Politique de remboursement

Return and Refund Policy

Right of withdrawal

Consumers have the right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.

To exercise your right of withdrawal, please contact us at odvapets@gmail.com before returning the goods. Include your order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the goods within 14 days. We will provide the applicable return instructions and return address by email.

Condition of returned goods

Returned products must be handled only to the extent necessary to establish their nature, characteristics and functionality. The customer may be responsible for any diminished value resulting from handling beyond what is necessary.

Exceptions

The right of withdrawal might not apply to:

• goods that deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for health or hygiene reasons if the seal has been broken after delivery;
• personalised products.

Return costs

The customer is responsible for the direct cost of returning goods when exercising the 14-day right of withdrawal, unless the goods are defective, damaged or incorrect.

Refunds

Approved refunds will be made using the original payment method. We will process the refund no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the goods are returned or the customer provides evidence that they have been sent back.

Defective or incorrect products

If a product arrives damaged, defective, expired or incorrect, please contact odvapets@gmail.com and include the order number and photographs of the product and packaging.

Nothing in this policy limits the consumer’s statutory rights under applicable Estonian and European Union consumer protection law.