Returns

Sustainable Return Policy with a Touch of Humor

At DRD Knaagdierwinkel®, we are aware of our responsibility to make a positive contribution and get better every day. Our sustainable return policy is an important part of this journey. Therefore, we do our best to minimize returns. We provide clear product photos and descriptions so you know exactly what you're getting. Prevention is better than returns, as we always say!

Thinking Time - How long do I have to send something back?

The withdrawal period starts the day after delivery. You have 14 days to withdraw from your order. The costs for returning the items are always at your own expense.

1. You return the package to us: The return costs are at your expense. Once the package arrives back with us, the returned items will be credited along with the shipping costs for the initial delivery.

2. You refuse the order at the door or don’t pick it up at a pickup point: The return costs are at your expense. In this case, the returned items will be credited. The return costs will be offset against the shipping costs for the initial delivery.

3. Wrong address entered, package returned: The return costs are at your expense. In this case, the returned items will be credited. The return costs will be offset against the shipping costs for the initial delivery. The order must be placed again with the correct address.

Unfortunately, glass products and live items like plants cannot be returned.

What do I have to do to return products?

As mentioned in our fine print, you have the right to cancel your order within 14 days of receiving the products. Here's the scoop on the cancellation process and the conditions that apply:

1. Fill out the cancellation form in all its glory or include the packing slip in your return package.

Can't open the cancellation form?

To open your invoice, we recommend using Acrobat Reader. Don't have it? Hop on over to http://get.adobe.com/nl/reader/ to grab the latest version for free. Get that paperwork party started!

The returned products should be reasonably intact, clean, and without any signs of use, packed in their original packaging (unharmed, of course) and complete with all the documentation and accessories that came with it. If the returned products fail to meet these criteria, DRD Knaagdierwinkel® may deduct a reasonable compensation from the refund amount to cover the costs of making the returned product sellable again (repackaging, adding missing parts, you know the drill).

If you've followed the above instructions (high-five!), we'll hustle and bustle to refund the moolah you paid as soon as possible, but no later than 14 days after receiving the returned goods. When sending back the package, please include your bank or giro account number and the name of the account holder. We'll refund the purchase amount, including the shipping costs** of the initial delivery. The return shipping costs are on you, mate.

**Applies to returning the entire order.

What happens if your package cannot be delivered or is refused?

If your package cannot be delivered, it will be taken to a pickup point. If you don’t collect it there, we unfortunately have to charge return costs. These costs are equal to the shipping costs for the initial delivery.

Did you accidentally provide an incorrect address? In that case, the return costs will also be charged. Once the package is back with us, your order will be (partially) canceled.

If you choose to refuse the package at the door, the same applies: the order will be canceled once the package is returned to us, and the return costs will be charged.

Tip: Download the PostNL app to stay informed about the status of your package. PostNL no longer leaves notes in your mailbox but communicates exclusively via the app. This way, you’ll always know where your package is and can pick it up on time!

We advise you to carefully fill in your address details and collect your package on time at the pickup point to avoid unnecessary costs.

Excluded from Cancellation

Some things in life are just not meant to be undone, ya know? The following products are non-returnable:

• Plants (Sorry, no green thumb refunds here)
• Terrariums (Once you buy it, you're stuck with it!)

How quickly will I get my money back?

If there's a credit balance after processing your return, we'll shoot you a message. Our goal is to bounce that money back into your account within 14 days. No need to hold your breath,