(UK see below)
We are sorry to hear that your product is not to your liking and you would like to return it. Below is a step-by-step guide to requesting a return. Before you do, please take a look at our checklist to make sure your request meets all the requirements for a return:
- Request the return within 14 days of receipt;
- The product has not been used, the product will be returned in new condition;
- The product can be packed in its original packaging; do you no longer have it? Then you may use other packaging. Please note: you are responsible for packing your product properly and safely. We may charge you for any damage;
- You will need your order number and tracking number of your original order, to request a return.
Returns portal
To request a return, please use our convenient returns portal: https://innopetnl.shipping-portal.com/rp/
Click on this link and fill in the necessary details to request your return. Go through the steps in the process. When requesting a return, you can indicate whether you want a refund, an exchange or a gift voucher.
Return costs
The return costs* will be charged to the customer. You can pay these directly while going through the process at our returns portal.
Parcel packaging
Make sure you carefully and neatly pack your product, preferably in the original packaging. Do you no longer have it? Then you may use other packaging. Please note that we are not responsible for any damage caused during transport. We reserve the right to charge the depreciation to the customer.
Make sure you place your return label OVER the old return label!!
Send return
Offer the return to your chosen parcel point. This can be DPD, DHL or PostNL. Do this within 14 days after we have approved the return or you will lose your right to return.
Return received by us
As soon as we receive your package, we will assess it. We have a maximum of 10 business days to do this. Is everything in order? Then we will carry out the refund you specified (exchange, money back or gift voucher).
Is the package not approved? Then our customer service team will contact you to discuss this. We reserve the right to charge the depreciation to the customer. Make sure the product is carefully packed!
I case you need help with your return, please don't hesitate to contact our customer service!
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UK
- Please contact customer service at support@innopet.nl
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Our customer service team will assess whether the return is within the return period, and, if approved, we will send you return instructions.
- Take the product to a parcel point within 14 days after the return is approved.
- Warehouse staff will check the condition of the returned product.** They have 10 working days to process a return once it is received at the Swindon warehouse.
- Once the return has been processed, you will receive the purchase amount back into your account.
*Return costs vary by country and carrier.
**InnoPet is NOT responsible for careless packaging and damage during transport. If the product is returned damaged, we will charge the amount of the depreciation.