Exchanges - Returns Policy

The return of the product is done in the way indicated by our company and the cost is borne by the customer.

The customer can request withdrawal within 14 calendar days from the date of receipt of the order but must have informed the eshop to exercise his right. If the product is healthy and the right of withdrawal has been declared, the customer can make a new purchase of equal or greater value.

CHANGES PROCEDURE

The products you have purchased through www.pet-astero.gr can be changed in our physical store within 14 days from the date of receipt, provided that you always have with you the legal document (receipt) that has been sent to you.

Alternatively you can initiate a change via email by following the procedure below:

  1. you should find the products you want to make the change with from our page www.pet-astero.gr . You can choose products of equal or greater value than the product to be exchanged.
  2. inform us by mail at info@pet-astero.gr which products you want so that we can reserve them, and we inform you of the transport cost of change as well as any difference in the values ​​of the products.
  3. you send us back the product you want to exchange by ELTA COURIER or GENERAL POST and charge ours (recipient),
  4. after we receive the package, and make sure that the product is not damaged and is in the condition it was sent to you, we send you the new products.

Please, in order to avoid mistakes: in cases of product changes, always send an email to

info@pet-astero.gr , which will be forwarded to the corresponding department.

We remind you that underwear, sanitary belts and wearable diapers are not changed for hygiene reasons.

No discount codes or coupons apply to change procedures.

RETURN TERMS

The following conditions must be met in their entirety in order for the return of the order to be accepted:

  • RETURNS WITHOUT NOTIFYING THE STORE WILL NOT BE ACCEPTED.
  • We send you your changes after we have received the product you want to return and we have ensured that it is in a state of change and has no damage.
  • The return or exchange request must not exceed 14 days from the date of delivery based on the receipt documents.
  • For returns that exceed the 14-day period, Petastero reserves the right not to accept the product change.
  • All returned items must be received by us in the original condition you received them, with no signs of wear or use. In case of opened or torn packaging, the product will not be changed.
  • Transportation costs are not returned.
  • Food, delicacies, hygiene items such as e.g. dog underwear, harness for male dogs and wearable diapers are not changed.

If the product does not meet the above conditions, it will be returned to the sender at your expense.

In case the full or partial amount is returned to your card, Vivawallet keeps a commission ranging from €0.10 to €0.55

Incorrect order execution: In case the wrong product is sent, the product is returned and the customer can request either a refund of its value or resending of the correct product. The product must be in perfect condition, in its packaging and without the special markings removed. In the event that a product is not shipped by mistake, the value of the product will be refunded within 10 calendar days. In this case the cost is not borne by the customer.

Thank you very much for taking the time to read about our return policy.