Shipping & Returns

Shipping

Netherlands

Petsonline ships free within the Netherlands for orders over € 59.

For shipping orders under € 59 we charge € 4.95 shipping costs. Your order will be shipped with GLS as a package, you will automatically receive a Track & Trace code once the parcel has been delivered to GLS by us.

Belgium

Petsonline ships free to Belgium for orders over € 59.

For shipping of orders under € 59 we charge € 5,95 the shipping costs. Your order will be shipped as a parcel via GLS, you will automatically receive a Track & Trace code once the parcel is delivered to GLS by us

Other countries

Europe : we ship to all countries in Europe. The shippingcosts can be calculated in the shopping cart where the actual shipping options will be shown on the basis of your order and the delivery address.

Returning items

In accordance with our terms and conditions, you can return a product within 30 days without giving any reasons (Article 6 and 7), this is done at your own expense. We will refund you within 14 days.

The withdrawal period starts at the moment you receive the product.

During this period of 30 days you can return your order unused, undamaged and completely in its original packaging. Of course you can try the product as you would in a physical store. After fitting, ensure that the product is returned clean, completely undamaged in its original packaging. Sealed products can not be returned after the seal has been broken. The shipping costs for a return shipment are for the account of the consumer.

In the following cases. we cannot accept a return:

Returns after the withdrawal period of 30 days.
Damaged products.
Used products (dirty, dirty or smelly products, etc.).
Incomplete products with missing parts.
The labels or cards with the item number may not have been removed.
Tailor-made products. Some products can not be returned from a hygienic point of view when the package is opened: for example, cat litter boxes, scratching posts, the Litter Kwitter, towels, bathrobes and the like can only be returned in their original and unopened packaging. If in doubt, please contact us first.
Without sufficient postage.

To register a return online, you need an account. Haven't created an account yet?

Create an account quickly here

Use the same email address as in your order to link the order to your account.

In the order overview click on 'view' next to the order for which you want to return something.

You will then see the complete order. Click on 'Return items' at the bottom right

In the next screen you can set up the return shipment. The first step is to indicate which products will be returned. This is done by indicating the quantity in the drop-down menu. Leave products that you do not return at 0.

In the next step you indicate the reason for the return.
Finally, you can provide additional information under "reaction".

Filled in everything? Then click on “send”.

Final steps: pack the return carefully.

Important: Include the packing slip so that we know who the return shipment comes from.

A piece of paper with your name and order number will also suffice.

Send the package to our warehouse:

Petsonline
Handelsstraat 40
9501 EV Stadskanaal

Reimbursement after handling the return shipment takes an average of 5 working days.

Do you return a part of your order ?

If the final order amount, after the credit for the returned goods, does not qualify (any more) for free shipment, normal shipment costs will be added to your invoice. These will be deducted from the credit for the returned goods.