may exercise withdrawal limited to only the withdrawable products. The online withdrawal function allows you to indicate the products covered by the request; the seller will verify the withdrawal conditions for each item indicated.

Return Costs & Methods

In case of withdrawal, the seller will refund the payments received, including standard delivery costs, within 14 days of notification of withdrawal. The refund may be withheld until receipt of the goods or until the consumer has demonstrated having returned them, whichever is earlier.

Direct return costs remain the responsibility of the consumer, where previously informed. Products must be returned properly packaged, preferably in the original packaging, so as to guarantee their integrity during transport. The seller reserves the right to verify the condition of the packaging and products upon receipt. Should the goods arrive damaged due to inadequate packaging, the seller may recover from the refund for the verified decrease in value.

The consumer is responsible only for any decrease in value resulting from handling of the goods other than that necessary to establish their nature, characteristics, and functioning.