Refund policy
Under the law on “distance selling,” every consumer who makes an online purchase has the right to return the ordered product in its original packaging and condition, without giving a reason. Of course, the same applies at Prima Diervoeding.
When you make a purchase as a consumer, you have 14 calendar days to terminate the agreement without giving any reason.
This period starts on the day after the order is received by or on behalf of the consumer. During this period (14 calendar days), the consumer must handle the product and its packaging with care. You may unpack or use the product only to the extent necessary to determine whether you wish to keep it. If you exercise your right of withdrawal, the product must be returned to the trader with all accessories supplied and, if reasonably possible, in its original condition and packaging. If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for the resulting reduction in the product’s value. Therefore, handle the product with care and ensure it is properly packaged when returning it.
I want to return an item. What should I do?
Always notify us of a return in advance
You can do this by sending an email to info@primadiervoeding.nl. Include your contact details, order number, and reason for the return.
Return period and conditions
The customer has the right to terminate the agreement without giving any reason within 14 calendar days of receiving the item; after that, the customer has a further 14 days to return the item. The customer must notify Prima Diervoeding of the termination in writing or by email. In the event of termination, the item must be returned to Prima Diervoeding immediately and with due care (that is, with as little risk of damage as possible) and in accordance with our instructions.
After the expiry of the aforementioned period, it is no longer possible to terminate the agreement without stating a reason, and the customer will be deemed to have accepted the products and/or services. The following additional conditions apply to the exercise of the right of return: The product must be returned in new condition, i.e. undamaged, complete, and in its original packaging. The right of return does not apply to products that have been opened. The original invoice must be included.
Return shipping costs
The costs of returning a product are borne by the customer. For returns sent by the customer to the address of Prima Diervoeding, the customer bears the risk of damage and/or loss of products until delivery. Therefore, you are advised to send the return package by registered mail. Returns that are insufficiently stamped will be refused at all times.
Please note: the return shipping costs vary by carrier. Below is a list of the most commonly used carriers:
– https://www.postnl.nl/
– https://www.dhl.com/nl-nl/home.html
– https://www.ups.com/nl/nl/home
Confirmation of receipt of return
Within 5 working days of receipt of the returned item, you will receive confirmation that Prima Diervoeding has received the package.
Inspection upon receipt of return
Upon receipt of the returned item, the ordered product will be inspected. If it is incomplete, used, damaged, or can no longer be resold as “new,” Prima Diervoeding reserves the right to return the package to you freight collect or to make you a settlement offer regarding the amount we can refund to you. Prima Diervoeding reserves the right to refuse the package and return it to you freight collect.
Refund period after return or cancellation
The total order amount (excluding shipping costs) will be refunded to the same account used to pay for the order within 14 days of registering the return. Please note: you are responsible for the shipping costs. We may ask you to provide proof of shipment.
