Cancellation, exchanges, returns and refunds policy

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1 - Order cancellation

a) It is not possible to cancel or change any details of your order if payment has already been made;

b) It is only possible to cancel/change details of your order if you have not paid for it;

c) Pet Land reserves the right to decide to cancel orders, even after payment and as long as they have not yet been shipped, in cases of price error, computer errors, or for any other reason that justifies it, with a corresponding refund. Refunds may be made within a maximum legal period of 14 days from the moment the order is canceled;
d) In cases of out of stock of all products in the order, the order is canceled in its entirety as long as it is not possible to meet the legally stipulated delivery deadlines, this cancellation gives the right to a refund of the total value of the order;

e) If only some products in the order are out of stock, Pet Land may ship part of the order, at no additional cost to the customer, as long as all products are delivered within the legally stipulated deadlines. If we are unable to ship all products within the legal deadlines, only those products out of stock will be canceled and refunds will only be made for those same products. This refund may be made within a maximum period of 14 days after notification of cancellation of shipment of these products by Pet Land;

f) Pet Land reserves the right to cancel the order in case of misuse of coupons/discount codes, the cancellation costs will be borne by the customer, these costs are debited in the amount to be refunded to the customer and the refund of the order is carried out within a maximum period of 14 days after notification of order cancellation.

  

2 - Exchanges and returns

a) The consumer can choose to exchange or return their order after it arrives at their address;

b) The consumer must inform Pet Land by email at info@petlandshop.com of their intention to exchange/return, indicating the order number to which it refers and which product(s) are to be returned;

c) The consumer must have the products delivered to the order's shipping address or they can choose for Pet Land to collect the products from the delivery address. This collection only takes place on working days and it is not possible to schedule a time or time slot;

d) The costs associated with collection, return and exchange will be borne by the consumer, these costs vary depending on the weight of the order (value on request).

 

3 - Exceptions to the exchange/return policy

a) For reasons of safety and product quality assurance, exchanges and/or returns of products/goods that are likely to deteriorate quickly cannot be accepted, especially if storage conditions are not appropriate, namely the following products:

 - flea and tick products;

 - supplements and vitamins or other health products

 - any kind of food for animals, such as: dry and wet food, canned food, bags or terrines, snacks, bones or any other type of food.

 

4 - Deadlines and conditions for exchanges, returns and refunds

a) the deadline for exchanges and returns is a maximum of 14 calendar days from the date of receipt of the order;

b) the consumer must preserve the goods in such a way as to be able to return them under the appropriate conditions of use, all returned units must be in their normal sales conditions (they must be packaged, sealed, labeled, unused, etc.) otherwise they cannot be be accepted;

c) after the products arrive at the shipping address and only after checking them, if all products are in compliance, we will begin the refund process;

d) return and exchange costs and shipping costs will be charged to the amount to be refunded;

e) the amount to be refunded, except associated return costs, will be credited to your customer account, to be used on a next purchase, and the amount cannot be refunded;

f) refunds can be made within a maximum period of 14 days from the moment the product arrives at our warehouse.​

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5- Return of products damaged during transportation, missing product(s) or sending the wrong product(s)

a) The consumer must check all products at the time of delivery and together with the distributor, if any product is damaged, missing or not the product requested, the consumer must indicate on the distributor's transport note the anomalies found in the the moment you receive the order, also requesting the distributor's signature on that same form;

b) Pet Land is not responsible for failures/damages/errors of orders that were not verified at the time of delivery and whose incidents were not reported to the distributor on the transport note and verified with the same, even if the consumer has chosen to ''Secure shipping'';
c) In the event of incidents, in addition to the obligation to specify this information on the carrier's guide, the consumer must communicate the facts to Pet Land, on the same day they receive the order, via the customer support service via email info@petlandshop.com, attaching photographs proving the damage to the item and the damage to the packaging (interior and exterior) after this period, complaints are not accepted;

d) In order for us to exchange products due to damage or sending the wrong product, they must be in the same condition in which they were delivered and cannot be used by the customer, opened, assembled, etc.;

​e) Claims for damage during transportation or notification of product exchanges or missing products must be made on the same day you receive the order.

​f) If the consumer has chosen ''Normal shipping'', the replacement of merchandise that has been damaged during transport will only be carried out after confirmation of the damage by the carrier, regardless of the time it takes to resolve it, however, it is It is necessary that you have noted the damage and anomalies found on the distributor's guide; without this note, Pet Land cannot be held responsible for any failures. If the consumer has opted for ''Protected shipping'', the replacement is made immediately, there is no need to wait for the carrier's response, however, it is necessary to have noted the damage and anomalies found on the distributor's guide, without this note, Pet Land cannot be held responsible for any failures.

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6- Alterações à presente política

Pet Land - Artigos para Animais reserves the right to change, add or revoke, partially or totally, these shipping/delivery conditions without prior notice and with immediate effect.