Refund policy

Return and Refund Policy

Right of withdrawal

As a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.

For purchases of goods, this period expires 14 days after the day on which you receive the order.

If you wish to exercise your right of withdrawal, inform us clearly within the withdrawal period at:

wolfcare@primalwolf.shop

You do not have to provide a reason for your withdrawal.

Returning goods

After informing us that you wish to withdraw from the contract, you have a further 14 days to return the goods.

Return address:

Primal Wolf
Chicagostraat 65
2548 JJ Den Haag
The Netherlands

The direct costs of returning goods in the case of a standard withdrawal are borne by the customer.

We recommend keeping proof of shipment until the return has been fully processed.

Condition of the product

During the withdrawal period, you may handle and inspect a product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as you would reasonably be able to do in a physical store.

If the product has been handled or used beyond what is necessary for this purpose, we may deduct an amount for any resulting loss in value to the extent permitted by law.

Sealed products

For certain sealed products, the statutory right of withdrawal may cease to apply once the seal has been broken after delivery, where the product is not suitable for return for reasons of health protection or hygiene.

This applies only where the relevant statutory exception actually applies to the product concerned.

Damaged, defective or incorrect products

If you have received a damaged, defective or incorrect product, please contact us as soon as possible at:

wolfcare@primalwolf.shop

Please include your order number and, where possible, photographs.

If a product does not conform to the contract, your statutory consumer rights apply. Any necessary costs of providing an appropriate remedy will not be borne by you.

Refunds following withdrawal

If you validly withdraw from the entire order, we will refund all payments received from you, including the cost of our least expensive standard delivery option.

Any additional costs resulting from your choice of a more expensive delivery method than our standard delivery option do not have to be refunded.

If only part of an order is returned, the original delivery costs are not refunded.

We will make the refund no later than 14 days after receiving your notice of withdrawal.

We may withhold the refund until we have received the returned goods or until you have provided evidence that you have sent them back, whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless otherwise agreed with you.

Contact

For questions about withdrawal, returns or refunds, please contact:

wolfcare@primalwolf.shop