Returns

Returns & refunds

How much time do I have to withdraw from the purchase contract?

You can withdraw from the purchase contract without giving a reason, within 30 calendar days from the date of delivery of the order.

How can I use my right of withdrawal?

To exercise the right to withdraw from the contract, you must inform us about it in the form of a declaration submitted in the selected form:

using the form available HERE or
by means of any other unambiguous statement containing information about the decision to withdraw from the contract (Appendix No. 1 to the regulations).

Where to send the statement?

The declaration should be sent to contact@petsona.eu or by post to the correspondence address: Kontri Sp. z o. o., ul. Jacka Kuronia 3, 15-569 Białystok.

Who bears the cost of return shipping?

The direct cost of returning the goods is borne by the store.  Please contact us before sending back your item - we will arrange free of charge pickup (printer is necessary), or we will send you a prepaid label and show you further steps if collection is not possible.

How much time do I have to return the goods?

The deadline for sending the return shipment is a maximum of 14 calendar days from the date on which the purchase contract was withdrawn.

How should I prepare my return shipment? *

* the instructions below do not constitute a condition for executing the right to withdraw from the contract.

Please return the goods unchanged, in the original, undamaged packaging.
For this purpose, please pack the returned goods carefully in a way that will protect them against damage or destruction during transport, preferably in a hard cardboard box.

Please include with your shipment:

completed return form received with the ordered goods (the form can also be downloaded HERE),
purchase receipt or invoice.

Returned goods should be sent to the following address:
Petsona – online store
Jacka Kuronia 3
15-569 Białystok, Poland

Important: We do not accept parcels sent back to us on delivery. This means that if we receive a parcel for which we have to pay when collecting the parcel - it will not be accepted by us and will be returned to you as a refund.

Important: Please do not send return parcels to us via InPost parcel lockers and collect them at the parcel locker. Unfortunately, we are unable to collect such parcels and they will be returned to you.

When will I receive my refund and in what form?

We will refund the amount for the goods returned to us immediately after receiving the return package, but no later than within 14 days from the date of receipt of the declaration of withdrawal.

In the event of withdrawal from the contract, payment is refunded using the same payment methods that were used in the original transaction.

In order to streamline the refund process for goods returned to us, we kindly ask you to:

indicating in the form the account number to which we should refund the amount - if the refund is to be transferred to your bank account,
in the case of a return by postal order - in the return form, please provide the address to which the payment should be sent. The waiting time for cash delivery in the case of a postal order is approximately 5 business days from the time of sending it.

In case of cancellation of the entire order, the entire amount paid will be refunded. However, if the customer has chosen a delivery method other than the cheapest possible delivery method in the order, the shipping cost equal to the cost of the cheapest available delivery method will be refunded.

Do I incur any additional costs when withdrawing from the contract?

The customer has the right to withdraw from the purchase contract without giving a reason and without incurring any costs other than those provided for by law. You are only liable for any reduction in the value of the item resulting from using it in a manner other than necessary to verify compliance of the product with the order.

Attention! When is there no right to withdraw from the contract?

The Consumer is not entitled to withdraw from the contract in relation to the contract in which the subject of the service is Goods delivered in a sealed packaging, which cannot be returned after opening the packaging due to health protection or hygiene reasons, if the packaging was opened after delivery.

Do you have additional questions?

The returns and complaints department is at your disposal from Monday to Friday from 8.00 a.m. to 4.00 p.m. Call: Tel: (+48) 85 674 35 51 or write: e-mail: contact@petsona.eu
Fees according to operator's rates

Exchange of goods

How can I exchange goods for another one?

To exchange a product for another one:

• Return the product - please send the product back based on the return rules described above in point 1 ("Withdrawal from the contract") - we will refund the amount due.
• Order a new product - please place a separate order for new products and pay for them together with transport costs - regardless of the returned goods.

Do you have additional questions?

The returns and refunds department is at your disposal from Monday to Friday from 8.00 a.m. to 4.00 p.m. Call: Tel: (+48) 85 674 35 51 or write: e-mail: contact@petsona.eu
(Fees according to operator's rates)

Complaints procedure

Please remember that Kontri Sp. z o. o. as a seller, he has a legal obligation to deliver defect-free goods to the customer.

How can I complain about goods?

Complaints about goods can be made:

by sending an e-mail to: contact@petsona.eu, or
by post to Petsona.eu online store, ul. Jacka Kuronia 3, 15-569 Białystok, Poland or
using the form available HERE.

What address should I send the complaint shipment to?

Complaints should be sent to the following address:
Petsona online store
Jacka Kuronia 3
15-569 Białystok, Poland

Please include with your shipment:

description of the defect along with information on how the damage occurred and when the defect was noticed,
purchase receipt or invoice.

Please pack the complained goods carefully in a way that will protect them against damage or destruction during transport, preferably in a hard box and not a bubble envelope.

I have sent a complaint, what next?

We will keep you informed about the progress of the complaint process via e-mail or telephone.

When will my complaint be considered?

Kontri Sp. z o. o. undertakes to consider each complaint within 14 days.

Who bears the shipping costs in the event of a complaint?

The shipping cost you incur when sending us a complaint shipment will be refunded after receiving the package. Please also remember that we do not accept parcels sent to us via cash on delivery.

Do you have additional questions?

The returns and complaints department is at your disposal from Monday to Friday from 8.00 a.m. to 4.00 p.m. Call: Tel: (+48) 85 674 35 51 or write: e-mail: contact@petsona.eu Fees according to operator rates

Complaints procedure

Additional information resulting from legal provisions contained in the Regulations

Out-of-court methods of dealing with complaints and pursuing claims - ODR platform

The consumer may use out-of-court methods of dealing with complaints and pursuing claims. In order to take advantage of the possibility of amicable resolution of disputes regarding online purchases, the Consumer may submit a complaint, e.g. via the EU ODR online platform, available at: http://ec.europa.eu/consumers/odr/