ORDERS NOT DELIVERED TO CUSTOMER
In the event that an order is returned to Rossi Pets Bakery for reasons not attributable to Rossi Pets Bakery or the shipping company, Rossi Pets Bakery will refund the amount paid, minus shipping and return costs.
The customer may choose to refund the original payment method or through a refund coupon that may be used on a future order. The coupon will be valid for 12 months from its creation date. After this deadline, there will be no refund. In case the original payment was made by ATM or MBway the customer will have to provide the bank details for the refund to be made.
If the reason for unsuccessful delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint which will be reviewed by the freight forwarder. If the problem with the delivery was caused by an incorrect or incomplete address, we ask the customer to attach a proof of address (eg electricity, water or gas bill) to the claim.
The solution Rossi Pets Bakery will present to the customer will depend on the response given by the shipping company. Thus, in the case of complaints originating from the transport service, we can only present a solution to the customer after we get a response from the freight forwarder. If the freight forwarder accepts full responsibility for the return of the order and if all items originally ordered are available, we will suggest the customer to resend it at no additional charge. The customer may choose to refund. If the forwarder does not accept liability, we will not be able to accept the claim, which means that the refund or replacement order will be subject to the above terms for orders returned for reasons not attributable to Rossi Pets Bakery or the forwarder.
CANCELLATION OF ORDERS
The customer can only cancel his order if it has not been paid and is not yet processing. If so, you will only have to access your account, click on “My Account” and select the “Orders” option. In the “Order History” column, the customer should select the order they wish to cancel and in the “Order Details” column, click on the “Cancel Order” button. Once your order is canceled, you will be presented with a confirmation message.
Order cancellation is only possible through the above process. Any request made by other means cannot be fulfilled.
If the customer wishes to return one or more items, they may do so within 14 days of receipt of the order, provided that the products are intact, sealed, complete and in the original packaging, which may not be damaged, altered. or scratched. The customer must ensure that the returned item (s) arrive at our premises within 28 days of delivery.
To exercise their right of return, the customer must contact our Customer Support, specify the order number, description or reference of the product (s) they wish to return and the form of refund they wish. Redemption may be made through the original payment method or through a refund coupon, which is valid for 12 months from the date of issue. At the end of this period, there will be no refund.
The customer will also need to consider whether the product they wish to return was purchased as part of a promotional campaign and therefore benefited from a gift product. If so, you should return not only the product in question, but also the offer you were given with your purchase. Both products must comply with the above guidelines.
Only one full package return is possible. If the customer wishes to return a product that belongs to a pack, he / she must return all products that constitute that same pack. All products must comply with the above guidelines.
The customer must send us the item (s) to the following address:
Rossi Pets Bakery
Eira 81A Street
Return of incomplete, damaged or scratched products, as well as products without the original packaging and / or label, or products with signs of use, will not be accepted.
If we receive an item under the above conditions or with the shipping label attached directly to the packaging, the customer will lose the right to be refunded and will have 10 days to collect the item (s) at our premises, bearing the collection costs.
The customer must return the item (s), request a refund and make a new purchase. The entire return process is properly described in the RETURNS item.
Rossi Pets Bakery will endeavor to reimburse the customer promptly, whilst safeguarding a maximum of 15 days from the receipt of the return at our warehouses.
If payment has been made by Paypal, the refund will be credited to their Paypal account and available immediately. *
If the payment was made by ATM or MBway, the customer will be asked to provide us with the account details to which they would like the refund amount transferred.
The customer may also choose to be refunded through a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from its creation date. After this deadline, there will be no refund.
REFUND OF SHIPPING EXPENSES
If the reason for the return of the order was the responsibility of Rossi Pets Bakery, we will reimburse the respective shipping costs (example: defective products or different from the items actually ordered).
However, if in a multi-product order, only one of you had a problem, we will not refund shipping costs.