This Policy has two separate tracks, and it matters which one applies to your order.
Track 1 — Statutory withdrawal (EU/EEA consumers). If you are a consumer in the EU/EEA, you have a 14-day right to withdraw from the contract without giving a reason. This right is given by law. It does not require our pre-approval, it is not conditioned on the hygiene standards in Section 3 except in the narrow cases the law permits, and it cannot be shortened or replaced by the commercial rules below.
Track 2 — Commercial returns. This track applies to U.S. customers and to any return that is not made under the statutory withdrawal right — for example, a change-of-mind return from an EU customer after the 14-day statutory window, where we choose to accept it. It also sets the operational rules (authorisation, condition, process) for returns we accept commercially.
Where the two tracks produce different outcomes, the statutory right controls. Nothing in Track 2 reduces a right you have under mandatory consumer law.
1. Statutory Withdrawal (EU/EEA Consumers)
The 14-day period runs from the day you physically receive the goods, not from the date the order is placed.
How to withdraw. You may use the electronic withdrawal function on the Site. From 19 June 2026, Article 11a of Directive 2011/83/EU (as amended by Directive (EU) 2023/2673) requires online traders selling to EU consumers to provide a prominently displayed, continuously available electronic withdrawal function for contracts that carry a statutory withdrawal right. The function on the Site is separate from a commercial return request. You may also withdraw by email to [email protected] with a clear statement that you are withdrawing. You do not need our pre-approval, and you do not need to give a reason.
Sending the goods back. After notifying us, you must send the goods back without undue delay and no later than 14 days from the date you communicated your withdrawal. You bear the direct cost of returning the goods, because this Policy informs you of that cost before purchase, as Article 14(1) permits.For pet products, return postage from the EU to the United States typically falls in the range stated at checkout or in the carrier quote you select; the actual cost depends on the service and the parcel’s dimensions.
What we refund. On a lawful withdrawal, we reimburse all payments received from you, including the standard outbound delivery cost, within 14 days of being informed of your decision. We may withhold reimbursement until we have received the goods back or you have provided evidence that you have sent them, whichever is earlier. Refunds are issued to the original payment method (iDEAL or BLIK).
DDP orders and the amount you paid. Where import duties or VAT were included in the amount you paid at checkout, that amount is a payment received from you, and it falls within the refund obligation above. Where duties or VAT were absorbed by us under DDP and did not appear as a separate charge in what you paid, they are a cost we incurred, not a payment received from you; they are not added to the refund, and they are not deducted from it either.
No extra charges. We do not impose a restocking fee, a return handling fee, or any other charge on a lawful statutory withdrawal beyond the direct cost of return postage that this Policy discloses.
2. Commercial Returns (Track 2)
2.1 Return windows
| Situation | Window | Return shipping |
|---|---|---|
| Damaged, defective, or incorrect item | 30 days from delivery | PetPurrlo (prepaid label where available) |
| Parcel confirmed lost or undeliverable by carrier | 30 days from carrier confirmation | PetPurrlo |
| Change of mind, wrong size/type, pet does not like the item | 14 days from delivery | Customer |
Commercial returns require pre-approval. Email [email protected] with your order number, product name/SKU, and reason. For damaged or incorrect items, attach photos. We respond within 24 hours on business days with a Return Authorization number and the return address. An unauthorised commercial return may be refused or delayed.
2.2 Cost allocation
Return due to our error (damaged, defective, incorrect item, or fulfilment error): we cover return shipping and refund the item price plus the standard outbound delivery cost. No deduction for the original outbound shipping fee.
Customer-reason commercial return:
- Return shipping is borne by you.
- Original outbound shipping fee is non-refundable. If the order qualified for free shipping at the $50.00** threshold and the **entire order** is returned for a customer reason, the standard **$6.99 outbound shipping cost we actually incurred is deducted.
- Import duties and VAT: where these were absorbed by PetPurrlo under DDP and did not appear as a separate charge in what you paid, they are not a payment received from you. For a commercial customer-reason return, non-recoverable import duties or VAT actually incurred may be deducted only where applicable law permits and the amount was disclosed before the return. Recoverability is limited: a non-EU merchant without a VAT registration in the destination country generally has no return on which to reclaim import VAT, and duty drawback requires an active filing tied to the original import entry, with jurisdiction-specific deadlines. If a recoverable amount is later refunded to us by a customs authority or carrier, we will pass it through to you.
Important: this deduction does not apply to a lawful statutory withdrawal under Section 1, to a return caused by our error, or where consumer law requires a full refund including outbound delivery. No restocking fee is charged on any commercial return.
