Refund policy
Our refund policy is valid for 30 days. Unfortunately, if 30 days have passed since your purchase, we cannot offer you a refund or exchange.
To be eligible for a refund, your item must be unused and in the same condition as you received it. It must also be in its original packaging.
Different types of goods are exempt from returns. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials or flammable liquids or gases.
Additional non-returnable items:
- Gift vouchers
- Downloadable software products
- Some health and personal care products
In order to complete your return, we need a receipt or proof of purchase.
Do not return your purchase to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with clear signs of use
- CD, DVD, VHS tape, software, video game, cassette tape or an opened vinyl recorder.
- Any item that is not in its original condition, damaged or missing parts for reasons not due to our fault.
- Any item returned more than 30 days after delivery
Refunds (if applicable)
As soon as your return has been received and checked, we will send you an e-mail to inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Once you have been approved, your refund will be processed and a credit will be automatically applied to your credit card or original payment method within a specified number of days.
Late or missing refunds (if applicable)
If you have not yet received a refund, please check your bank account again first.
Please contact your credit card company, it may take some time before your refund is officially posted.
Then contact your bank. There is often some processing time before a refund is posted.
If you have done all this and have still not received your refund, please contact us at info@dexnaturalpetfoods.nl
Sales items (if applicable)
Only regular priced items can be refunded, unfortunately sales items cannot be refunded.
Exchange (if applicable)
We only replace articles if they are defective or damaged. If you need to exchange the article for the same article, please send us an e-mail at info@dexnaturalpetfoods.nl and send your article to:
Van Hallstraat 41a, 2241KT Wassenaar
Gifts
If the item is marked as a gift at the time of purchase and sent directly to you, you will receive a gift credit for the value of your return. Once the returned item has been received, a Gift Voucher will be emailed to you.
If the item was not marked as a gift at the time of purchase, or if the Gift Voucher Holder has had the order sent to him/herself for later delivery, we will return the Gift Voucher and he/she will review your return.
Shipping
To return your product, please send your product to: Van Hallstraat 41a, 2241KT Wassenaar
You are responsible for paying your own shipping costs for returning your item. The shipping costs will not be refunded. If you receive a refund, the cost of returning the product will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
Warranty terms and conditions
Under normal use and maintenance during the warranty period, the original purchaser is entitled to have the product replaced under warranty upon presentation of proof of purchase. In case you notice a defect in the product, you should immediately take the product out of use and contact us.
In order for a broken or defective product to be covered by the warranty, it must be broken or defective within the warranty period due to a cause attributable to the defective quality of the product. In the following cases, to be assessed by the manufacturer, no warranty will be given: normal wear and tear, insufficient maintenance, products modified without the manufacturer's permission, products used differently than normal can be considered and inexpert repairs.
Warranty policy
If the product is under warranty and within the warranty period, you can return it to us. We will then try to repair the product for you (or have it repaired) or, if that is not possible, replace it. A product must be returned to us.
It is not possible to get a refund for products within the warranty policy.
