Informativa sui rimborsi

MANNZE Return, Cancellation & Exchange Policy

We want you and your pet to be delighted with every MANNZE purchase. The following policy explains when and how you may cancel an order, request a return or exchange, and what items are not eligible.

1. Right to cancel (14‑day cooling‑off period)

If you are purchasing as a consumer within the European Union (or in another jurisdiction that grants a statutory cooling‑off period), you have the right to cancel your order within fourteen (14) days of receiving the goods. To exercise this right, please complete our Online Returns Request form within the 14‑day period. Once we confirm your cancellation, you must return the goods to us in their original, unused condition with all tags and packaging included. We will refund the purchase price, taxes and the original shipping charges within 14 days of receiving your returned items.

2. Returns and exchanges after the cooling‑off period

Outside the 14‑day cancellation window, MANNZE generally does not accept returns or exchanges for customer convenience. Please check size and colour carefully before ordering. However, if you contact us after two weeks, we may, at our sole discretion, offer an exchange or online store credit, provided that:

  • The goods are unworn, unused and in resaleable condition.

  • There are no signs of washing, wear, pet hair, odours or other indications of use.

  • All original labels, tags and packaging are intact.

  • You contact us before sending the item back.

Customised items and gift wrapping services do not carry a cancellation right and cannot be returned unless defective.

3. Exchanges for defective items

If you receive a defective item (e.g., manufacturing fault) and we have the same product in stock, we will exchange it. Please notify us within seven (7) days of receipt, including your order number, description of the defect and photos. We will provide instructions for the return. If the item is no longer available, please see section 4 (Refunds for defective items).

4. Refunds for defective items

When a defective item cannot be replaced, you may request a refund. In such cases we will refund:

  • The full purchase price of the product

  • Applicable sales tax (VAT)

  • The original shipping cost

  • Cash‑on‑delivery fees (if any)

Refunds will be processed via your original payment method.

5. Items not eligible for return or exchange

For hygiene and safety reasons, or due to customisation, certain items are not eligible for return or exchange unless defective:

  • Goods made to your specifications or customised at your request

  • Gift wrapping services

  • Toiletries, grooming products or treats (if applicable), due to their perishable nature

  • Items that have been worn, washed or used, including any garments showing signs of wear such as pet hair, stains or odours

  • Goods returned without prior notice, or received by us more than 7 days after you contacted us for a defect

  • Returns missing original tags, labels, packaging or accessories

6. Return shipping costs and instructions

  • For approved returns or exchanges due to a defect, MANNZE will reimburse reasonable return shipping costs and will cover the cost of sending a replacement item to you.

  • For cancellations within the 14‑day cooling‑off period, you are responsible for return postage unless the item is defective.

  • When returning items, please use a postal or courier service and clearly write your name and order number on or inside the package to avoid delays.

7. Contact us

For any return, cancellation or exchange request, please contact MANNZE customer service at info@pets.mannze.com or use our Online Returns Request form before sending your item back. Returns sent without prior authorisation may not be processed.

This policy does not affect any statutory rights you may have under consumer law. If you are unsure about your rights or how they apply, please consult the regulations in your country of purchase or contact us for clarification.