Delivery & Returns
Shipping & Delivery
Orders are delivered to countries listed in the delivery options available during the ordering process.
Delivery is made to the address specified by the Customer at the time of placing the order.
Delivery times depend on product availability, the chosen shipping method, and the destination country. Estimated delivery times are indicated on the product page or during checkout. These timeframes are non-binding estimates unless expressly confirmed as guaranteed.
Orders are shipped via reputable courier services or national postal providers. The shipping method may vary depending on the destination, size, or weight of the order.
Shipping costs are calculated and displayed before the order is finalized. For international deliveries, the Customer is responsible for any additional customs duties, import taxes, or handling fees charged by local authorities in the destination country.
If a shipment is returned to the Seller due to the Customer’s failure to collect or accept the parcel, the Seller reserves the right to charge the Customer for the cost of re-shipping.
Upon delivery, the Customer is encouraged to inspect the parcel. If visible damage is present, it is recommended to notify the courier immediately and document the issue with a damage report to support any potential claim.
The risk of accidental loss or damage to the goods passes to the Customer (or to a third party designated by the Customer, other than the carrier) upon delivery.
If the Seller is unable to dispatch the order within the estimated timeframe, the Customer will be informed promptly. The Customer then has the right to withdraw from the contract or accept a revised delivery date.
For prepaid orders (e.g., by bank transfer or online payment), the order will be processed and shipped only after the payment is received by the Seller.
Return Policy
- Although Swiss law does not provide a statutory right of withdrawal for online purchases, Holipets voluntarily grants Consumers the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving any reason.
- To exercise this right, the Consumer must notify the Seller of their decision by an unequivocal statement (e.g., by email to hello@holipets.shop).
- Returned goods must be unused, undamaged, and in their original packaging, and must be sent back within 14 days from the date of withdrawal. The Consumer is responsible for the direct cost of returning the goods.
- This right of withdrawal does not apply to:
- Perishable goods, such as fresh or frozen pet food;
- Opened or unsealed items where return is not suitable for health or hygiene reasons, such as supplements, cosmetics, or hygiene products for pets.
- Upon receiving the returned goods in acceptable condition, the Seller will refund all payments received, including standard delivery costs (if applicable), without undue delay and no later than 14 days from the day the Seller was informed of the withdrawal.
- Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed with the Consumer.