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Returns and complaints
We believe in the high quality of our products and hope that you will be completely satisfied with them. However, if something goes wrong and you need to make a complaint or return the goods, do not hesitate to contact us. We are here for you and will be happy to help you with this. Your satisfaction is our top priority!
How to return goods purchased in the e-shop?
How much time do I have to return the goods?
You can return goods purchased through our e-shop www.woofney.cz/en within 14 days. For Woofney Max members, the period is extended to 30 days. When purchasing the service "Option to return goods within 60 days" or "Option to return goods within 90 days", you have the option to return goods within an extended period according to the terms of the service.
How can I return the goods?
Fill out the Withdrawal from the purchase contract form and send it to us electronically to the e-mail info@woofney.cz or by post/courier together with the goods to the address Aylindo s.r.o., Areál PAI, Lidická 207, Beroun, 266 01, Czech Republic. You have 14 days from the date of receipt of the shipment to withdraw from the contract. If you will send the goods by courier, please provide the phone number +420704155996.
What condition should the returned goods be in?
In complete and undamaged condition, the goods must be new so that they can make another buyer happy. Without cracks, abrasions and dirt, including undamaged box packaging if it was part of the goods.
What if the goods do not meet the return conditions?
If the goods are not shipped in the condition described above, the goods will be considered damaged. Damage to the goods will be compensated by a reduction in the returned purchase price.
Who pays the costs of returning the goods?
The costs associated with returning the goods are borne by the buyer.
If I return the goods, when will I get my money back?
We will refund your money to the account specified in the form within 14 days after receiving the returned goods and complying with the conditions for returning goods.
I received a gift with the goods. What should I do with it?
If you received a gift with your purchase, you are obliged to return it when withdrawing from the purchase contract. If you do not return the gift together with the goods, the value of the gift will be reduced from the payment we will refund to you.
In what cases can I not return goods?
According to the Civil Code, a purchase contract cannot be withdrawn in the following cases:
- if the goods have been modified according to the buyer's wishes;
- for goods that are subject to rapid deterioration;
- for goods that have been irretrievably mixed with other goods after delivery (e.g. if you buy 1 kg of granules and add it to 1 kg of granules purchased earlier);
- for goods in sealed packaging that the consumer has removed from the packaging and cannot be returned for hygiene reasons (granules, canned goods, treats and goods that are the subject of goods specified in the Act on Medicinal Products);
- for veterinary medicinal products. A veterinary medicinal product is any substance or combination of substances intended to treat or prevent disease in animals. What can be classified as medicinal products is defined by Decree No. 228/2008 Coll., on registration. These products include, for example, antiparasitics.
How to complain about purchased goods?
If the purchased goods are defective, do not meet the properties described in the product description or are damaged, you have the right to make a complaint. The conditions of the complaint are described in the Terms and Conditions in paragraph 7. Rights from defective performance.
When can I make a complaint?
The complaint must be made no later than 24 months from the date of receipt. The complaint must be filed immediately to prevent the defect from spreading and, as a result, the complaint being rejected.
What does the complaint not apply to?
- to goods that have a minimum durability date;
- to goods that are sold at a reduced price due to a previously notified defect with which the buyer knowingly purchased it;
- to wear and tear of the goods caused by their usual use;
- to goods sold as used;
- to mechanical damage to the goods.
Is it necessary to provide a receipt or invoice?
Yes, the goods cannot be complained about without a document.
How can I complain about the goods?
Fill out the Claim Form and send it, together with the goods, a copy of the invoice, your return address and, if applicable, your bank account number in case of a refund, to Aylindo s.r.o., Areál PAI, Lidická 207, Beroun, 266 01, Czech republic.
When will I receive confirmation of receipt of the complaint?
Within 3 days of receiving the claimed goods, we will notify you that we have accepted the claim for processing.
What is the deadline for processing a complaint?
The complaint will be handled no later than 30 days from the date of the complaint.