EU Right of Withdrawal Policy

At Ramon's Pet Boutique, we take compliance with EU consumer rights law seriously. This policy sets out your rights as an EU buyer and the conditions under which those rights apply. It is written to be clear, fair, and enforceable.

Effective Date: 19 June 2026
Version: 1.0
Last Updated: 19 June 2026
Applies to: Buyers located in the European Union only. This right does not apply to orders placed from outside the EU. Non-EU buyers should refer to our standard Return Policy.

Your Right of Withdrawal

Under EU Directive 2011/83/EU and EU Directive 2023/2673, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

The withdrawal period expires 14 days from the day you, or a third party indicated by you, take physical possession of the goods.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must use the official withdrawal function available on our store, accessible to EU buyers only, before the 14-day period expires. You will be required to provide your name and order reference. A confirmation will be sent to you automatically upon submission.

Withdrawal requests submitted by any other means, including email, live chat, or social media, will not be accepted as valid withdrawal notices under this policy. Only submissions made through the official withdrawal function will be recognised.

Return of Goods

Once you have submitted a valid withdrawal notice, you must return the goods to us within 14 days of that notification. Failure to return the goods within this period will void your withdrawal request and no refund will be issued.

  • Return shipping costs are your sole responsibility.
  • We strongly recommend using a trackable shipping service. We cannot be held responsible for items lost in return transit without verified tracking proof.
  • Items must be returned in their original condition, with original packaging and tags intact.
  • We document the condition of all items prior to shipment. Returned goods will be inspected against this pre-shipment record upon receipt.
  • Any customs fees, import duties, or taxes incurred on the return shipment are your responsibility and will not be reimbursed.
  • You must include a copy of your withdrawal confirmation email inside the return parcel. Returns received without this documentation may not be matched to your withdrawal request and could result in processing delays or refusal.

Refund Processing

We will process your refund only after receiving the returned goods or verified proof of return shipment, whichever comes first. Refunds will be issued to the original payment method within 5 to 7 business days of receipt.

We reserve the right to deduct from the refund an amount reflecting any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. You will be notified of any applicable deduction and the amount within 3 business days of receiving the return, before the refund is processed.

All refunds are issued in the original transaction currency only. We accept no liability for any losses arising from currency exchange rate fluctuations between the date of purchase and the date of refund.

If a return is incomplete, including cases where only part of a multi-item order or bundle is received, the refund will be withheld in full until the complete order is returned and inspected.

Partial Withdrawal

Withdrawal applies to complete items only. If you wish to withdraw from part of an order containing multiple items, each item must be returned individually and in full. Partial withdrawal from a single item is not permitted.

Bundle and Set Policy

If a product was purchased as a bundle or set, the right of withdrawal applies to the complete bundle or set only. Individual components of a bundle or set cannot be withdrawn or returned separately. Refunds will not be issued for incomplete bundle returns.

Exemptions

The right of withdrawal does not apply to:

  • Digital products accessed or downloaded after purchase.
  • Items marked as Final Sale at the time of purchase.
  • Goods that have been used beyond what is necessary for inspection purposes.
  • Sealed goods unsealed after delivery that are unsuitable for return due to health or hygiene reasons.

Abuse and Fraud Prevention

We reserve the right to refuse a withdrawal request where there is reasonable evidence of systematic abuse, including but not limited to repeated withdrawal requests from the same buyer, patterns consistent with fraudulent intent, or returns that do not match the pre-shipment condition record. Any suspected abuse may be reported to the relevant consumer protection authorities.

Governing Law and Jurisdiction

This policy and any disputes arising from it are governed by the laws of Spain. Any disputes that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Spain, regardless of the EU member state in which the buyer is located.

Important Notice for Non-EU Buyers

This policy applies exclusively to buyers located in the European Union. If you are located outside the European Union, this policy does not apply to you. Please refer to our standard Return Policy for applicable terms.

Contact

For withdrawal-related queries, please use the official withdrawal function on our store. For all other enquiries, please contact our customer service team.

Ramon's Pet Boutique reserves the right to update this policy in line with changes to applicable EU legislation. The version number and last updated date at the top of this page will reflect any such changes.