Refund policy

Returns and Refund Policy (English)

Last updated: October 6, 2025

At NutripetPlan, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, you may exercise your right of withdrawal or request a return under the conditions outlined below.

1. Right of Withdrawal

In accordance with Directive 2011/83/EU and Portuguese Decree-Law No. 24/2014, customers have the right to withdraw from their purchase within 14 calendar days from the date they received the goods, without providing any reason.

To exercise this right, please contact our Customer Support at help@nutripetplan.com, including your order number and, optionally, the reason for the return.

2. Return Conditions

We only accept returns of products that:

  • have not been used and show no signs of wear;

  • are in their original packaging, in perfect condition;

  • include all original accessories and documentation.

Note:
If the return is not due to an error by NutripetPlan (e.g. change of mind, incorrect product choice, size, or quantity), a fixed return fee of €4 will apply to cover administrative and logistics costs.
This amount will be deducted from your refund.

3. Return Procedure

Once your return request is received, NutripetPlan will arrange pickup of the product via our partner carrier at the address you provide.

  • The customer must ensure that the product is properly packaged and ready for pickup on the agreed date.

  • Return shipping costs are borne by the customer, unless the return is due to a defective product or an error by NutripetPlan.

  • Customers should not ship the product themselves, unless explicitly authorised by NutripetPlan.

  • The return will only be considered complete once the product has been received and inspected at NutripetPlan’s warehouse.

4. Refunds

After the product is received and inspected, NutripetPlan will process the refund within a maximum of 14 business days from the date of arrival at the warehouse.

  • Refunds will be issued using the same payment method as the original order, unless otherwise agreed.

  • For returns not attributable to NutripetPlan, the €4 return fee will be deducted from the refund.

  • For defective or incorrect products, a full refund will be issued at no cost to the customer.

5. Non-Returnable Products

For legal and hygiene reasons, the following items cannot be returned:

  • Custom-made or personalised products;

  • Perishable goods (such as food or supplements) if the packaging has been opened;

  • Pet hygiene products that show signs of use.

6. Warranty and Complaints

If a product has a manufacturing defect, the customer is entitled to a replacement or full refund at no additional cost.

Complaints must be reported to NutripetPlan within 14 days of discovering the defect, by contacting help@nutripetplan.com.

7. Contact for Returns

Email: help@nutripetplan.com
Customer Support: Monday to Friday, 9 a.m. – 6 p.m.

Thank you for trusting NutripetPlan.
We are committed to providing you with the best possible shopping experience and customer care.