Refund and Returns Policy

Effective Date: September 12, 2026

Thank you for shopping at Pet Club Zadar (petclub-zadar.com). We take great pride in our carefully curated pet accessories, grooming tools, and travel gear. We understand that sometimes an item may not be a perfect fit for your pet, and we are here to assist you with a fair and transparent return process.

Please review our comprehensive return and refund guidelines below before making a purchase. By completing a transaction on our Site, you explicitly agree to the terms of this policy.

1. Core Return Principle: No Refund-Only (No Refund Without Return)

To maintain a fair, reliable, and sustainable shopping ecosystem for all pet owners, Pet Club Zadar enforces a strict No Refund-Only policy.

  • Mandatory Physical Return: We do not issue monetary refunds, store credits, or product replacements under any circumstances if the physical product remains with the customer.
  • No Exceptions for Claims: Regardless of the claim reason—including but not limited to buyer’s remorse, sizing mismatches, accidental orders, or perceived product discrepancies—the item must be physically shipped back to our corporate facility to undergo formal inspection before any financial reimbursement is processed.
  • Refusal of Demands: Any customer demands for instant refunds without sending the purchased merchandise back will be flatly refused.

2. Eligibility Criteria for Standard Returns

We offer a 30-day return window from the date your tracking number confirms delivery. To be eligible for a standard product return and a subsequent partial or full refund, your items must meet the following strict safety and hygiene requirements:

  • The item must be in its original, brand-new, and unhatched retail condition.
  • The product must remain completely unused, unwashed, and free of any signs of wear, pet hair, biological dirt, or environmental odors.
  • All original product tags, branded packaging boxes, internal protective wrapping, and accompanying accessories must be completely intact and included in the return parcel.

3. Non-Returnable and Final Sale Items

Due to strict European health, safety, and pet hygiene regulations, certain categories of pet products cannot be returned under any circumstances:

  • Hygiene-Sensitive Gear: Opened or used grooming tools, pet brushes, deshedding gloves, and bathing scrubbers that have come into direct contact with animal fur or skin.
  • Hydration Items: Portable pet travel water bottles, flasks, and dispensers that have been filled with liquid or used by an animal.
  • Sale Items: Any promotional items explicitly marked as “Final Sale” or purchased during warehouse liquidation events.

4. Step-by-Step Return Process

To initiate a product return, you must follow our mandatory company procedures. Do not mail packages back to us without receiving prior formal approval.

  1. Submit a Request: Contact our customer care desk at logix@petclub-zadar.com within 30 days of delivery. State your original order number and list the items you wish to return.
  2. Provide Photographic Proof: You must attach clear, well-lit photos showing the current condition of the item, its packaging, and its tags to prove it is eligible for return.
  3. Review and Authorization: Our team will review your application. If approved, we will issue a Return Merchandise Authorization (RMA) number along with our verified warehouse address in Croatia.
  4. Package and Ship: Securely pack the item to prevent transit damage. Write your RMA number clearly on the outer shipping box.

5. Return Shipping Costs and Liability

  • Customer Responsibility: The customer is fully responsible for arranging and paying all shipping fees associated with returning the item to our facility. Shipping and handling fees paid during the original purchase are strictly non-refundable.
  • Tracking Mandatory: You must use a reliable postal carrier that provides a valid online tracking number and shipping insurance. Pet Club Zadar is not legally liable for return packages that are lost, stolen, or damaged during transit back to us.
  • Rejected Packages: If a return package arrives damaged or fails our internal quality control inspection, no refund will be issued, and the item will be sent back to you at your expense.

6. Damaged, Defective, or Incorrect Items

If you receive an item that was broken during transit, structurally defective, or completely different from what you ordered, you are protected by our consumer warranty. However, our core operational rule still applies:

  • Inspection Required: You must report the defect to logix@petclub-zadar.com within forty-eight (48) hours of delivery, providing unedited photos or videos of the issue.
  • No Free Refunds: We will provide a pre-paid shipping label for you to send the defective item back to us. A replacement or refund will only be issued after our team receives and inspects the physical item at our headquarters.

7. Refund Processing and Timelines

Once your returned parcel is received and inspected by our warehouse staff, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Returns: If approved, your refund will be processed immediately. The funds will be credited back to your original payment method (credit card, bank account, or online payment processor).
  • Processing Window: It typically takes between five (5) to ten (10) business days for banking institutions to reflect the refund balance on your account statement.
  • Deductions: We reserve the right to deduct a restocking fee or any customs duties incurred during the international return transit from your final refund amount.

8. Corporate Contact Information

For assistance or inquiries regarding our return policy, please reach out to Pet Club Zadar via email at logix@petclub-zadar.com or visit our official website.