This Refund and Returns Policy applies to purchases made through www.safipetshop.com.
Safipetshop is operated in Slovakia and serves customers throughout Europe.
- Order Processing and Delivery
Orders are normally processed within 1–3 working days after order confirmation under our directly managed fulfillment operations.
Safipetshop works securely with established delivery carriers and services including DHL, FedEx, and UPS Priority services, depending on the destination and applicable delivery arrangements.
The standard estimated delivery period is 5–9 working days after dispatch.
Tracking information is sent securely to the email address provided by the customer during checkout. Where tracking information is available, updates may be issued at relevant stages, including dispatch, arrival at a carrier facility, and local delivery. - Delayed Deliveries & Dispute Resolution
If an order exceeds the standard estimated delivery period, the customer must contact: contact@safipetshop.com
Safipetshop will review the available tracking information and, where appropriate, initiate an official enquiry with the relevant carrier.
Following the carrier investigation and assessment of the circumstances, Safipetshop may provide a full refund or a replacement shipment, as appropriate. Any refund or replacement will be handled in accordance with applicable European Union and Slovak consumer legislation.
To ensure a swift resolution, we strongly urge customers to contact our support team directly to resolve any delivery delays before initiating a payment dispute or chargeback with their bank or credit card provider. - 14-Day Right of Withdrawal
For eligible consumer purchases, consumers have a statutory 14-day Right of Withdrawal under applicable European Union consumer legislation.
The withdrawal period generally begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.
A customer wishing to exercise the Right of Withdrawal should contact: contact@safipetshop.com
The customer should provide the order number and sufficient information to identify the relevant purchase. - Returning Goods Following Withdrawal
Where the Right of Withdrawal is exercised, the customer should return the goods within the applicable statutory period.
Return Address:
XXX
The goods should be handled only to the extent necessary to establish their nature, characteristics, and functioning.
Where permitted by applicable law, a reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning may be taken into account when processing the refund. - Return Costs
Where a customer exercises the statutory Right of Withdrawal, the applicable rules concerning return costs will apply.
Where required by applicable law, the customer may be responsible for the direct cost of returning the goods.
Where the goods are defective, damaged, or otherwise fail to conform to the applicable purchase requirements, the statutory remedies applicable to the customer will apply. - Damaged or Defective Goods
If an item arrives damaged, defective, or otherwise does not conform to the applicable purchase requirements, the customer should contact: contact@safipetshop.com
The customer should provide:
Order number;
A description of the issue;
Clear photographs showing the condition of the item;
Photographs of the packaging where relevant.
Where the photographs and order information provide sufficient evidence of the issue, Safipetshop may arrange a prompt refund or replacement without requiring the damaged item to be returned. Customers are therefore not required to send a damaged item back where Safipetshop confirms that photographs are sufficient to process the relevant refund or replacement.
Where additional information is reasonably required to assess the matter, further information may be requested. Please reach out to us first to resolve the issue quickly rather than filing a bank chargeback. This procedure does not restrict any mandatory statutory remedies available to consumers.
- Goods That Do Not Conform to the Purchase
Where goods do not conform to the applicable contractual requirements, consumers retain the remedies provided by applicable European Union and Slovak legislation.
Depending on the circumstances and applicable legal requirements, available remedies may include repair, replacement, an appropriate price reduction, or termination of the contract and refund.
Safipetshop will assess the reported issue and apply the remedy required under the applicable legal framework. - Refund Processing & Chargeback Prevention
Once a refund has been approved, it will be securely processed using the payment method associated with the original transaction through Stripe, unless another method is required or permitted by applicable law.
Payment methods available through Safipetshop may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Electronic wallets, where available
The availability of individual payment methods may depend on the customer’s location and the options displayed during checkout.
The time required for a refunded amount to appear in the customer’s account may depend on the relevant financial institution and payment processing arrangements. Customers are kindly requested to contact our support team directly regarding refund statuses rather than opening a bank chargeback, which can unnecessarily delay the resolution.
- Refunds Following the Right of Withdrawal
Where a customer exercises the statutory Right of Withdrawal, Safipetshop will process the refund in accordance with the applicable European Union consumer rules.
The refund will normally cover the relevant purchase amount and, where required by applicable law, the applicable standard delivery charge.
Where the customer selected a more expensive delivery option than the least expensive standard delivery option offered, the additional amount may not be refundable where permitted by applicable law.
Where permitted by law, Safipetshop may withhold reimbursement until the goods have been received back or the customer has supplied evidence that the goods have been sent back, whichever occurs first. - Refunds for Damaged Goods
Where a damaged item is confirmed and a refund is approved, Safipetshop may process the refund without requiring the damaged item to be returned where sufficient photographic evidence has been provided.
The customer should retain the relevant item and packaging until Safipetshop has confirmed that no return is required. - Replacement of Damaged or Defective Goods
Where appropriate, Safipetshop may offer a replacement instead of a refund.
If a replacement is agreed, the relevant replacement arrangements will be communicated to the customer by email.
Where a replacement is not reasonably available or another statutory remedy applies, the applicable refund or other remedy will be considered in accordance with the relevant legal requirements.
- Orders Returned During Delivery
If an order is returned during the delivery process, the customer should contact: contact@safipetshop.com
Safipetshop will review the tracking information and circumstances of the return before determining the appropriate next step.
Where the return results from an incorrect delivery address supplied by the customer, the applicable circumstances will be reviewed separately. Mandatory consumer rights remain unaffected. - Cancellation Before Dispatch
If a customer wishes to cancel an order before dispatch, they should contact: contact@safipetshop.com
Safipetshop will review the request according to the status of the order.
If the order has already entered the dispatch process, the statutory Right of Withdrawal and applicable return procedures may apply instead. - Exclusions From the Right of Withdrawal
The statutory Right of Withdrawal is subject to the exclusions established by applicable European Union and Slovak legislation.
Where a statutory exclusion applies to a particular purchase, the customer will be informed in accordance with the applicable legal requirements.
No exclusion stated in this policy affects a consumer right that cannot lawfully be excluded. - Risk During Delivery
The risk of loss of or damage to goods remains with Safipetshop until the goods are physically received by the customer or by a third party designated by the customer other than the carrier.
The handover of goods to a carrier does not, by itself, transfer the risk of loss or damage to the consumer. - Customer Contact
All refund, return, and replacement requests should be submitted securely to:
Safipetshop
Company: [XXX]
Email: contact@safipetshop.com
Telephone: [XXX]
Address: [XXX]
When contacting us, customers should include their order number and relevant information concerning the request. - Applicable Consumer Protection Rules
This Refund and Returns Policy is intended to operate in full accordance with applicable European Union and Slovak consumer protection legislation.
Nothing in this policy excludes or restricts a mandatory consumer right or statutory remedy where such exclusion or restriction is not permitted by law.
Safipetshop will apply the statutory requirements relevant to the particular transaction when processing withdrawal, return, refund, replacement, and conformity matters.