Return & Refund policy

1. Your Right of Withdrawal (EU 14-Day “Cooling-Off” Period)

If you purchase as a consumer, you have the right to cancel and return your order within 14 days of receiving your goods, for any reason and without justification.

  • To exercise this right, notify us at info@petsquadbxl.com within 14 days of delivery.
  • You then have another 14 days to return the goods.
  • Goods must be unused, in original condition, with tags, and in their original packaging.
  • Include a receipt or proof of purchase.
  • We will refund all payments received from you, including standard delivery costs (if returned order in full), within 14 days of receiving the returned items or proof of return.
  • Return shipping costs are borne by you, unless the item is faulty or we made a mistake.

2. Return Policy (PET SQUAD BXL 30-Day Returns)

In addition to your statutory rights, we offer a 30-day return period:

  • You have 30 days after receiving your order to request a return for eligible products.
  • Items must be in the same condition as received: unused, unworn, with tags, and in original packaging.

3. How to Initiate a Return

To start a return, email us at info@petsquadbxl.com.
Please provide your order number and a description or photo if the item was damaged, defective, or incorrect.

If your return is eligible:

  • We will provide a return shipping label and further instructions.
  • Items returned without prior approval will not be accepted.

4. Exceptions & Non-Returnable Items

Certain items cannot be returned or changed unless faulty, damaged, or incorrectly supplied:

  • Perishable goods (e.g., food, flowers, or plants)
  • Custom or personalized items
  • Personal care goods (e.g., grooming or beauty products)
  • Hazardous materials or flammable items

If unsure about eligibility, contact us before returning.

5. Damaged, Faulty, or Incorrect Items

Please inspect your order immediately upon delivery.
If you believe your item is defective, damaged, or incorrect:

  • Contact us at info@petsquadbxl.com as soon as possible
  • Provide your order details (and photos if possible)
  • We’ll arrange a replacement, refund, or repair at no cost to you, as per your legal rights

6. Exchanges

For exchanges, return the original item according to this policy. Place a new order for the item you want.

7. Refunds

Once your return is received and inspected, we’ll notify you if your refund is approved.
If approved, your payment will be refunded to your original payment method within 10 business days.
Additional processing by your bank or card company may take several days.
If you have not received your refund 15 business days after approval, please contact us at info@petsquadbxl.com.

8. Contact & Additional Rights

Your rights under Belgian and EU law are fully respected and unaffected by this policy.
Questions? Need help? Contact us at info@petsquadbxl.com.
Consumers may submit complaints to the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/odr
or to the Belgian consumer authority.