Is our number one priority
Return or cancellation of purchase
If for any reason you regret your purchase, you can return your goods within 14 days. If you regret your purchase, Petlux will of course refund the entire purchase.
The cancellation period expires 14 days after the day you received your item. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.
The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. You can send an email to firstname.lastname@example.org or use the standard cancellation form, which you will find at the bottom of the trading conditions. You cannot cancel the purchase by refusing to receive the item without notifying us at the same time. It is therefore not enough to refuse to receive the package or to fail to pick up the package at the post office or in the package store.
Once you have notified us that you want to cancel your purchase, you have 14 days to return the item to us.
It is your responsibility to ensure that the item is securely wrapped and does not get lost on the way. We therefore recommend that you send it as a package with Bring, as this way you can always track it. You must also be aware that responsibility for the item is yours from the time you receive the package until Petlux has received it back. If the package breaks on the way back to Petlux, you are responsible
We offer free returns with our returns portal.
Return Policy - read this before returning
Some items cannot be returned.
There is no right of withdrawal on engraved dog tags as these items are either custom made, perishable or cannot be resold due to legal requirements. Delivery of sealed goods which for health protection or hygiene reasons are not suitable for return and where the seal has been broken after delivery.
Have you used an item that you are returning?
If the item has lost value and this is because you have used it in a way other than what was necessary to determine the nature, characteristics and functioning of the item, you can only get a part of the purchase price back. How much you can get back depends on the commercial value of the item, and in some cases it may mean you can only get back the shipping costs.
We recommend that you send the item back in the original packaging. If the original packaging is missing, it can lead to a decrease in the value of the item.
If you wish to exchange the item for e.g. a different color or size, we recommend that you order the product again via the webshop. This ensures faster delivery and that you get the right product. You must send back the item you wish to exchange for or see the return policy above, after which we will refund the amount to your payment card as soon as possible.
If you have a product with a manufacturing defect or want to report a product, you must send an email with pictures to email@example.com.
You must advertise within a "reasonable time" after discovering the error. If you make a complaint within two months after the fault is discovered, the complaint will always come in time.
When you shop with us as a consumer, the rules of the Purchase Act apply to the purchase of goods. This means that you have the right to complain for 24 months. Contact us before sending the item. If your complaint is justified, it means that you can either get the item repaired, replaced, your money back or a reduction in the price, depending on the specific situation.
If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in the correct packaging. Also remember to get a shipping receipt so we can reimburse you for shipping costs.
The item is sent to:
Use our return portal and we will pay the return shipping.
Questions about returns?
If you have any questions or are unsure about the process, you are also very welcome to contact us personally as follows:
Phone: +45 71 71 65 71
E-mail: Send us an email!
Customer service opening hours:
Mon-fri: 09.00 – 13.00
Public holidays: Closed