1. Your legal right of withdrawal (14 days)

Under article L221-18 of the French Consumer Code, you have 14 calendar days from the day you (or a third party you designate) physically receive your order to withdraw, without giving any reason and without penalty.

To exercise this right, notify us before the 14 days expire by either:

You do not need to keep the item unused or in its original packaging. You may handle and inspect the product as you would in a shop. We may only reduce your refund if the product's value has been diminished by handling that goes beyond establishing its nature, characteristics and proper functioning.

We will confirm the return address when you contact us. Return the item within 14 days of notifying us. Return shipping is at your expense for a withdrawal, except where the item is defective, damaged or incorrect — in that case we cover it.

Refund: we reimburse the full amount, including standard outbound delivery costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the item back or you provide proof of dispatch, whichever is earlier. The refund is made using the same payment method you used.

Exceptions (article L221-28): the right of withdrawal does not apply to sealed hygiene products that have been unsealed after delivery, nor to goods liable to deteriorate rapidly. Long-shelf-life pet food and treats are returnable if unopened.

2. Our commercial return offer (30 days)

Beyond the legal 14 days, we offer a 30-day return window from delivery as a commercial gesture. For this extended period, the item must be unused and in resaleable condition. Return shipping is at your expense. This offer does not affect or limit your legal rights above.

3. How to start a return

Email animauxdirect@gmail.com or call +33 6 15 15 45 25 with your order number and the item concerned. We reply within 48 business hours with the return address and procedure. Please do not send an item back before contacting us.

4. Legal guarantees (always apply)

Independently of the above, you benefit from two legal guarantees that cannot be excluded:

  • Legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code) — 2 years from delivery. If the product does not conform to what was described, you may request repair or replacement free of charge, and a refund if neither is possible. During the first 24 months you do not have to prove the defect existed at delivery.
  • Guarantee against hidden defects (articles 1641 et seq. of the French Civil Code) — 2 years from discovery of the defect, allowing a full or partial refund.

To invoke either, contact us at animauxdirect@gmail.com.

5. Mediation

Where a dispute remains unresolved after a written complaint to us, you have the right to refer the matter free of charge to an approved consumer mediator. See our Legal Notice.

6. Contact

animauxdirect@gmail.com · +33 6 15 15 45 25
Monday to Friday, 9:00–18:00 (CET). Response within 48 business hours.