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
Zeker weten, hier is de vertaling van de tekst naar het Engels:
Returning Items
You have 30 days to return a product without giving a reason. The cooling-off period starts when you receive the product. Please note that the return shipping costs are your responsibility.
During this 30-day period, you can return your order unused, undamaged, and complete in the original packaging. Of course, you can try on the product as you would in a physical store. After trying it on, make sure you return the product clean, completely undamaged, and in the original packaging. Sealed products cannot be returned after the seal has been broken. The shipping costs for a return shipment are the responsibility of the consumer.
The rules regarding a number of cases in which returns cannot be accepted:
- Returns after the 30-day cooling-off period.
- Damaged products.
- Used products (soiled, dirty, or smelly products, etc.).
- Activated cooling products.
- Missing parts.
- The labels or tags with the item number must not have been removed.
- Custom-made products.
- Also, some products cannot be returned for hygienic reasons if the packaging has been opened: for example, litter boxes, scratching posts, the Litter Kwitter, towels, bathrobes, and the like can only be returned in the original and unopened packaging. If in doubt, please contact us first.
- Insufficient postage.
Registering a Return Online
To register a return online, you need an account. Don't have an account yet? Create an account here. Use the same email address as in your order to link the order to your account.
In the order overview, click 'view' next to the order you want to return something from. You will then see the complete order. At the bottom right, click 'Return Items'.
On the next screen, you can set up the return. The first step is to indicate which products are being returned. This is done by indicating the quantity in the drop-down menu. Leave products that you are not returning at 0.
In the next step, you indicate the reason for the return.
Finally, you can provide additional information under "comment".
Have you filled in everything? Then click "submit".
The return will then be automatically registered with us and you can immediately pack the products and send them to us.
Please note that no confirmation will be sent after registering a return. Any comments will be read as soon as the products have been received back in the warehouse. If you have urgent questions, please send them to us by email.
Important: include the packing slip so we know who the return is from. A piece of paper with your name and order number is also sufficient. The return shipping costs are your responsibility.
Send the package to our warehouse:
Petsonline Handelsstraat 40 9501 EV Stadskanaal
Please note that no confirmation will be sent after registering a return.
After receipt and processing of the return, you will be informed by email.
Refund after processing the return takes an average of 5 working days.
Returning Part of Your Order?
If the final order amount, after deducting the returned items, is not (or no longer) eligible for free shipping, regular shipping costs will be charged. These will be deducted from the credit for the returned goods.