Your right of withdrawal
If you are a consumer in the EU, you generally have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party indicated by you (other than the carrier), take physical possession of the goods. For orders with multiple items delivered separately, the period starts when you receive the last item.
How to withdraw
To exercise your right of withdrawal, inform us with a clear statement (for example by email to [email protected] or by post to C/ Charles Darwin, Edificio Bogaris, Oficina 1, Sevilla, Spain) including your name, order number and the items concerned. You may use the model withdrawal form below, but it is not obligatory. It is sufficient to send your notice before the withdrawal period expires.
Model withdrawal form
To Burbur Pet Care SL, C/ Charles Darwin, Edificio Bogaris, Oficina 1, Sevilla, Spain, [email protected]:
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ____ · Ordered on / received on: ____ · Order number: ____ · Name of consumer(s): ____ · Address of consumer(s): ____ · Signature (only if on paper) · Date
Returning the goods
Please send the goods back to [RETURN ADDRESS] without undue delay and no later than 14 days after notifying us of your withdrawal. Unless otherwise stated at the time of purchase, you bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Refunds
We will refund all payments received from you, including the cost of standard delivery (but not the additional cost of a more expensive delivery method you chose, such as Express), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We will use the same means of payment as you used, unless expressly agreed otherwise; you will not incur any fees for the refund. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.
Because online payment is not currently collected at checkout, the practical refund method will match the payment method later agreed with you. We will confirm the refund destination where needed and will never ask for full payment-card details by email.
Exceptions
Where legally applicable, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery — for example opened food or treats, or opened grooming products. Unopened, sealed items remain returnable within the withdrawal period. Not every pet product is excluded: toys, beds, accessories, collars, leashes and similar items can generally be returned.
Faulty or non-conforming goods
Independently of the right of withdrawal, you have statutory rights if goods are faulty or not as described (legal guarantee of conformity, at least two years in the EU). In that case, please contact us at [email protected]; you may be entitled to repair, replacement, a price reduction or a refund, and we will cover the return costs for faulty items. See also Consumer Rights.
Damaged deliveries and missing items
Contact us promptly with your order number and, where useful, photographs of the parcel and product. Reporting transport damage quickly helps us investigate, but a delayed report does not remove mandatory rights.
Exchanges
Direct exchanges are [AVAILABLE / NOT AVAILABLE]. Where direct exchanges are unavailable, return the eligible item and place a separate order for the replacement.
Contact and update date
Returns contact: [email protected]. Return address: [RETURN ADDRESS]. Last updated: [DATE]