Refund policy

Consumers have a statutory right of withdrawal when concluding a distance contract, which we will instruct you about below. A distance contract exists, inter alia, if the contract is concluded via the internet.

- Cancellation policy:
We grant a 14-day right of return. This means that you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it, unopened, unused, labeled, and in its original packaging. You will also need the receipt or other proof of purchase.

To initiate a return, you can contact us at furryfriends@petyu.de. Please note that returns must be sent to the following address:

PetYu (bluefrog pharma GmbH)
Riedwiesenweg 22
89081 Ulm

If your return is accepted, we will provide you with a return label as well as instructions on how and where to send the package. Items returned to us without first requesting a return will not be accepted.

If you have any questions about returns, you can always contact us at furryfriends@petyu.de.

 

- Damage and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received an incorrect item so that we can evaluate and fix the problem.

 

- The right of withdrawal expires prematurely in the case of contracts
a) for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been
removed after delivery,

b) for the delivery of goods, if they have been inseparably mixed with other goods after delivery due to their natureUnfortunately, we are unable to accept returns of sale items or coupons.

 

- Exchange
Returning the item you received is the fastest way to get the item you want. If the return is accepted, you can purchase the new item in a separate purchase.

 

- European Union – 14-day cooling-off period
Notwithstanding the foregoing, you have the right to cancel or return your order within 14 days without giving any reason if the goods are being shipped to the European Union. As described above, the item must be in the same condition that you received it, unopened, unused, labeled, and in its original packaging. You will also need the receipt or other proof of purchase.

 

- Refunds
If you paid for shipping when placing your order, these shipping costs are generally non-refundable unless the return is due to a fault on our part (e.g., wrong or defective item). The cost of returning the products is to be borne by the customer, except where otherwise legally required. We will notify you once we have received and reviewed your return and let you know if the refund has been approved or not. If approved, you'll receive an automatic refund to your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at furryfriends@petyu.de.