Refund policy

1. Withdrawal and returns

(Refund policy)

You have 14 days to change your mind

You may cancel your order within 14 days without giving a reason. That period starts the day after you, or someone you have nominated, received the product. If you order several products that are delivered separately, the period starts the day after you received the last one.

How to withdraw

There are three ways. All three are valid, so pick whichever suits you.

Through the Withdraw from contract here button at the bottom of every page. You fill in your name and order number and confirm. You see the date and time we received your withdrawal straight away.
Using the model withdrawal form.
With an ordinary message to info@okayapetsupplies.com. State clearly that you are withdrawing from the contract, and which order it concerns.

You do not have to give a reason. If we ask for one anyway, that is voluntary and you may leave the field empty.

To meet the deadline it is enough that you send your message before the 14 days are up. It does not have to have reached us yet.

Sending it back within 14 days

After withdrawing you have another 14 days to send the product back. Send it to:

Okaya Pet Supplies B.V. Spuiplein 5 4511 AN Breskens, The Netherlands

The cost of the return shipment is yours to pay.

What you may do with the product

You may inspect and try the product as you would in a shop. Putting a collar around your dog's neck to check the size: perfectly fine.

If you use it beyond that, a walk in the rain, or cutting off the label, we may deduct the loss in value from your refund. We will then show you what that amount is based on.

Refund

We refund you within 14 days, counted from the moment we received your withdrawal. We may wait until we have the product back, or until you have shown that you sent it, whichever comes first.

You get the full purchase price back, plus the delivery costs you paid on the order up to the amount of our standard shipping. If you chose more expensive express delivery, we refund the standard rate.

You get it back by the same payment method you used, unless you agree something else with us. There are no charges.

If the product is faulty

The right of withdrawal is for "not what I was after". If something is wrong with the product, it breaks, it is not as described, or it fails far sooner than you could reasonably expect, that is a different matter, and it is not limited to 14 days.

You are then entitled to free repair or replacement, and if that is not possible, to cancellation or a price reduction. That is your right under the law, alongside and independent of any manufacturer's warranty. Contact us at info@okayapetsupplies.com in that case.