Widerrufsrecht
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
PetMaison products can be tested at home during this period. To be eligible for a return, products must be returned in good condition, properly cleaned, with all accessories included, and, whenever possible, in the original packaging.
Products must not show damage, alterations, or signs of excessive use beyond what is compatible with normal testing of the equipment.
If you return an item due to change of mind, personal preference, or your pet’s adaptation, the return shipping costs are the responsibility of the customer and will be deducted from the final refund amount.
For the specific case of the PetMaison Box, as it is an animal hygiene product, it is essential that the item is returned completely clean and free of any litter or dirt residues.
If the item is returned in a condition that requires additional cleaning, a cleaning fee of 30€ may be applied, necessary to ensure the safety and quality standards of the equipment.
You will also need to present the receipt or proof of purchase.
To start a return, you can contact us via email at
apoio@petmaison.pt or through our contact form here:
https://petmaison.pt/pages/contact
Damaged Items and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so we can evaluate the issue and resolve it promptly.
Exceptions / Non-Returnable Items
Some types of items cannot be returned or have specific return conditions.
Consumables, such as PetMaison Bags, can only be returned if they are sealed, unopened, and show no signs of use.
Other PetMaison products — including PetMaison Box, PetMaison Duo, PetMaison Feeder, PetMaison Fountain, and PetMaison Dryer — can be returned within the applicable return period, provided they are returned in good condition, clean, with all accessories included, and in compliance with the conditions described above.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is approved, make a new purchase for the desired item.
14-Day Withdrawal Period in the European Union
Regardless of the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
The item must be returned in good condition, with all accessories included, and, whenever possible, in the original packaging. You will also need to present the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, letting you know if the refund has been approved or not.
If approved, the refund will be automatically processed to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at: apoio@petmaison.pt
