Refund policy
We have a 30-day return policy, which means you can request a return within 30 days of receiving the product.
A return requires that the product is in the same condition as when you received it, that it has not been used or worn, that its tags have not been removed, and that the product is in its original packaging. You will also need the receipt or proof of purchase.
You can start a return by sending us a message at support@petnestco.com. Please note that returns must be sent to the following address: [RETURN ADDRESS]
If the return is approved, we will send you a return shipping label as well as instructions on how and where to send the package. We do not accept items that are sent back to us without a return request.
Please contact us by sending a message to support@petnestco.com if you have any questions about returns.
Damage and issues
Please inspect your order upon receipt and contact us immediately if the product is defective, damaged, or incorrect, so that we can assess the issue and put it right.
Exceptions / non-returnable items
Some products cannot be returned. These include perishable goods (such as food, flowers, and plants), custom products (such as special orders or personalised items), and hygiene products (such as cosmetics). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about a specific product.
Unfortunately, sale items and gift cards cannot be returned.
Exchanges
The fastest way to get the product you want is to return the item you received and, once the return has been approved, purchase the new product.
European Union 14-day right of withdrawal
Provided the conditions mentioned above do not prevent it, you may cancel or return orders shipped to the European Union within 14 days for any reason and without explanation. Such a return requires that the product is in the same condition as when you received it, that it has not been used or worn, that its tags have not been removed, and that the product is in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once the return has been received and inspected. We will also let you know whether the refund has been approved. If the refund is approved, you will be reimbursed to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process the refund and deposit it into your account.
Please send us a message at support@petnestco.com if the refund has not been received within 15 business days of it being approved.
14-day right of withdrawal
As a consumer, you have a statutory right to cancel an order made in an online store within 14 days of receiving the product. You do not need to give a reason.
How to cancel an order
Notify us of the cancellation by email: support@petnestco.com. Please state your order number and which product the cancellation concerns.
You will receive return instructions and the return address from us.
Send the product back within 14 days of the cancellation notice.
Condition of the returned product
The returned product must be:
- unused, or handled only to the extent that would be possible in a shop,
- in its original packaging,
- in resalable condition.
A deduction may be made from the refunded amount for any diminished value of the product resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Return costs
The customer is responsible for the direct costs of the return, unless otherwise stated.
Refund of payment
We will refund the amount you paid within 14 days of receiving the return or proof that it has been sent. The refund will be made using the same payment method you used, unless otherwise agreed.
Defective or damaged product
If a product is faulty, defective, or arrives damaged, please contact support@petnestco.com as soon as possible. Please include a photo of the defect. You have a statutory right to a product free of defects — we will arrange a repair, replacement, or refund.
Complaints and disputes
If we are unable to reach an agreement, you may refer the matter to the Consumer Disputes Board (kuluttajariita.fi). Before doing so, please contact Consumer Advisory Services (kuluttajaneuvonta.fi).
PetNestCo
Contact: support@petnestco.com