Right of withdrawal
Terms and Conditions of Sale
The online customer acting as a consumer is granted the right to withdraw from the contract, as provided for by articles 52 et seq. of Legislative Decree no. 206/2005 (Consumer Code).
The right of withdrawal is reserved and recognized only to natural persons, i.e. to the “private” Consumer who acts for personal purposes and outside of his/her profession.
The right of withdrawal is not recognized by current legislation for legal and natural persons who act, in reference to the purchase contract, for purposes related to professional, entrepreneurial, commercial and artisanal activity.
Pursuant to and within the limits of art. 64 of the Consumer Code, the Consumer has the right, within 14 calendar days (including public holidays e.g. Sunday) from receipt of the purchased products, to exercise the right of withdrawal, consisting in the possibility of returning the products received and obtaining a refund of the price paid, without penalty and without the need to specify the reason.
This right applies to all products purchased online on this site, with the express exclusion of the following products and services:
- Perishable products (e.g. dry and wet pet food);
- Products with an expiry date (e.g. Pet Food, Medicated Products, Antiparasitics);
- Sealed products (Products that are delivered sealed and opened after delivery cannot be returned in order to safeguard the integrity of the product, comply with health and hygiene regulations and the safety and/or health of customers).
For the products listed above, the right of withdrawal is expressly excluded by the Consumer Code.
The postal costs for returning the products subject to withdrawal shall be borne by the Consumer.
The right of withdrawal lapses entirely if the returned product is not intact, for example due to the absence of integral elements of the product (accessories, instruction manuals, original packaging, etc.) or if the product has suffered damage for reasons not attributable to the transport of the product from the Seller to the Consumer, not previously reported.
Without limitation of the right of withdrawal, upon delivery of the product, the Consumer, who has reason to believe that the product itself has been damaged during transport, must refuse delivery or accept it with express reservation.
Each collection of intact packages must be made by the customer by adding the wording "INTEGRAL PACKAGE, COLLECTION WITH RESERVATION OF CONTENT CHECK" on the accompanying document (art. 1698 Civil Code). Any anomaly must then be communicated within eight days by registered letter with return receipt to the following address:
PARTENOPET SRLS
V PISCIARELLI TRAVERSE N. 24
80078, POZZUOLI, NA, IT
Exercising the right of withdrawal
To exercise the right of withdrawal, it is necessary to send, within 14 calendar days (including holidays and pre-holidays e.g. Sunday) from receipt of the purchased product, a communication in which the intention to withdraw from the purchase contract is clearly expressed.
This communication must be sent, by registered letter with acknowledgement of receipt, to the following address:
PARTENOPET SRLS
CROSS V PISCIARELLI 24
80078, Pozzuoli, NA, IT
The Consumer must then arrange, using a shipping service of his/her choice, for the shipment of the product (in the original packaging and, in any case, always carefully packaged) complete with all accessories, instruction manuals and everything originally contained.
The Consumer must ship the product to be returned within ten days from the date of sending the communication of exercise of the right of withdrawal.
Important Notes
The transport costs for the return of the products subject to withdrawal are borne by the Consumer.
The Consumer assumes exclusive responsibility for the transport/return of the product.
It is therefore advisable to insure the product with the chosen courier, taking care to carefully package the goods, where possible by placing the original packaging in an external box and, in any case, avoiding damaging the product with adhesive tapes, labels, etc. The product must be returned intact and complete with all its parts and accessories, including any guarantees, instructions, licenses, cables, etc. In the event of transport damage occurring during the return, the Seller will communicate the damage to the consumer within five working days of receiving the product, allowing the consumer to file a complaint with the courier used for transport. The damaged goods will be made available for return and the request for withdrawal will be simultaneously cancelled.
Except as provided below for the case of partial withdrawal, the Seller will refund, within 14 days from the moment in which the Seller becomes aware of the exercise of the right of withdrawal, the entire amount of the purchase and the transport costs for delivery, through a credit card reversal procedure or by bank transfer to the current account indicated by the consumer; the latter will be responsible for the transport costs for the return of the product.
If the withdrawal is partial (i.e. it concerns only a part of the products delivered with a single shipment/delivery), the reimbursement of the shipping costs incurred by the Consumer for the delivery of the products at the time of purchase is excluded.
As regards online purchases with collection at a Seller's point of sale , the right of withdrawal is not applicable to the purchase contract that has not been perfected remotely.
Order Cancellation Request
The purchase order can be cancelled in full if, at the time of the cancellation request, the shipment of the product is still being prepared and, in any case, if the amount has not yet been collected; in this case, no cost will be charged to the customer.
If at the time of the request to cancel the purchase order the product has already been entrusted to the courier or, in any case, the amount has been collected, the Consumer must exercise the right of withdrawal and return the purchased products to the Seller.
