Cancellation policy

As a consumer, you have the right to cancel your purchase contract under certain conditions. Below you will find detailed information on your right of cancellation and the associated processes.

A. Right of cancellation and inspection of the goods

Inspection of the goods:

Upon receipt of your order, we recommend that you check the products immediately for correctness, completeness and possible transport damage. If defects or damage are found, please report them to our customer support immediately, but at the latest within three days of delivery. Damaged or faulty products must not be used and must be left in their original packaging in order to ensure fast and smooth processing.

Cancellation period:

You have the right to cancel this contract within thirty days without giving reasons. The cancellation period begins on the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods. In the case of partial deliveries, the cancellation period begins as soon as you or a third party named by you, who is not the carrier, has taken possession of the last goods.

B. Exercising the right of cancellation

Declaration of cancellation:

To exercise your right of cancellation, you must contact us (e-mail: support@vitomalia.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). It is sufficient if you send the cancellation notice within the time limit. You can use the attached sample cancellation form, but this is not mandatory.

Return of the goods:

Please return the goods to the following address:

c/o Active Ants  
Brandix AG (Vitomalia)
Hoeschstrasse 20  
46284 Dorsten  
Germany

Special instructions for returns:

We ask that returns are made with tracking. This allows us and you to check the status of the parcel and ensure that it arrives safely to us. Returns without tracking are at your own risk. Unfortunately, we cannot refund parcels without tracking that are lost as we do not have proof of despatch.

C. Reimbursement and assumption of costs

Reimbursement of payments:

If you cancel this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we receive notification of your cancellation. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged any fees for this refund.

Return costs:

You bear the direct costs of returning the goods. An exception is made if the return is due to an error on our part, for example in the case of incorrectly delivered or damaged items. In this case, we bear the shipping costs as well as the costs of the return and replace the product.

D. Special notes on certain products

Return of collars, Leashes and harnesses:

For health and hygiene reasons, Collars, Leashes and Harnesses cannot be returned as they can potentially transmit diseases. However, as we want to offer a high standard of service, we do allow these products to be returned provided that the packaging and label are undamaged. If the product is extremely used or defective, we reserve the right to refuse a refund as the product cannot be resold.

Sustainability and returns:

In our efforts to protect the environment, we recommend avoiding unnecessary returns, so please check carefully that the product meets your expectations before making a purchase to minimise returns.

Affiliated/financed transactions:

If you finance this contract with a loan and later cancel it, you are no longer bound by the loan agreement if both contracts form a single economic unit. This is particularly the case if we are also your lender or if your lender uses our assistance with regard to the financing.