Return and Refund Policy
Last updated: 07/26/24
1) Introduction
At On se la Pet, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
2) Right of Withdrawal
In accordance with Article L. 221-18 of the Consumer Code, you have 14 days from receipt of the products to exercise your right of withdrawal without having to provide reasons or pay penalties. To exercise this right, please contact us at the following address: contact@onselapet.com.
3) Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Not to be a personalized product (ID Tag).
- Be in its original condition, unused and undamaged.
- Free from dirt and hair.
- Be returned with all tags.
- Have been purchased directly on our website www.onselapet.com .
Returned items that do not meet these criteria may not be accepted or may result in a reduced refund amount.
We strongly recommend that the Customer measures the dimensions of his dog following the instructions in our Size Guide before selecting the size of the accessories, in order to minimize returns and exchanges.
4) Return Process
- Contact us : Before returning a product, please contact us at contact@onselapet.com indicating your order number, the product(s) concerned, and the reason for the return.
- Obtain a return authorization : We will provide you with a return authorization and detailed instructions on how to proceed.
- Ship your return : Send the items to be returned to the following address (ATTENTION ADDRESS DIFFERENT FROM THE HEAD OFFICE):
SAS On the Pet Development
16 rue Albert Einstein
86100 Châtellerault
Return costs are the responsibility of the Customer, except in the case of a defective product or delivery error.
5) Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be issued via the original method of payment within 14 days. Please note that the initial shipping fee is non-refundable.
6) Exchanges
If you wish to exchange a product for another size or another item, please follow the same return process. Once your return is accepted, we will send you the replacement product. Shipping costs for exchanges are the responsibility of the Customer.
7) Defective Products or Delivery Error
In case of defective product or wrong delivery, please contact us immediately after receiving the package at contact@onselapet.com with photos and description of the problem. We will arrange the return and replacement of the product at no extra cost to you.
8) Non-Returnable Items
Personalized products (like our personalized ID Tag) or on special promotion (non-exchangeable) cannot be returned.
9) Withdrawal Form
To exercise your right of withdrawal, you can use the following form:
Withdrawal form
For the attention of SAS On se la Pet Développement
2 rue Pierre Gilles de Gennes
86100 Châtellerault
I hereby notify you of my withdrawal from the contract for the sale of the product below:
- Order number: [order number]
- Product(s) concerned and Size: [product description]
- Date of receipt: [date of receipt]
- Client Name: [name]
- Customer Address: [address]
- Customer Signature: [signature] (only in case of notification by postal mail)
10) Contact
For any questions regarding our Return and Refund Policy, please contact us at contact@onselapet.com.