Refund policy

The statutory right of withdrawal applies within the first 14 days after receipt. This means that you can withdraw your order within this period without giving any reason. After your notice of withdrawal you have another 14 days to send the product back. In the event of withdrawal within this statutory period, we will refund the amount to be refunded no later than 14 days after your notice of withdrawal. We may wait with the refund until we have received the product or until you have demonstrated that you have returned the product, depending on which moment is earlier. In the event of a full withdrawal, we will also refund the standard delivery costs of the outbound shipment, insofar as the law requires this.

The additional period from day 15 up to and including day 30 is a voluntary additional service of Prime AnimalZ. This additional service never limits your statutory rights.

CONDITIONS FOR RETURN

Within the statutory cooling-off period of 14 days you may unpack, inspect and test the product insofar as this is necessary to understand and assess the nature, characteristics and functioning of the product, as you would also be allowed to do in a physical shop. If the product has been used more than is necessary for this assessment, we may charge a reasonable reduction in value.

For our voluntary additional return service from day 15 up to and including day 30, the product must be returned neatly, complete, clean, undamaged and, insofar as reasonably possible, in the original packaging and in resalable condition. If these conditions are not met, we may refuse this voluntary additional return service. This additional service never limits your statutory rights within the first 14 days.

To be eligible for a full refund of a bundle, set, promotional combination or offer with a free extra product, the return shipment must be delivered in full and complete, including all supplied parts, accessories, manuals, free extra products and bundle components. If parts are missing, we may, insofar as legally permitted, deduct from the amount to be refunded the reasonable reduction in value, the lapsed promotional benefit or the value of the missing part as it formed part of the total offer at the time of purchase. Within our voluntary additional return service from day 15 up to and including day 30, we may also refuse an incomplete return.

For a return you need proof of purchase, such as your order number, invoice or other proof of purchase.

REQUESTING A RETURN

To register a return or withdrawal you can contact us at info@primeanimalz.com.

Please state in your request, preferably, your name, order number, the product you want to return and, if you wish, the reason for the return.

After receiving your return request we will send you the further return instructions and, where applicable, a return label and the correct return address.

Our return address is:

Prime AnimalZ
Smidte 48
8407 ET Terwispel
Netherlands

We ask you to register a return in advance, so that we can process your return quickly and correctly. This does not affect your statutory rights. Within the statutory cooling-off period, an unambiguous notice of withdrawal is sufficient to cancel the purchase.

RETURN COSTS

Returns are free at Prime AnimalZ.

If you make use of the statutory right of withdrawal within 14 days after receipt, or of our voluntary additional return service up to 30 days after receipt, we will bear the direct costs of the return shipment.

After you register your return, we will send you the return instructions and, where applicable, a return label or other information for a free return shipment.

If a product is defective, arrived damaged or you have received the wrong product, the costs of return, repair, replacement or redelivery will of course also remain for our account. If a product is faulty or does not correspond to what was agreed, the seller must provide an appropriate remedy free of charge.

DAMAGE, WRONG DELIVERY OR DEFECTS

Please check your order immediately after receipt.

If you have received a defective product, your order arrived damaged or you have received the wrong product, please contact us as soon as possible at info@primeanimalz.com. Where possible, include clear photos so that we can assess the problem quickly and resolve it appropriately.

If a product does not conform to the agreement or is faulty, you are entitled to an appropriate remedy. Depending on the situation, this may be repair, replacement, a price reduction or a refund.

EXCEPTIONS TO RETURNS

Some products cannot be returned where the law permits this. This may apply, among other things, to products that have been made to measure or are clearly personalised.

This may also apply to products that spoil quickly or have a limited shelf life.

In addition, this may apply to sealed products that are not suitable for return for reasons of health protection or hygiene once the seal has been broken, provided this was clearly stated in advance with the product. The statutory exceptions to the right of withdrawal must be clearly communicated to the customer in advance.

Sale items are not automatically excluded from the right of return. For online purchases, the statutory right of withdrawal of 14 days also applies in principle to discounted items, unless a statutory exception applies.

EXCHANGES

If you would like to receive a different product, the fastest way is usually to first request a return for the current product and then place a new order.

REFUNDS

As soon as we have received and checked your return, we will let you know how the return will be handled.

In the event of a withdrawal within the statutory cooling-off period, we will refund the amount to be refunded via the same payment method that you used for the original order, unless we agree otherwise together.

If the return falls within our voluntary additional return service from day 15 up to and including day 30, we will process the refund within a reasonable period after we have received, assessed and approved the return.

Please note that it may then still take a few working days before your bank or payment service has processed the refund.

QUESTIONS

If you have questions about returns or refunds, please contact us at info@primeanimalz.com.

MODEL WITHDRAWAL FORM

Only complete and return this form if you wish to withdraw from the contract within the statutory cooling-off period of 14 days. Use of this form is not mandatory. You may also notify us of your withdrawal by email or by another unambiguous statement.

To:
Prime AnimalZ
Smidte 48
8407 ET Terwispel
Netherlands
Email: info@primeanimalz.com

I hereby give notice that I withdraw from our contract for the sale of the following products:

Ordered on:

Received on:

Order number:

Name of consumer:

Address of consumer:

Email address of consumer:

Signature of consumer:
Only required if this form is submitted on paper.

Date:

SHORT TEXT ABOVE THE FORM ON THE WEBSITE

You can use this form to withdraw from your purchase within the statutory cooling-off period of 14 days. Use of this form is not mandatory. You may also notify us of your withdrawal by email or by another unambiguous statement.