Refund policy

 

Return Policy

This return policy applies exclusively to regular purchases made via the PETLUX webshop. For orders placed through crowdfunding platforms such as Kickstarter and PledgeBox, different conditions apply, as described in the section “Crowdfunding & Pre-orders”.


Please only unpack or use the product to the extent necessary to determine whether you wish to keep it, similar to what you would do in a physical store. This means, for example, that you cannot fry food in a fryer or run a wash cycle in a washing machine if you may want to return it. Trying on clothing or shoes is, of course, allowed.


If the product is used more than necessary for this assessment, this may result in a reduction in value. We reserve the right to charge you for any such depreciation.

 

 

Advice

Please handle the packaging with care and ensure that the product remains in a resalable condition.

 

 

Return Procedure

 

  1. Check: Ensure that the product meets our return conditions

  2. Return Form: Complete the return form and include it with your return shipment

    Download the return form here

  3. Shipping: You are responsible for the return shipment. For higher-value items, we recommend sending them insured and with tracking

  4. Registration: Register your return via email, including your order number and tracking link

  5. Receipt: Upon receipt, we will check whether the return meets our conditions. This process may take up to two weeks

  6. Refund: If approved, we will process the refund within 5 working days

 

 

 

 

Costs

 

The cost of returning the product is at your own expense.

For more information about depreciation, please refer to Thuiswinkel.org.

 

 

Crowdfunding & Pre-orders (Kickstarter & PledgeBox)

 

Orders placed through crowdfunding platforms such as Kickstarter and PledgeBox are treated by PETLUX as pre-orders.

By participating in a crowdfunding campaign, the backer contributes to the realization and production of the product. This means these orders differ from regular webshop purchases.

• Production and procurement are based on the number of orders placed

• Funds received are used directly for development, production, and logistics

• Products are specifically reserved and produced based on the campaign

 

 

Cancelling a Pledge

 

• During an active Kickstarter campaign, a pledge can only be cancelled via the Kickstarter platform using the “Manage your pledge” option

• Once the campaign has ended and payment has been processed, cancellation via Kickstarter is no longer possible

 

 

PledgeBox and Late Pledges

 

• In the post-campaign phase, for example via PledgeBox, payments are processed immediately

• Changes or cancellations are generally not possible in this phase

• Cancellation requests must be submitted directly to PETLUX and are assessed on a case-by-case basis

 

 

 

Returns and Cancellations After Campaign

 

As these are pre-orders:

• Cancellation after successful completion of the campaign is generally not possible

• Products are not supplied from standard stock

• Returns are therefore not feasible in practice

 

 

Delivery

 

• Delivery times are indicative and depend on production, transport, and external factors

• By participating in the campaign, the backer accepts that delivery may differ from regular webshop orders

 

 

 

Solutions

 

• PETLUX understands that circumstances can change

• In case of issues with delivery or the product, we will always look for a reasonable and appropriate solution

 

 

 

Refund Policy

This refund policy applies exclusively to regular purchases via the PETLUX webshop and does not apply to crowdfunding orders as described in the section “Crowdfunding & Pre-orders”.

Consumers have a 14-day cooling-off period during which they can cancel their purchase without providing a reason, provided that:

• A valid proof of purchase is available, such as an order number, payment confirmation, receipt, or invoice

• The product is unused

• The product is not perishable (such as food or flowers)

• The product is not custom-made or personalized

• The product is not excluded from returns for hygiene reasons

• The product is not an urgent repair or digital content

 

 

The cooling-off period starts on the day after receiving the product or concluding the service agreement. You can exercise your right of withdrawal via klantenservice@petlux.nl, optionally using the withdrawal form available on our website.

 

 

Refund Conditions

 

The product must be returned in good condition within 14 days after notifying us of the withdrawal.

Return shipping costs are the responsibility of the consumer, unless agreed otherwise.

PETLUX will refund the purchase amount, including any original shipping costs, within 15 days after receiving and inspecting the returned product.

During holiday periods, July and August, the refund period may be extended up to a maximum of 30 days.

Refunds will be issued via the same payment method used for the original purchase, unless agreed otherwise.

If the returned product is received damaged, incomplete, or soiled, PETLUX reserves the right to deduct a portion of the refund to cover depreciation or cleaning costs.

 

 

 

Refund Period

 

Refunds can be processed up to a maximum of 180 days after the original purchase date via the original payment method.

• If you wish to cancel your order, or if it has been agreed that you may return the product outside the standard return period, refunds are only possible within this 180-day period

• After this period, refunds via the original payment method are no longer possible. In such cases, we will offer a store credit equal to the purchase amount