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Returns & complaints
FAQs - Returns & Complaints
If you have to complain about a product, it will make it easier for us if you send us the following information as soon as possible:
-
Customer number and invoice number
- Photo or video of the goods (reason for complaint clearly visible)
- Batch number or best before date
- Number of pieces of the affected goods
If all this information is available to us promptly, it will of course shorten the processing time considerably.
✉ service@perro.at
☎ +43(0)662 64 50 20
If an item does not fit or a return is necessary for other reasons, please return the goods as follows:
- Send us a withdrawal (in writing, by e-mail or fax).
- Contact our customer service in advance if it is a complaint.
- Pack the goods as well as possible and stamp them sufficiently or follow the instructions of our customer service in the event of a complaint.
- Return with a delivery service of your choice.
- The return costs are to be borne by you, unless it is a justified complaint (defective, wrong delivery, etc.)
Please note: Returned goods may not be posted freight collect. To avoid unnecessary costs, we recommend that you always contact us in advance. We will be happy to advise you on the selection of our feed as well as our accessories.
For returns: For returns for reasons such as "item does not like" or "coat too big", the goods will be checked by us. If the products are in order and in their original packaging, you will receive a credit note on your customer account by mail after the check. This credit can either be offset against a next order, or we transfer the money back on request. In this case you have to pay the postage costs yourself. Therefore, we always recommend that you contact us for advice if you are unsure. Our competent team will be happy to help you. This way you save money and we do something good for the environment through less transport activity.
In case of complaints: If, for example, the goods are defective or incorrectly delivered, the postage will of course be covered by us. After consultation and transmission of the bank data, we transfer the amount back.
Please contact our customer service in advance.
✉ service@perro.at
☎ +43(0)662 64 50 20
End customers can return online orders within 14 days after receipt of the goods without giving any reason.
Dealers, breeders and veterinarians are excluded from the right of return - unless it is a legitimate complaint.
To clarify the facts and the existence of a legitimate complaint, please always contact our customer service in advance
✉ service@perro.at
☎ +43(0)662 64 50 20
Within 14 days you can return goods to us without giving any reason. Please note that this does not apply to personalized items such as custom engraved address tags - these are generally excluded from exchange. The return postage for your return is to be borne by yourself.
If you wish an exchange, please contact our customer service in advance. An exchange of online purchased goods in our PERRO Shop Salzburg-Elsbethen is also possible under certain conditions. Our customer service will be happy to advise you.
✉ service@perro.at
☎ +43(0)662 64 50 20
Under certain conditions it is possible to return goods purchased online in our PERRO Shop Salzburg-Elsbethen.
Please contact our customer service in advance.
✉ service@perro.at
☎ +43(0)662 64 50 20
Please note that this only applies to the PERRO Shop Salzburg-Elsbethen and is currently not possible in other stores.
If an item has been placed on backorder, this will be noted on the invoice and the item will be sent automatically when it becomes available.
If an item is missing from your delivery and is not noted as backordered, please contact our customer service.
✉ service@perro.at
☎ +43(0)662 64 50 20