Widerrufsrecht
Return and Refund Policy
We want you to be satisfied with your purchase. The following return and refund policy applies to purchases made through LUNA – Online Pet Shop.
14-Day Return Policy
You may request a return within 14 days after receiving your order.
To request a return, please contact us at lunaonlinepetshop@gmail.com and provide your order number and the product you wish to return.
Please do not send a product back without first contacting us. After we receive your return request, we will provide you with the appropriate return instructions and return address. Depending on the product and fulfillment location, the return address may differ from our business address.
For customers outside the European Union/European Economic Area, returns are accepted under this 14-day store return policy provided that the product is returned in substantially the same condition in which it was received. We recommend returning the product with its original packaging and accessories wherever reasonably possible.
European Union / European Economic Area – Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you have the statutory right to withdraw from your purchase within 14 days without giving any reason, subject to the legal exceptions described below.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receives the goods.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending a clear statement to:
LUNA – Online Pet Shop
Operated by AUST & VOGG – Inhaber: Vakhtang Aliokhin
Jülicher Straße 6A
13357 Berlin
Germany
Email: lunaonlinepetshop@gmail.com
Telephone: +49 178 384 7935
You may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
After informing us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us of your decision. We will provide you with the applicable return address and return instructions.
You are permitted to inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for such inspection.
Return Shipping Costs
For returns made because you changed your mind, including returns made under the EU/EEA statutory right of withdrawal, you are responsible for the direct cost of returning the goods unless we expressly agree otherwise.
If the product is defective, damaged during delivery, or you received an incorrect product, reasonable return shipping costs will be borne by us where required by applicable law.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery. If an item is defective, damaged, or different from what you ordered, please contact us as soon as reasonably possible at lunaonlinepetshop@gmail.com so that we can evaluate the issue and arrange an appropriate solution.
Depending on the circumstances, the solution may include replacement, repair, refund or another remedy available under applicable consumer law.
Your statutory rights regarding defective or non-conforming goods are not affected by this policy.
Exceptions / Non-Returnable Items
Certain products may be excluded from the right of withdrawal or return where permitted by applicable law. These can include goods made to the customer's specifications or clearly personalised products, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed.
Pet food or other perishable products may also be excluded where applicable.
If you are uncertain whether a particular product can be returned, please contact us at lunaonlinepetshop@gmail.com.
Products purchased at a discounted or sale price are not automatically excluded from returns. Applicable statutory consumer rights continue to apply.
Exchanges
If you would like a different product, color, size or variant, please contact us. Depending on the circumstances, the simplest procedure may be to return the original item and place a new order after the return has been processed.
Refunds
Once a return is received, we will review it and process the applicable refund.
For customers exercising the statutory EU/EEA right of withdrawal, we will reimburse payments received from you, including the cost of the least expensive standard delivery method offered for the original order, without undue delay and no later than 14 days after we are informed of your decision to withdraw.
If you selected a more expensive delivery option than our least expensive standard delivery method, the additional delivery cost does not have to be refunded.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed with you.
Your bank, credit-card provider or payment provider may require additional processing time before the refund appears in your account.
Order Cancellations
If you wish to cancel an order before it has been fulfilled or shipped, please contact us as soon as possible at lunaonlinepetshop@gmail.com. We will make reasonable efforts to cancel the order before fulfillment. If the order has already been fulfilled or shipped, the applicable return and withdrawal provisions above will apply.
Contact
For questions regarding returns, refunds or withdrawals, please contact:
LUNA – Online Pet Shop
Operated by AUST & VOGG – Inhaber: Vakhtang Aliokhin
Jülicher Straße 6A
13357 Berlin
Germany
Email: lunaonlinepetshop@gmail.com
Telephone: +49 178 384 7935
Model Withdrawal Form – EU/EEA Customers
Complete and send this form only if you wish to withdraw from the contract.
To:
LUNA – Online Pet Shop
Operated by AUST & VOGG – Inhaber: Vakhtang Aliokhin
Jülicher Straße 6A
13357 Berlin
Germany
Email: lunaonlinepetshop@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date: