Return & Refund Policy

Can I change my order?

Once you have placed an order, you can no longer change it.

Can I cancel my order?

Yes, if you have changed your mind, you can cancel your order before it is prepared for dispatch to our delivery partners. This means that if you order before 16:00, this must be done by 16:30 & if you order after 16:00, this must be done by 16:30 the following working day.

What if I am not satisfied?

Not satisfied? Download our return form and fill it in. You can then return the package at your own expense. As soon as it arrives back to us, we will arrange your refund (within 2 working days). Bags of dog and cat food that have been opened will not be taken back. This is because we cannot check whether the food is still in the correct condition and because of health risks.

What if I receive a damaged or wrong item?

It is important that you check the order upon delivery, if there are any defects, we would like to hear about it immediately by email. This will then be resolved immediately. In this case, you will receive a free return label from us and you can return the order free of charge.

When will I receive my refund?

Refund of the placed order in case of return will be made within 2 working days.

Return Policy

Do you regret your purchase? Or is the size of the purchased item not correct? No problem, because at petfactor warranty and service are high on the list! You can return your purchase to us within 14 days in the undamaged packaging. You will then receive your money back including the shipping costs. The costs of the return shipment are of course for yourself . If the article is damaged or not good, you will receive a return label from Horlogeline. Use the return form in case you want to return products.