Refund policy

RETURNS AND EXCHANGES

This policy governs the conditions applicable to returns and exchanges of Products purchased through www.nanipets.com (the “Website”).

The provisions of this policy form an integral part of the Terms and Conditions of Sale and apply to orders delivered in Switzerland and in any other countries to which NANI® (the “Seller”) ships.

Nothing in this policy shall affect any mandatory rights granted to the Customer under applicable law.

1. ORDER CANCELLATION

1.1 The Customer may request the cancellation of an order within 2 (two) hours of the purchase confirmation by replying directly to the order confirmation email received following the purchase.

1.2 After this period, the order may already have been processed and cancellation cannot be guaranteed.

1.3 The inability to cancel an order does not affect the conditions applicable to returns and exchanges under this document, nor any mandatory rights granted to the Customer under applicable law.

2. RETURN OR EXCHANGE REQUESTS

2.1 A Customer wishing to request a return or exchange must notify the Seller within 14 (fourteen) days of delivery of the Product by contacting support@nanipets.com.

2.2 Returns made without the Seller’s prior authorisation or otherwise than in accordance with the instructions provided by the Seller will not be accepted, without prejudice to any mandatory rights granted to the Customer under applicable law.

2.3 Any exchange requested by the Customer is subject to the availability of the Product at the time the exchange is processed.

2.4 If the Product requested as a replacement is unavailable, the Customer shall be entitled to a refund of the amount actually paid for the returned Product, in accordance with Article 7 of this policy.

3. CONDITIONS FOR RETURN ELIGIBILITY

3.1 To be eligible for a return or exchange, the Product must be returned in the same condition in which it was received and complete with all of its components.

3.2 The Product may only be handled and tried to the extent reasonably necessary to establish its nature, characteristics, fit and functionality.

3.3 The Product must not show signs of actual use beyond such trial, including, by way of example, damage, alterations, deformation, stains, scratches, odours, pet hair or other evidence of use by an animal.

3.4 If the Product does not meet the conditions set out in this Article, the return or exchange may not be accepted by the Seller, without prejudice to any mandatory rights granted to the Customer under applicable law.

4. EXCLUSIONS FROM RETURNS AND EXCHANGES

4.1 Products personalised at the Customer’s request, including Products featuring engravings, monograms, initials or other forms of personalisation, are made specifically for the individual order and may not be returned or exchanged due to a change of mind.

4.2 Products made to measure or manufactured according to characteristics or specifications individually requested by the Customer may not be returned or exchanged due to a change of mind.

4.3 The exclusions set out in this Article shall not affect the Customer’s rights where a personalised or made-to-measure Product is defective or non-conforming.

5. DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCTS

5.1 If the Customer believes that a Product received is defective, damaged or does not conform to the order, the Customer must notify the Seller by contacting support@nanipets.com, providing the order number, a description of the issue and, where possible, photographs suitable to document the issue.

5.2 The Customer must not return the Product without first receiving instructions from the Seller. Upon receipt of the notification, the Seller will review the information provided and inform the Customer of the procedure to be followed.

5.3 Where the defect, damage or non-conformity is determined to be attributable to the Seller, the necessary costs of returning the Product shall be borne by the Seller.

5.4 The provisions of this Article shall not limit any rights granted to the Customer under the statutory warranty or applicable law.

6. RETURN METHODS AND COSTS

Orders delivered in Switzerland

6.1 For orders delivered in Switzerland, the Seller shall bear the cost of one return shipment per order, provided that the return has been authorised in advance and is made in accordance with the instructions provided by the Seller.

6.2 Any additional return shipments relating to the same order shall be at the Customer’s expense.

Orders delivered outside Switzerland

6.3 For orders delivered to countries outside Switzerland, return shipping costs shall be borne by the Customer, except where the Product is defective or non-conforming for reasons attributable to the Seller and without prejudice to any mandatory rights granted under applicable law.

6.4 The Customer must return the Product in accordance with the instructions provided by the Seller and, where applicable, clearly state “Returned Goods” on the customs documentation so that the shipment is correctly identified as returned merchandise.

6.5 Any charges arising from an incorrect, incomplete or non-compliant customs declaration made in connection with the return shall be borne by the Customer, to the extent permitted by applicable law.

7. REFUNDS

7.1 Where a return is accepted, the Seller shall refund the Customer the amount actually paid for the returned Product, taking into account any discounts, promotions or price reductions applied at the time of purchase.

Promotions, discounts and combined purchases

7.2 Where multiple Products have been purchased together under a discount or promotional offer and the Customer returns only one or some of those Products, the refund shall be calculated on the basis of the individual selling price of the returned Product at the time of purchase, with the discount applicable under the relevant promotion applied to that price.

Refunds for orders delivered outside Switzerland

7.3 For orders delivered to countries outside Switzerland, the Seller shall refund only the amounts actually received by the Seller.

7.4 Any customs duties, import VAT, local taxes, customs clearance fees or other charges paid by the Customer directly to the competent authorities, the carrier or other third parties are not amounts received by the Seller and are therefore not included in the refund.

7.5 The Customer shall be responsible for determining directly with the relevant authorities or other competent parties whether any such amounts may be refunded or recovered.

8. REFUND METHOD AND TIMING

8.1 Refunds shall be made using the same payment method used for the original purchase, unless otherwise agreed with the Customer or otherwise required by applicable law.

8.2 The time required for the refunded amount to be credited to the Customer’s account may vary depending on the payment method and the relevant financial institution.

8.3 To the extent permitted by applicable law, the Seller may withhold the refund until the returned Product has been received or until the Customer provides evidence that the Product has been shipped, whichever occurs first.