‌Effective Date: October 15, 2026‌

Welcome to the official Refund and Returns Policy of CARDUELIS PET SHOP j.d.o.o. za proizvodnju i trgovinu, the dedicated Croatia-based pet accessories e-commerce store accessible at www.carduelispetshop.com. This policy is formulated in full compliance with the EU Consumer Rights Directive 2011/83/EU and applicable Croatian consumer protection regulations, to set clear, fair rules for all return, exchange and refund requests related to our full range of pet grooming gloves, brushes, portable water bottles and other curated pet gear.

Our complete contact details for all return and refund related inquiries are:

• Full registered company name: CARDUELIS PET SHOP j.d.o.o. za proizvodnju i trgovinu
• Business address: Zagrebačka ulica 228, 35000 Slavonski Brod, Croatia
• Contact email: bramble@carduelispetshop.com
• Support telephone number: +385 99 763 0484

1. Core Ground Rule: No “Refund Only” Permitted

The top non-negotiable rule of our returns framework is that ‌no full or partial refund will ever be issued without the customer first returning the relevant purchased physical pet product to our designated return address, and our team completing a full, eligible quality and condition inspection of the returned item‌. We strictly reject all “no-return, refund-only” requests of any kind, including requests to receive a full or partial monetary refund while retaining the purchased merchandise. This rule applies to all eligible non-quality-related withdrawal requests under the EU 14-day cooling-off period, as well as return requests submitted outside the cooling-off window, to ensure fair treatment for all customers and protect the operational sustainability of our small independent pet specialty business. Even for orders of low-value pet accessories, no exceptions to this no-refund-without-return policy will be made.

2. Eligible Return Window and Pre-Conditions

For all eligible physical pet products purchased from our store, customers hold the statutory 14-day cooling-off withdrawal right as defined under EU consumer protection rules. This 14-day return window starts to count from the exact date that the customer (or a designated recipient nominated by the customer) takes physical delivery of the ordered pet products.
To submit a valid return request within this 14-day window, customers are required to use the clearly placed one-click withdrawal function located on their order details page in their personal account panel, which sends an immediate auto-generated confirmation receipt with a time stamp to the registered contact email. All return requests must meet the following pre-conditions to be accepted:

• The returned products must be kept in original, saleable condition, with all original packaging, user manuals, accessory components, hang tags and included gifts fully intact, without obvious stains, heavy wear or man-made damage caused by use that goes beyond basic inspection and testing.
• Custom-made, personalized engraved pet products, and pre-opened sealed hygiene-related items such as pet grooming gloves for direct skin contact that have been removed from their original sealed packaging are not eligible for non-quality-related returns, in compliance with EU regulatory exceptions.
• All return applications are fully traceable in our system, and all return related records will be retained for no less than 12 months as required by regulatory rules.

3. Return Shipping Responsibility

For returns submitted under the 14-day non-quality-related change-of-mind scenario, the full cost of return shipping to our designated Slavonski Brod warehouse is borne solely by the customer. Customers may select their preferred compliant, trackable courier provider to send back the items, and we strongly recommend purchasing appropriate shipping insurance for the value of the returned pet products to avoid loss or damage during transit. We will not cover any return shipping fees for non-quality-related returns.
Only in the scenario where the delivered pet product has confirmed manufacturing defects, severe transport damage, or does not match the product description published on our website, will our team take full responsibility for all reasonable, verified return shipping costs. Customers are required to provide clear photo evidence of the product quality defect to our support team before arranging return shipping for such quality-related cases.

4. Refund Processing Workflow

After our warehouse team successfully receives and inspects the returned merchandise, and confirms that the returned item meets all our return eligibility requirements outlined in this policy, our operations team will process the corresponding verified refund request within 14 calendar days. The refund will be sent back to the original payment method used for the initial order, and it may take 3 to 7 additional business days for the amount to be fully reflected in your bank account or payment platform, depending on the processing speed of your specific payment service provider.
If a customer submits proof that the pet product has already been dispatched back to our warehouse before our team receives the physical item, we may process the refund only after the merchandise is confirmed to arrive at our address and pass the mandatory condition inspection. We will never release any refund before we have taken possession of the returned physical product and verified its condition, in line with our strict no “refund only” rule.

5. Post-Return Arrangements

After a successful return and refund is completed, the relevant order will be marked as closed in our system. Customers who prefer to exchange their returned pet product for another different size, variant or other item from our pet accessory collection instead of receiving a monetary refund can contact our customer support team via our official email or phone number, and we will arrange the exchange process after the original product is received and inspected, with the customer covering any difference in product value and new shipping fees for the exchanged merchandise.

If you have any questions about this Refund and Returns Policy, or need assistance to arrange a return, feel free to reach out to our support team at any time, and we will respond to your inquiry within 24 working hours.