Refund policy

RETURN & REFUND POLICY

1. Right of Withdrawal (EU Customers)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

The withdrawal period expires 14 days after the day you (or a third party appointed by you) receive the goods.

To exercise your right of withdrawal, you must notify us by email with a clear written statement.

2. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (excluding additional costs if you chose a delivery method other than the least expensive standard delivery option).

Reimbursement will be made within 14 days from the date we are informed of your decision.

We may withhold reimbursement until we receive the returned goods or proof of return shipment.

3. Return Conditions

Returned items must:

  • Be in good condition

  • Not show excessive use beyond inspection

  • Be returned in original packaging when possible

You are only responsible for diminished value resulting from handling beyond what is necessary to establish the nature and functioning of the goods.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item is defective

  • The wrong item was sent

  • The item arrived damaged

5. Exceptions

The right of withdrawal does not apply to:

  • Sealed goods not suitable for return due to health or hygiene reasons once unsealed

  • Customized or personalized products

6. Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery and include clear photos.

Contact

PetHalo
Website: vitraflame.com
Email: thegestionpethalo@gmail.com

Business Address

Marca de l’Ham 12
17600 Figueres (Girona)
Spain