Return items & complaints

Of course, sometimes things can go wrong. There are various reasons for returning items or complaints. The tone makes the music! ? Please don't forget that we - and the product manufacturers - are only human. We always try our best to make you happy with our packages.

If something does not work as it should, please always contact us by e-mail at [email protected].

No calls or voicemails please. It is easier for us if we have your problem in writing.

Damage to property on arrival of the order

If products are damaged, please send us an e-mail to [email protected] send us a photo of it and notify us of the return. We would like to replace the product for you in the case of stock items. If the item is no longer available, we will find a solution. This could be a refund or a voucher.

Wrong article received

Ooops..., that can happen. Please remember that behind every parcel is a person who lovingly prepares your order for you. Mistakes happen. Let us know (in any case, so that we can also check the warehouse) and we will send you the correct item.

Ordered incorrectly? How to avoid mishaps!

For safety reasons, we are unfortunately unable to accept returns of incorrectly ordered food. Therefore, please make sure you order the correct size - whether bag, can or tetra - so that everything fits. Thank you for your understanding!

Incorrect number of items received

We pack every product ourselves. So it can sometimes happen that we miscount. Simply send an e-mail to [email protected] with the corresponding order number and article number or the exact article description. Even if we deliver a little too much, we would be happy to receive a brief response so that we can check the stock. Don't worry - there are no costs for you ?

Please check your order for completeness within 2 weeks of the order date. Complaints made at a later date cannot be considered.

Feed item is no longer good

The food you ordered smells funny and your pet immediately turns away from it? Does it seem «over»? Unfortunately, this can also happen. Simply send a short e-mail to [email protected] with a photo and we will send you a replacement. We will report any complaints to our suppliers, who will pass them on to the relevant manufacturers.

Returns

If you wish to return items, you can do so within 7 days of receipt of the goods (unless otherwise stated on the item). Please contact us first with an e-mail in this regard [email protected] and the reason for the return so that we are informed in advance.

The product must be in its original packaging and securely packed for shipment.

Opened packaging but unused product: 10 % deduction of the product costs.

We cannot take back used products for hygienic reasons.

Shipping costs will not be refunded.

For safety reasons, we cannot take back food items. We ask for your understanding.

No returns on reduced items

We will not take back items that you have already received from us at an offer price.

Article does not like

You don't like the item you ordered? We try to reproduce the items as realistically as possible with photos and descriptions. We're sorry that you had a different idea of the item. Write us an e-mail to [email protected] for advance notice of the return shipment. Shipping costs will not be refunded.

Parcel has not arrived

We can track your parcel using the tracking number. If your parcel has not arrived, you can contact us by e-mail at [email protected] report. We will then check where the parcel is.

Please note that if you have authorized Swiss Post to deliver your parcel, liability is automatically transferred to you as soon as your parcel has left our warehouse.

You want to delete your account

For technical reasons, we cannot offer this function automatically in the dashboard. However, if you no longer need your account, you can send us an e-mail to [email protected] contact us. We are of course always happy to hear the reason why you no longer wish to have your ARTGERECHT. account so that we can continue to improve. We are aware that we are obliged to delete your account if you wish. This is absolutely no problem. But without knowing why, we can't learn anything new.