- Contact us within seven days of delivery
- Ship the item back within 14 days of delivery
- The refund is issued for the item's value only within seven days after the seller receives the parcel and checks the items for the absence of any damages and or use.
- Buyers are responsible for the return shipping costs, including additional fees and taxes that may apply. If the item is not returned in its original condition, unused, and with labels still attached, the buyer is responsible for any loss in value.
- If the item sent by a customer is not refundable, we will be forced to send it back at the customer's expense.
- We are not responsible for any delay or the loss of or damage to the package that may occur when a customer returns items.

Guineapet® is only responsible for collecting VAT and remitting the tax to the state for purchases within the European Union. We cannot be held responsible or accountable for any taxes, duties, tariffs, quarantine fees, package warehousing fees, seizures, fines, or any other charges assessed by your local customs office. These charges are separate from your shipping charge. Buyers are responsible and should always be aware of the rules, regulations, and restrictions that apply in their country. Any mandatory documentation must be requested in advance in writing. Contact your local customs authority if you have any questions.

Delivery times are estimates only. Guineapet® is not responsible for delays during transit. A full refund is guaranteed for items lost in transit. All orders are sent via registered mail with a tracking number. According to the Universal Postal Convention, parcels are only considered lost in transit 60 days after shipping or upon confirmation from the postal administration. Refunds for non-delivered orders must be requested within 180 days after shipping, the period after which a refund is impossible.

In addition to our Returns Policy, if you are a customer in the European Union, you have the right to return any purchase made online within 14 days of delivery for a full refund.

To exercise your right to cancel the contract, you must request a refund in writing via Etsy conversation and ship the item(s) back within 14 days of delivery. The refund will include any standard delivery charges paid. The buyer is responsible for the cost of returning a canceled order to the seller. The attached labels are required for returns and cancellations. Your purchase will be refunded in full using the original payment method within seven calendar days after we receive

Please inspect your order upon reception. In the event of damaged package delivery, it should be noted in writing with the word "damaged" on both your and the copy of the Bill Of Lading, along with a description of the damage and the driver's signature.

Contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

In the event of a defective or incorrect product(s) complaint, it must be accompanied by photos of the product with labels attached. Upon reception of the photos, and after confirmation, either a replacement will be sent or a refund issued.
Please note that returning the defective or incorrect item(s) might be necessary for a full refund.

In the event of a delivery refusal and/or an automatic return to the sender due to an address error, absence, or non-collection, the origin shipping costs and, if applicable, the return costs will be borne by the buyer.

We cannot be held responsible or accountable for any taxes, duties, tariffs, quarantine fees, or any other costs assessed by the customs office for the return of the parcel. This amount will be deducted from the purchase refund once we receive the parcel back. The package can be sent again after payment of the return and reshipping costs, or put back in stock for a refund.

Please note that we are not responsible for the return delay or the loss of or damage to the package that may occur following the refusal of delivery.

Custom Guineapet® Fleece Cage Liners are available through the listing or direct messaging. Unless defective, we do not accept returns or cancellations on custom items. Never remove labels before checking for the size and colors of your custom products.

Shipping to the following Special territories of EU member states may require additional charges before confirmation and processing. No charges are applied without buyers' acknowledgment and approval.

CYPRUS: Northern Cyprus
DENMARK: Greenland, Faroe Islands
FINLAND: Åland Islands
FRANCE: French Guiana, Guadeloupe, Martinique, Réunion, Mayotte, Saint Martin, Saint Barthélemy, Saint Pierre and Miquelon, Wallis and Futuna, French Polynesia, New Caledonia, French Southern and Antarctic Lands, Clipperton Island.
GERMANY: Büsingen am Hochrhein, Heligoland
GREECE: Agio Oros
ITALY: Livigno, Campione d'Italia
NETHERLANDS: Bonaire, Saba, Sint Eustatius, Sint Maarten, Aruba
PORTUGAL: Azores, Madeira
SPAIN:  Canary Islands, Ceuta, Melilla

- Contact us within seven days of delivery
- Send the items back to the following address

Guineapet® - Nicolas
Rua das Flores 32 Aiana de Cima
2970-020 Sesimbra - PORTUGAL

- State "Returned Goods: exemption from import charges claimed" in the customs declaration and the package.
- Include the order receipt with the returned goods.
- Return the items using registered mail with tracking and proof of delivery service for your benefit.

IUN FRANCE EPR: FR261927_01HXJK
IUN GERMANY EPR: DE1046050512766