Cancellation, Return and Withdrawal Policy

This policy sets out the procedures and principles for order cancellation, product returns and the exercise of the right of withdrawal for sales made electronically through VetUX (the “Seller”), including payment by link, in accordance with Consumer Protection Law No. 6502 and the Distance Contracts Regulation. This policy is an annex to and a complementary part of the Distance Sales Agreement.

Orders that have been paid for but not yet dispatched are cancelled free of charge upon the Buyer’s request to the Seller, and the amount collected is refunded to the payment method used. The processing and settlement periods of the bank or payment institution are not binding on the Seller; it is sufficient that the Seller has initiated the refund without delay. For orders already dispatched, a cancellation request is subject to the return process set out in sections 3, 4 and 5 of this policy.

3.1. The Buyer may exercise the right of withdrawal within 14 (fourteen) days from delivery of the product to the Buyer or to a third party at the address indicated, without giving any reason and without paying any penalty.

3.2. A Buyer wishing to exercise this right notifies the Seller by completing the Withdrawal Form annexed to the Distance Sales Agreement or by way of any clear statement.

3.3. The product must be sent to the return address, together with its invoice, within 10 (ten) days of the withdrawal notice.

3.4. Following receipt of the product by the Seller and confirmation that the return conditions in section 5 of this policy are met, the amount is refunded to the payment method used by the Buyer within 14 (fourteen) days at the latest.

The right of withdrawal cannot be exercised for the following products and situations; such products are additionally marked as “non-returnable” on the product/order page:

• Food, vitamin, supplement and care products whose packaging, protective tape, seal or foil has been opened (for health and hygiene reasons),
• Food / food supplement products with an expiry date and/or liable to perish, where a return is requested a certain time after delivery,
• Products prepared in line with the Buyer’s special request or personal needs (bespoke formula, name printing, etc.),
• Care/cleaning products whose packaging has been opened after delivery and whose return is not appropriate under hygiene rules.

For unopened products in original, resaleable condition, the standard 14-day right of withdrawal applies.

The product to be returned must:

• Be sent together with its invoice (or e-archive invoice),
• Have packaging and, where applicable, labels and protective elements that are undamaged and true to the original,
• Not have been used, damaged or soiled beyond ordinary handling,
• Not be one of the products excluded from the right of withdrawal (section 4).

Return requests that do not meet these conditions may be rejected by the Seller, or the product may be sent back to the Buyer with shipping costs borne by the Buyer.

The return shipping cost is borne by the Seller under the Distance Contracts Regulation. Returns are made free of charge through the courier company used to send the product to the Buyer.

If the delivered product is defective (faulty, damaged, incomplete or not matching the order), the Buyer may exercise the optional rights set out in Article 11 of Law No. 6502 (free repair, replacement with a defect-free equivalent, price reduction or withdrawal from the contract). In such cases the shipping cost is borne by the Seller in all circumstances, and the return/exchange process is concluded as quickly as possible from the date of notification.

For all returns, the amount is refunded through the PayTR payment infrastructure on which the payment was received, to the method used by the Buyer; a refund by any other means (cash, bank transfer, etc.) is not made without the Buyer’s express request and the Seller’s approval.

This policy is an integral annex to the Distance Sales Agreement and is deemed accepted once the Buyer confirms the order.