Refund policy

We want you and your animal to be completely satisfied with our products. If you are not satisfied, you can return the goods within the scope of the statutory right of withdrawal and will receive a refund of the purchase price.

Returns & Refunds

A return label can be easily requested via our customer portal or by e-mail. After a brief review of your request we will provide the return label to you promptly by e-mail. The costs of the return are borne by you as the customer.

Alternatively, you can also return the goods directly to our warehouse:

Banida Shops UG – warehouse „Kather“
Hätschenfeld 4
25421 Pinneberg
Germany

As soon as your return has been received and inspected by us, we will initiate the refund. This is usually made via the same payment method that you used when ordering.

Note: Depending on the bank or card issuer it may take a few days for the refund to be visible on your account. If no credit has appeared after 14 days, please contact us directly at kontakt@fellino-tierbedarf.de.

Special notes for returns from non-EU countries:
For returns from countries outside the European Union, the shipment must be properly declared as a return shipment (Returned Goods) and accompanied by the required customs documents. Any import duties, customs charges, taxes or handling fees that arise due to an incorrect or incomplete declaration are to be borne by the customer. If acceptance of the shipment is not possible due to missing or incorrect customs documents or additional costs arise, we reserve the right to offset these against the refund or deduct them from it. We recommend that you enquire with the respective carrier about the applicable customs formalities before shipping.

Incorrect delivery address

If you made an error when entering your delivery address, please write to us as soon as possible at kontakt@fellino-tierbedarf.de. Please understand that a change is no longer possible once the order is in the shipping process.

Cancellations

A cancellation is only possible as long as your order has not yet been dispatched. Please contact us for this as soon as possible at kontakt@fellino-tierbedarf.de.

Right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The period begins on the day on which you or a third party named by you, who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us (Banida Shops UG, Hermann-Weyl-Straße 29, 25536 Elmshorn, Germany, kontakt@fellino-tierbedarf.de, Telephone: +49 40 52476455) by means of an unequivocal statement (e.g. by letter or e-mail) of your decision. You may use the attached model withdrawal form, which is however not mandatory.

To meet the withdrawal deadline it is sufficient that you send the notification before the deadline expires.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse you all payments we have received from you, with the exception of delivery costs, without undue delay and in any event not later than 14 days after receipt of your withdrawal.

We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent the goods back.

The right of withdrawal does not apply to goods which are not suitable for return for reasons of health protection or hygiene, such as pet food.

Compensation for loss of value under the right of withdrawal

When exercising the statutory right of withdrawal, the goods are only to be examined as would be customary and necessary in a retail store. Any further use of the goods may lead to compensation for loss of value.

The customer must pay compensation for the diminished value of the goods if this loss of value is due to handling of the goods that was not necessary to establish their condition, properties and functioning.

Compensation for loss of value can in particular be required if:

• original labels, seals or manufacturer markings have been removed or damaged,
• the goods show signs of use, soiling or damage,
• accessories, packaging or components are missing,
• the goods are no longer in a sellable condition.

The amount of compensation for loss of value is based on the actual reduction in the value of the goods. We reserve the right to offset the corresponding amount against the refund.

Note:
This provision applies exclusively within the framework of the statutory provisions on the right of withdrawal, in particular in accordance with § 357a BGB.

Sample withdrawal form

If you wish to withdraw from the contract, you can complete this form and send it to us by e-mail or post. The use of the form is not mandatory.

To Banida Shops UG
Hermann-Weyl-Straße 29
25536 Elmshorn
Germany

E-Mail: kontakt@fellino-tierbedarf.de

I hereby withdraw from the contract I entered into for the purchase of the following goods:

Order number: 
___________________________________
Goods ordered: 
___________________________________ 
Ordered on: 
___________________________________ 
Customer name:
___________________________________
Address: 
___________________________________ 
Date: 
___________________________________
 
Customer signature
(only for notifications on paper)
___________________________________

Service & Contact

Questions about returns, cancellations or withdrawal? Our customer service will be happy to help you:

• Email: kontakt@fellino-tierbedarf.de
• Telephone: +49 40 52476455 (Mon–Fri, 08:00–18:00 hrs)
• Company: Banida Shops UG, Hermann-Weyl-Straße 29, 25536 Elmshorn, Germany
• VAT ID No.: DE336329533

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