The purpose of PetCreations is for you to be completely satisfied with your purchases. In any case, however, you have the right of withdrawal, which is described in detail below.

Right of Withdrawal

In the following section, we inform you in detail about your right to withdraw from the sales contract you made.
If for any reason you are not satisfied with your purchase, you can cancel and return the products at your own cost, provided you follow the following procedure:

1. You have the right to withdraw from the sales contract within an exclusive period of 14 days, from the day you or a third party indicated by you received the products.

2. Within the above deadline, you must inform the company in writing, (PetCreations, with headquarters in Athens, and address: Spartis 9, Ilioupoli, Athens, Greece, PO Box 16344, phone +30 210 9710335, Fax: +30 210 9710335, e-shop address www.petcreations.gr), for your decision to withdraw from the contract, by sending a clear statement of withdrawal. Alternatively, you can use the “Return Form”, which appears in the bottom menu on the right of the main page, among the e-shop options. In the e-shop procedures, you will select “PRODUCT RETURN FORM”. There you should fill in your first and last name, email and contact phone number, at which the company can contact you, the order number and finally in the field, “Description of the problem”, declare the exercise of the right of withdrawal.

As an example, we quote the following text, which you could use as a withdrawal statement:
“I hereby inform you that I am withdrawing from the contract of sale of the following product(s), ………..,………,…….., ordered on …/…/…. and received/as on …/…/…..”

In the same field you can also include anything else you want to describe as a comment.

3. In the declaration of withdrawal or the “Return Form”, you must also fill in all the necessary information about the bank account to which you will be credited with the money of the returned purchase, in case you paid by cash on delivery. More information in the relevant paragraph, “Cash on Delivery Returns”.
4. In case you submit your withdrawal statement electronically, we will send you without delay to your email, a message confirming the receipt of your statement.

5. Within 14 days from the day of sending – in any way – your notice of withdrawal to PetCreations, you must return the products. This deadline is considered to have been met if you send back the products before it expires (14 days).

6. The costs of returning the products are borne by you, as well as the responsibility in case of their loss or damage during transport.

7. If you wish to return the products to use the courier company SPEEDEX that we cooperate with and which delivered your order, the return costs will be deducted from the amount that will be returned to you. Contact SPEEDEX for the receipt of the returned products, (tel.: +30 210 9713111), stating that the charge for the return of your purchase will be made to PetCreations.

8. We are entitled to delay the refund, however, until we receive the products back and check their condition, which should be excellent, as it was when they were sent and as described below, in paragraphs 9,10,11.

9. Upon receipt of the returned products, PetCreations will check their condition. The returned products must be unused, (apart from testing them to confirm the correct number) and be in the perfect condition in which you received them, both the same, as well as their packaging materials and their special markings, ( tabs). The quality of the repackaging of the product is your responsibility.

10. You are responsible for any reduction in the value of the products resulting from your improper handling.

11. Missing, damaged, worn, soiled items, which we at PetCreations objectively assess as having been used, will not be accepted and will be returned to the customer.

12. Upon receipt of the package please check it carefully to make sure it is in perfect condition. In case you find signs of damage during transport, send us an email at [email protected], or call +30 210 9710335, Monday to Friday 09:30-14:30.

If the above procedure and conditions are met, PetCreations will approve the return of the products and you will be refunded the value of the products. This amount will be reduced, where applicable, by return costs in accordance with condition 7 and will be paid to you according to your payment method. The procedure follows in the “Refunds” section.

Return of Incorrect or Defective Products

In the event that you receive a defective product or there was an error during the execution of your order, such as sending the wrong code, size, etc., in relation to what you ordered, you have the right to request its return by completing and sending the ” Return form”.

Upon receipt of the returned product, PetCreations will check its condition and determine the defect or error in the execution of the order.

For a return to be accepted the product(s) must be unused, (apart from testing them to confirm the correct number) and in the same condition as when you received them. , as well as the materials packaging and their special markings (tags). After the above check and if an error or defect is found, PetCreations will approve the return.

There is no shipping charge for returning the product and the return costs are borne by PetCreations, but you must return it with our partner courier company SPEEDEX. You will call +30 210 9713111 and request collection of your returned order, at PetCreations’ charge.

If you wish to replace with another product, you will have to proceed with a new order, in which of course you will not be charged for shipping. There is always a chance that if you want the item you originally ordered in a different size or color, it is out of stock.

In case you do not wish to replace the product or this is not possible due to lack of availability of the product, we will refund you its value. This amount will be paid to you according to your payment method. The exact procedure follows in the next section “Refunds”.

Product returns and changes, purchased from the PetCreations online store (e-shop), can be made in a physical store of the company. The opposite procedure does not apply. In other words, you cannot change or return products that you bought from a physical store of the company, through the PetCreations online store (e-shop).

Refunds

Upon receipt of the returned item, the return approval process begins. The products are checked as to whether they meet the aforementioned terms and conditions.

If the return is accepted, you will be notified by e-mail about the refund according to your original payment method.

The company proceeds with the provided refund according to the above, using the same means of payment as those you used in your original transaction.

Refunds for Payment by Card

Upon acceptance of the return of your order, the process of refunding your money proceeds, which is carried out by crediting the amount to your card.

Cash on Delivery Returns

The refund of your money will be made to the account number that you will indicate to us in the refund request. You will be asked to provide us with the name of the bank, the name of the account holder and the IBAN code. You will write the above information for us in the field “Description of the problem” in the e-shop procedures section, “RETURN FORM”. You can find this information on your account statement, or request it from your bank. You can check the amount credited to your online bank account, or by contacting the bank.