1. Right to Withdraw
The customer has the right to withdraw from a distance contract within 14 days without giving any reason.
The withdrawal period begins on the day on which the customer, or a third party designated by the customer who is not the carrier, receives the goods.
If the order consists of multiple goods or deliveries, the withdrawal period begins:
- For an order containing multiple goods delivered separately: on the day the customer or a designated third party receives the last item.
- For goods delivered in several shipments or parts: on the day the customer or a designated third party receives the final shipment or part.
- For contracts involving the regular delivery of goods: on the day the customer or a designated third party receives the first item.
2. Return Costs
The customer is responsible for the cost of returning the goods.
If the customer withdraws from the contract in full, Petrebels will reimburse the purchase price and the cost of the cheapest standard delivery option chosen at the time of purchase.
Any additional costs resulting from a more expensive delivery method selected by the customer will not be reimbursed.
3. Handling of Goods and Packaging
The customer must handle the goods and packaging with reasonable care.
The customer may only open the packaging and use the goods to the extent necessary to inspect their nature, characteristics, and functionality.
This inspection must not exceed what would normally be possible in a physical store.
4. Reduction in Value
The customer is responsible for any reduction in the value of the goods if this results from handling beyond what is permitted under Section 3.
If applicable, Petrebels may deduct the corresponding reduction in value from the refund amount.
Any reduction will be assessed individually based on the actual condition of the returned product.
For scratching furniture and scratching posts, the following applies due to the specific nature of these products:
- A scratching post that has only been unpacked, assembled, and inspected, and has not been used by a cat, can generally be returned in full and in a condition suitable for resale. In this case, no or only minimal reduction in value will normally apply.
- Once a scratching post has been used by a cat, it may no longer be considered a new product. This may be evident from scratches, cat hair, marks of use, or other signs of usage.In addition, cats naturally leave scent markings and pheromones on products they use. These markings may not be visible but can affect the suitability of the product for resale as a new, unused scratching post.
- For scratching posts that have been used by a cat, the reduction in value may be substantial. Depending on the actual condition of the returned product, the reduction may be up to 50% or more of the purchase price where this reflects the actual loss in value.
Petrebels will assess each return individually and determine any reduction based on the condition of the returned goods.
5. Original Packaging
Petrebels supplies its products in specially designed packaging.
Depending on the model, a scratching post may consist of multiple separate boxes.
Customers are requested to return products in their original and undamaged packaging wherever possible.
If original packaging is missing, damaged, or incomplete, Petrebels may deduct the actual replacement costs of the missing or damaged packaging from the refund amount.
These costs are separate from any possible reduction in value of the product itself.
The actual replacement costs depend on the type and size of the packaging and are generally between €8 and €22 per box.
Petrebels will provide details of these costs upon request.
6. How to Exercise the Right of Withdrawal
The customer may exercise the right of withdrawal by submitting the standard withdrawal form provided by Petrebels or by sending another clear statement confirming that they wish to withdraw from the contract.
If the withdrawal is submitted electronically, Petrebels will confirm receipt of the withdrawal request.
After the customer has notified Petrebels of the withdrawal, the goods must be returned within 14 days.
The goods may also be returned earlier, provided that the return has been reported and the withdrawal form or another clear withdrawal statement is included with the return.
Returns should be sent to:
PR-Pet B.V.
Return Department
Van Leeuwenhoekweg 17
5482 TK Schijndel
The Netherlands
7. Refunds
Any payments already made by the customer will be refunded as soon as possible and no later than 14 days after Petrebels receives the withdrawal notification.
Petrebels may delay the refund until the goods have been received by Petrebels.
Refunds will be made using the same payment method used by the customer for the original purchase, unless another method has been agreed.
Petrebels may deduct:
- any applicable reduction in value under Section 4; and/or
- any applicable replacement costs for missing or damaged packaging under Section 5.
8. Online Withdrawal Function
In addition to the standard withdrawal form and other methods described above, Petrebels provides an easily accessible online withdrawal function through its website.
Using this function, customers can submit their withdrawal request electronically.
After submitting a withdrawal request through this function, the customer will receive confirmation of receipt, including the content of the withdrawal declaration and the date and time it was submitted.
The use of the online withdrawal function does not affect the customer’s statutory rights or applicable withdrawal periods.