RETURN / RETURN

Voluntary 14-day return policy

In addition to the statutory right of withdrawal, OsteoVitalis grants a voluntary 14-day return policy for portable red light devices for pets.
The period begins when the customer receives the goods.
A return can be requested within this period.
Returns must be registered in advance through customer service at:
info@osteovitalis.eu

Return conditions (hygiene & condition)

To protect hygiene, quality and safety, the following requirements apply:
1. Product and packaging are complete, undamaged and include all accessories
2. The surface is clean and free from pet hair, dander, stains and odours
3. The product was only briefly tested for fit
4. There are no signs of use that prevent resale
5. If the product is contaminated, heavily used or damaged, return may be refused

Return shipping costs

l For returns for personal reasons, the customer bears the return shipping costs
l For quality defects or shipping errors, OsteoVitalis bears the return shipping costs

Refund

After receiving and inspecting the return, the refund will be made within 14 days using the original payment method.

Transport damage & defects

Transport damage must be reported within 14 days with photo/video evidence.
After confirmation, we offer free replacement or refund.

Statutory warranty (24 months)

The statutory warranty remains unaffected.

COMPLAINTS (defects / quality complaints)

(statutory warranty)
In the case of quality defects, functional faults or other complaints, a complaint may be made under the statutory warranty.

Complaint procedure

For efficient processing, please send the following information by email to:
info@osteovitalis.eu

Please submit:

1. Order number
2. Brief description of the complaint
3. Photo/video evidence (product, accessories, serial number, packaging, etc.)

Possible remedies under the warranty

After review, OsteoVitalis offers, depending on the circumstances:
 • repair, or
• replacement delivery, or
• refund
in accordance with statutory provisions

Exclusions

The warranty does not cover in particular:
• damage caused by improper use
• damage caused by the animal biting or scratching
• unauthorised modifications or repairs
• normal wear and tear
• loss or theft of the device
Wear or signs of use caused by normal use do not constitute a defect.

Warranty period

The statutory warranty period is 24 months from the delivery date.
Other legal claims of the customer remain unaffected.