Returns & Refunds
This Return and Refund Policy applies to purchases made through www.pelcare.nl.
This website is operated by SA Brand House B.V.
1. Right of Withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days after receiving your order, without giving any reason.
To exercise your right of withdrawal, you must inform us clearly by email before the 14-day withdrawal period expires.
You can contact us at:
Please include your order number, full name and the product or products you wish to return.
2. Return Conditions
Products can only be returned if they are:
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unused;
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unopened;
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undamaged;
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in their original packaging;
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returned with all included items, if applicable;
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accompanied by the original invoice or proof of purchase.
For hygiene and safety reasons, skincare and cosmetic products that have been opened, used, unsealed or damaged after delivery cannot be returned, unless the product is defective or incorrectly delivered.
Products that are not in a condition suitable for return will not be accepted. In such cases, the product may be sent back to the customer.
3. Return Period
After informing us that you wish to return a product, you must send the product back within 14 days.
We recommend using a trackable shipping service, as the customer is responsible for the return shipment until it reaches us.
4. Refunds
Once we receive and inspect the returned product, we will inform you whether the return has been accepted.
If the return is accepted, we will refund the eligible amount using the original payment method, unless otherwise agreed.
We may withhold the refund until we have received the returned product or until you provide proof that the product has been shipped back.
Original shipping costs may be refunded only where required by applicable law. Return shipping costs are the responsibility of the customer, unless the product is defective or we delivered the wrong product.
5. Exchanges and Store Credit
If you prefer, you may request an exchange or store credit instead of a refund, subject to product availability and approval.
If the replacement product has a higher value than the returned product, the customer must pay the price difference and any applicable shipping costs before the replacement product is shipped.
If the replacement product has a lower value, we may provide store credit or refund the difference, depending on the situation and applicable law.
6. Damaged, Incorrect or Defective Products
If you receive a damaged, incorrect or defective product, please contact us as soon as possible after delivery.
Please email us at info@pelcare.nl and include:
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your order number;
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a clear description of the issue;
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photos of the product;
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photos of the packaging, if relevant.
If the issue is confirmed, we may offer a replacement, refund or another suitable solution.
7. Sale Items and Promotional Products
Sale items, promotional products, gifts and samples may be subject to specific return conditions.
Free gifts and samples cannot be exchanged for cash.
This does not affect your legal rights in case of defective or incorrectly delivered products.
8. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at info@pelcare.nl.
Orders can only be cancelled if they have not yet been processed or shipped.
If your order has already been shipped, you may still be able to return the product after delivery in accordance with this Return and Refund Policy.
9. Return Address
Please do not send products back without contacting us first.
After your return request is approved, we will provide the correct return instructions and return address.
10. Contact
If you have any questions about returns, refunds or exchanges, please contact us:
SA Brand House B.V.
Email: info@pelcare.nl
Website: www.pelcare.nl