Refund policy

Right of Withdrawal & 90-Day Money-Back Guarantee

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, take possession of the goods.

To exercise your right of withdrawal, you must inform us (SanftHalo, email: excelya812@gmail.com) of your decision to withdraw from this contract by means of a clear statement (e.g. by email). You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient that you send your notice of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and no later than fourteen days from the day we receive your notice of withdrawal. We will use the same means of payment you used for the original transaction. We may withhold the reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return the goods to us without undue delay and in any event no later than fourteen days from the day you notify us of your withdrawal. We will send you the return address by email. The deadline is met if you send the goods before the fourteen-day period has expired. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form

(If you wish to withdraw from the contract, please fill in this form and send it back to us.)
To: SanftHalo, email: excelya812@gmail.com
I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name of consumer(s): ______
Address of consumer(s): ______
Date: ______

Voluntary 90-day money-back guarantee

In addition to your statutory right of withdrawal and your statutory warranty rights, we offer a voluntary satisfaction guarantee.

90-day money-back guarantee: If SanftHalo doesn't help your dog or you're not satisfied, write to us within 90 days of receipt with your order number – you'll get your money back or a replacement if you prefer.

For this guarantee you do not need to return the product. A short message to excelya812@gmail.com with your order number is enough. The refund is made to the payment method you used for the purchase, usually within 5–10 business days.

• Guarantee (90 days): voluntary, no return of the goods required – money back or replacement.
• Statutory right of withdrawal (14 days): applies independently; here you must return the goods to us as described above and bear the direct cost of the return.

Your statutory rights, in particular the right of withdrawal and warranty rights, remain unaffected by this guarantee.

Defective or damaged goods

If your goods arrive damaged or defective, please contact us within 14 days of receipt if possible, with photos and your order number. We will send you a free replacement or refund the purchase price. Your statutory warranty rights remain unaffected.