Cancellation policy | Brandix AG (Vitomalia)

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 any transport damage. If defects or damage are found, please report them to our customer support immediately, but no later than three days after delivery. Damaged or faulty products must not be used and must be left in their original packaging to ensure fast and smooth processing.

Cancellation period:

You have the right to cancel this contract within thirty days without giving any reason. 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 the right to cancel, you must inform us (Brandix AG, E-Mail: support@vitomalia.com) of your decision to cancel this contract by means of a clear statement (e.g. an e-mail). It is sufficient if you send the cancellation notice within the deadline. 

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 notes on returns:

We ask that returns are made with a tracking number. This enables us and you to check the status of the consignment and ensure that the goods arrive safely. Returns without tracking are at your own risk. Unfortunately, we cannot refund parcels that are lost without tracking 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 the purchase price immediately and at the latest within fourteen days from the day on which your return shipment arrives at our warehouse. 

If you make use of your right of cancellation, you bear the direct costs of returning the goods. We will only refund the purchase price of the returned goods. The shipping costs that were charged for the dispatch to you will not be refunded. This applies both to the cancellation of the entire order and to a partial return. If the delivered goods are faulty or do not correspond to the order, we will bear the return costs and will also refund you in full for the shipping costs.

For this refund, we will use the same means of payment that you used for the original transaction.

Return costs:

You bear the direct costs of returning the goods. An exception applies 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 will cover the shipping costs and the costs of the return shipment and replace the product.

D. Special notes on certain products

Return of collars, Leashes and harnesses:

For reasons of health protection and hygiene, Collars, Leashes and Harnesses are generally excluded from return, as their return can potentially transmit diseases. However, as we want to offer a high standard of service, we still allow these products to be returned provided that the packaging and the 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 endeavour to protect the environment, we recommend avoiding unnecessary returns. Before making a purchase, please check carefully whether the product meets your expectations 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, provided that both contracts form a single economic unit. This is particularly the case if we are also your lender or if your lender makes use of our co-operation with regard to the financing.