3. Condition and Hygiene Standards for Pet Products
3.1 The narrow statutory exclusion
Under Article 16(e) of Directive 2011/83/EU, the statutory withdrawal right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, and have been unsealed after delivery. This is a narrow exclusion. It applies to a product only where the seal was intact at delivery and was broken afterwards, and only where genuine health or hygiene reasons make the goods non-resellable. It does not apply merely because a product is used in a pet’s environment, and it does not allow us to apply a general “used = non-returnable” rule to goods that were not sealed or whose seal was not broken.
For statutory withdrawal returns that fall outside Article 16(e), the only assessment we may make is whether the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning. You are not liable for diminished value where we failed to provide the required withdrawal information. The commercial hygiene standards in Section 3.2 do not override this statutory limit.
What this means in practice: opened pet food, treats, supplements, chews, cat litter, and opened grooming or dental products may be excluded from statutory withdrawal if they were sealed at delivery and the seal was broken. Used bedding that shows pet hair, dander, odour, or stains may be assessed for diminished value under the “necessary handling” standard, but the commercial “unused and original condition” rule in Section 3.2 does not apply to a statutory withdrawal. Used toys that have been bitten or damaged may be subject to a diminished-value assessment, but a toy that was inspected and found unsuitable without being used by the pet is not automatically excluded.
3.2 Commercial returns: condition standards
For commercial, customer-reason returns under Track 2, items must be returned unused and in a condition that allows resale. We cannot accept commercial returns for:
- Opened consumables: pet food, treats, supplements, or chews;
- Used hygiene products: cat litter, puppy pads, or training pads;
- Used bedding and apparel showing pet hair, dander, odour, or stains;
- Used toys and chews that have been bitten, damaged, or used by a pet;
- Opened grooming, dental, or care products.
Quality-related returns (defects or transit damage) are assessed individually and are not subject to the commercial hygiene restriction. They are also not subject to the statutory exclusion, because a defective product is not a product the consumer chose to return after unsealing a conforming item.
4. How to Initiate a Return
Statutory withdrawal (EU/EEA): use the electronic withdrawal function on the Site, or email [email protected] with a clear statement of withdrawal. No pre-approval is required.
Commercial return: email [email protected] with your order number, product name/SKU, and reason. For damaged or incorrect items, attach photos. We will respond with a Return Authorization number and the return address. Do not send a return to the sender’s address on the parcel; that address is the outbound origin, not the returns address.
Shipping the return: keep the tracking number and proof of postage. If you arranged the return shipping yourself, you are responsible for the parcel until it reaches us.
5. Refunds and Exchanges
Refund method: refunds go to the original payment method (iDEAL or BLIK). We cannot redirect to a different account.
Timing: statutory withdrawals are reimbursed within 14 days of being informed, subject to the withholding right in Section 1. Commercial returns are processed after inspection and can take up to 7 business days to appear on your account after initiation. This merchant-side timeline is separate from any timeline that applies between you and your payment service provider.
Exchanges: subject to availability. An exchange does not extend or restart a statutory withdrawal period.
Cancellation before dispatch: you may cancel before dispatch and receive a full refund. Once dispatched, the statutory withdrawal right (where applicable) or the commercial return process applies.
6. Special Situations
Lost parcels (carrier-confirmed): full refund or replacement.
Incorrect or incomplete address: if the address you provided is wrong or incomplete and the parcel is returned to us, you are responsible for redelivery costs; original shipping fees are not refunded in that scenario.
Return parcels lost in transit: where you arranged the return shipping, you are responsible until the parcel reaches us. Keep the tracking number; we will assist with a carrier inquiry but cannot refund a return that never arrives unless the carrier confirms loss and the loss is attributable to a carrier we selected.
Items not purchased from PetPurrlo: do not include them in a return. We will not forward them to a third party and may dispose of them after a reasonable holding period if unclaimed.
Refusal and failed clearance: if you refuse delivery of an order that conforms to the contract, or a parcel cannot be cleared because the destination customs authority requires documentation you have not provided, the order will be treated as a customer-reason return to the extent the law permits, and the deductions in Section 2.2 may apply.
7. Kentucky Disclosure
If you are a Kentucky consumer, Kentucky Civil Code § 1723 requires a seller whose return policy is anything less than a full refund for any reason to display that policy conspicuously before the purchase is completed — typically on or adjacent to the product page and during the checkout flow, in a manner reasonably calculated to be seen before payment is submitted.If a compliant disclosure is not made, Kentucky law gives the consumer a default right to return the goods for a full refund within 30 days of purchase on proof of purchase.We maintain the disclosure at checkout and on the product page so that this default does not arise; the windows in Section 2.1 operate on the basis that the required disclosure has been made. If you believe the disclosure was not shown to you, contact us.
8. Contact
DIAZ IRONCREST WHOLESALE LLC
1890 Star Shoot Pkwy, Lexington, KY 40509, United States
Email: [email protected] (Mon—Fri, 08:00—17:00 UTC−5)
Phone: +1 5026083295
Part number: 1528171