Refund policy

Return and Refund Policy

Store Name: Treue Begleiter

Company: Virbac Tierarzneimittel GmbH

Address: Rögen 20, 23843 Bad Oldesloe, Germany

Email: [email protected]

Website: http://ep72su-bq.myshopify.com/

Thank you for shopping at Treue Begleiter (operated by Virbac Tierarzneimittel GmbH). We take great pride in providing high-quality pet supplies, including pet brushes, portable pet water bottles, and pet toys. If you are not entirely satisfied with your purchase, we are here to help you.

1. Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase contract within 14 calendar days without giving any reason. The withdrawal period expires 14 days after the day you (or a third party designated by you, other than the carrier) physically receive the goods.

2. Eligibility Conditions for Returns

Due to hygiene and health protection standards for pets, returned items must satisfy the following criteria:

  • Pet Brushes & Grooming Tools: Must be unused, completely free of pet hair, fur, or dirt, and returned in their original packaging.

  • Portable Pet Water Bottles: Must be unused, unwashed, dry, containing no liquids, and with all protective seals or packaging intact.

  • Pet Toys: Must be in brand-new, unplayed condition, with no chew marks or damage, and with all original tags attached.

3. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer support team at [email protected] with your Order Number, the item(s) you wish to return, and the reason for return.

  2. Our support team will review your request within 1–2 business days and provide return approval along with shipping instructions.

  3. Securely pack the item(s) in their original packaging to avoid damage during transit and ship the parcel using a trackable shipping method.

4. Shipping Costs for Returns

  • Customer Responsibility: Unless the return is due to our error or a defective item, you (the buyer) are responsible for paying the shipping costs for returning your item. Return shipping costs are non-refundable.

  • Trackable Shipping: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery at [email protected] with clear photos/videos of the issue. We will arrange a free replacement or issue a full refund, including applicable return shipping costs.

6. Inspection and Refund Process

  • Inspection: Once your return is received and inspected at our facility, we will send you an email notification confirming receipt and informing you whether your refund has been approved or rejected.

  • Refund Disbursement: If approved, your refund will be processed promptly to your original payment method within 5 to 10 business days. Processing times may vary depending on your card issuer or bank.

7. Non-Returnable / Non-Refundable Items

  • Products returned after the 14-day withdrawal period has elapsed.

  • Items showing visible signs of use, pet hair, bite marks, or water residue.

  • Gift cards, downloadable items, or promotional free items.

8. Contact Information

If you have any questions regarding our Return and Refund Policy, please contact us at: