Return & Refund Policy - EU

If you are a customer located in the European Union, you have specific rights under the Consumer Rights Directive.

1. Right of Withdrawal (14-Day Cooling-Off Period)

You have the right to cancel or return your order within 14 days from the day you (or a third party you nominated) receive your items, for any reason and without justification.

This right applies to all items, including those on sale.

2. Eligibility for Withdrawal To be eligible for a return under the 14-day cooling-off period, your item must be in the same condition that you received it: unused or unworn, with tags, and in its original packaging.

3. How to Start a Return

  1. You must inform us of your decision to withdraw from the contract. To start a return, please contact us at support@petdles.com with your order number.

  2. We will provide instructions and the return address. Items must be sent back within 14 days of your notification.

  3. Items sent back to us without first requesting a return will not be accepted.

4. Return Shipping Costs You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs (the standard delivery fee you paid) will be refunded to you along with the product cost.

5. Refunds We will notify you once we’ve received and inspected your return. If approved, you will be refunded on your original payment method (including the original standard shipping cost) within 14 days of us receiving the item back.

6. Legal Guarantee (2-Year Warranty) In addition to the 14-day cooling-off period, all products are covered by a 2-year legal guarantee against conformity defects.

If your product becomes defective within two years of delivery (due to a manufacturing fault, not accidental damage or misuse), please contact us at support@petdles.com with photos of the issue. We will evaluate the fault and offer a repair, replacement, or (if those are not possible) a refund.

7. Non-Returnable Items (Exceptions to the 14-Day Rule) The right of withdrawal does not apply to:

  • Custom-made or clearly personalized items.

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., food, treats).