Cancellation policy

Cancellation Policy

As a consumer, you have the right to cancel this contract within 30 days without giving any reason.

Cancellation period

The cancellation period is 30 days from the day on which you, or a third party designated by you who is not the carrier, took possession of the goods.

If you have ordered several goods as part of a single order and they are delivered separately, the cancellation period begins on the day on which you, or a third party designated by you who is not the carrier, took possession of the last item.

Exercising the right of cancellation

To exercise your right of cancellation, you must inform us at

Vitomalia Ltd
Gr. Xenopoulou 17
3106 Limassol
Cyprus
Email: support@vitomalia.com

by means of a clear statement of your decision to cancel this contract.

For quick and structured processing, we recommend registering your return through our returns portal in your customer account. Alternatively, you can also declare your cancellation by email to our support. Using the returns portal makes it easier to review and assign the return shipment, but it is not a mandatory requirement for effectively exercising your statutory right of cancellation. You may also use the statutory model cancellation form for this purpose, although this is not required.

To meet the cancellation deadline, it is sufficient for you to send the notification that you are exercising your right of cancellation before the cancellation period expires.

Consequences of cancellation

If you cancel this contract in full, we will refund all payments we have received from you, including the cost of the least expensive standard delivery option offered. 

Processing the return shipment and checking it for completeness, condition and any possible compensation for loss of value take place after the goods have arrived at our warehouse. We reserve the right to withhold the refund until the returned goods have been received and checked.

In the case of partial cancellations or the partial return of individual items, the original outbound shipping costs will not be refunded if these would also have been incurred for the remaining items in the order. This rule applies in particular when several sizes or variants were ordered for selection and only part of the order is returned. 

For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you be charged any fees for this refund.

You must return the goods without undue delay and, in any event, no later than fourteen days from the day on which you informed us of the cancellation of this contract, to the return address provided by us. The deadline is met if you send the goods before the fourteen-day period has expired.

You bear the direct costs of returning the goods unless the return is due to an incorrect delivery, a defect for which we are responsible, or transport damage.

Compensation for loss of value when using the goods

You only have to pay for any loss of value of the goods if this loss of value is due to handling them in a way that was not necessary to check the nature, characteristics and functioning of the goods. Consumers do not lose their right of cancellation as a result, but they may be required to pay compensation for loss of value.

This applies in particular to products that come into direct contact with the dog or its surroundings during use, such as Collars, Leashes, Harnesses, Dog Beds or comparable everyday-use items. If such products are used beyond a simple inspection, soiled, damaged, marked with hair, odors or other signs of use, or returned in a condition that makes reuse or reconditioning more difficult, we reserve the right to claim reasonable compensation for loss of value. Any loss of value is assessed on a case-by-case basis and with consideration of the actual condition of the goods. The goods are checked solely to determine any possible loss of value resulting from use beyond the usual inspection of their nature, characteristics and functioning.

Information on inspection and returns

Please check your order as soon as possible after receipt for correctness, completeness and visible transport damage. Please inform us of obvious damage, incorrect deliveries or missing quantities as early as possible so that we can speed up processing. This request does not affect your statutory rights.

We recommend sending returns with tracking. Returns without proof of shipment are sent at your own risk. If we cannot trace receipt of a return and no proof of shipment is available, processing may be delayed until the matter has been clarified.