RETURNED ORDERS

If a prepaid order is returned to Biolife Pet Srl for reasons not attributable to Biolife Pet Srl or the shipping company, Biolife Pet Srl will refund the amount paid for the order, less shipping and return costs. Prepaid orders are orders paid for with PayPal or credit card. The customer can choose to be refunded using the original payment method or a discount coupon that can be applied to a future order. The respective coupon will be valid for 12 months from the coupon's creation date. After this period, no subsequent refunds can be issued. If the original payment method was credit card, the customer must indicate their preferred refund method. If the carrier is responsible for the failed delivery and subsequent return of the order, regardless of the payment method chosen, the customer must submit a written complaint to the carrier for review. If the delivery issue is due to an incomplete or inaccurate delivery address, we will require the customer to attach proof of address (such as a gas, water, or electricity bill) to the complaint. The resolution Biolife Pet Srl will provide to the customer will depend on the response received from the shipping company. Therefore, in the event of a complaint regarding the shipping company, we will be able to provide a resolution to the customer only after the shipping company has informed us of its position. If the shipping company assumes full responsibility for the return of the order and all ordered products are still in stock, we will suggest a replacement order to the customer at no additional cost. If the shipping company does not admit its responsibility, we will not be able to accept the complaint, and the refund or replacement order will be subject to the conditions indicated above for orders returned due to fault not attributable to Biolife Pet Srl or the shipping company.

ORDER CANCELLATION

The customer can cancel the order:

- By writing an email to info@biolifepet.it indicating the order number and the reason for cancellation.

- By calling the landline number 099 94 40 015 or the mobile number +39 327 63 34 960.

If the order has not yet been processed , Biolife Pet Srl will proceed with the cancellation and possible refund to the customer.

If the order has already been processed , the customer must refuse the package upon delivery and upon return of the package to the office, any refund will be processed.

Order cancellation is only possible through the procedure described above. Cancellation requests made through any other means will not be honored.

If the customer has accepted the package, the return must be made following the return policies.

RETURNS

If the customer wishes to return one or more items, they may exercise their right of withdrawal within 14 days of receiving the package, provided that the products are intact, sealed, complete, and in their original packaging. The packaging must not be damaged, altered, or scratched. The customer must carefully package the products and ship them to Biolife Pet Srl within 14 days of receiving the order. To exercise their right of withdrawal, the customer must contact our Customer Service. They will need to specify the order number, description, or reference numbers of the products to be returned, and the method of refund. Refunds are possible either via the original payment method or via a refund coupon valid for 12 months from issue. After 12 months, no further refunds will be issued. Customers should also be aware that if the returned product was purchased as part of a promotional campaign and free products were awarded to the order, as a result of purchasing the product, they will need to return not only the product in question, but also the free product. Both products must be in the condition described above. A pack containing multiple products can only be returned in its entirety. If the customer wishes to return a product from a pack, they will need to return all the products in that pack. All products in the pack must be in the condition described above. Incomplete or damaged products, without the original packaging or label, or showing signs of use, will not be refunded.

CHANGES

The customer must return the item(s), request a refund, and then place a new order. The entire return procedure is described in detail in the RETURNS section.

REFUND POLICY

Biolife Pet Srl will refund the customer within 14 days of the return arriving at our warehouse. The refund will be made using the same payment method used when placing the order, where possible. Alternatively, Biolife Pet Srl will agree with the customer on their preferred refund method. Please note that the above payment methods are not available in all countries. To find out which payment methods are available for your country, please read the information above under "Payment Methods." The customer can also choose to be refunded via a discount coupon, regardless of the payment method used. This coupon will be valid for 12 months from the date it was created. After this period, no refunds will be issued.

SHIPPING COSTS REFUND

In the event that Biolife Pet Srl is responsible for the return of the order, it will refund the related shipping costs (for example, in the case of products other than those actually ordered).