Returns and complaints

Returns – 14 days to decide

Below you will find information on withdrawing from the contract, returning products and making complaints in the ProbioDay® store. These rules apply to orders placed online via the ProbioDay.eu store.

After receiving the parcel you have 14 days to withdraw from the distance contract without giving a reason. During this time you can calmly examine the products you ordered and decide whether they meet your expectations and the needs of your pet.

Return conditions

For hygiene reasons, products delivered in a sealed package cannot be returned if the package was opened after delivery.

The returned product should show no signs of use and should be in its original, undamaged packaging, with the manufacturer’s seals, labels and safeguards intact.

A return under withdrawal from the contract applies to products purchased online.

How to return a product?

Send a message to [email protected] informing us about your withdrawal from the contract. You may use the return form, but it is not obligatory.

To meet the 14-day deadline it is enough to send the statement of withdrawal from the contract before the deadline expires.

In reply we will provide you with the return address and further instructions on sending the product back.

Please send the product back without delay, no later than 14 days from the day on which you informed us about your withdrawal from the contract.

Pack the product carefully, enclose the proof of purchase or the order number and send the parcel to the indicated address.

Please note

The direct cost of sending the product back in the case of withdrawal from the contract is covered by the Customer, unless the return results from our mistake or we have expressly agreed to cover this cost.

We do not accept parcels sent cash on delivery.

Keep the proof of posting until the return is confirmed.

The payment will be refunded no later than 14 days from the day we receive your statement of withdrawal from the contract. However, we may withhold the refund until we receive the product back or until you provide us with proof of sending it back, whichever occurs first.

We refund the payment for the product and the cost of the cheapest standard delivery offered in the store. If the Customer has chosen a more expensive delivery method, the delivery cost is refunded only up to the amount of the cheapest standard delivery method available for the given order.

Complaints – what if something went wrong?

If the product you received:

is damaged,
does not match the order,
has a quality defect,

you have the right to make a complaint in accordance with the applicable law.

How to make a complaint?

Write to us at [email protected], stating in the message subject: COMPLAINT + order number.

Describe what happened and attach photos illustrating the problem, if possible.

We may ask you for an additional description of the problem, photographic documentation or for the product in question to be made available, if this is needed to consider the complaint.

We will contact you with information about the next steps. If sending the product back is necessary to consider the complaint, we will provide instructions on how to proceed.

If the complaint is found to be justified, we cover the reasonable costs related to the complaint, in accordance with the applicable law.

Processing time

We consider consumer complaints within 14 days of receiving them. If we do not reply within this period, the complaint is deemed to have been resolved in accordance with the Customer’s request.

If the complaint is accepted, we will take action in accordance with the applicable law. Depending on the type of report and the options available, we may propose in particular a replacement of the product, a refund or another solution agreed with the Customer.

Products should be sent back to: Sirion EU sp. z o.o., ul. Daniszewska 27/111, 03-230 Warszawa, Poland, unless we indicate a different return address.