Returns & Refunds
1. Your statutory right of withdrawal
If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.
The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, receives the goods.
For an order containing several goods delivered separately, the period begins when you or the third party named by you receives the last item.
2. How to exercise the right of withdrawal
To exercise your right of withdrawal, you must inform us clearly of your decision to withdraw from the contract.
You can contact us by email or by post:
Hallo Pet UG (haftungsbeschränkt)
Am Fleckenberg 9
65549 Limburg, Germany
Email: info@coralentis.com
Phone: +49 1590 7953151
You may use the model withdrawal form at the end of this policy, but using the form is not required.
It is sufficient to send your withdrawal notice before the 14-day withdrawal period expires.
3. Returning the goods
After informing us of your withdrawal, you must send back or hand over the goods without undue delay and no later than 14 days from the day on which you informed us of the withdrawal.
Please contact info@coralentis.com before sending a return so we can provide the appropriate return instructions. This does not limit your statutory right of withdrawal.
Unless we agree otherwise, the customer bears the direct cost of returning goods under the statutory right of withdrawal.
If an item is defective, damaged on arrival or incorrect, please contact us before returning it. Where we are legally responsible for the problem, return costs will be handled in accordance with applicable consumer law.
4. Condition of returned goods
You may inspect goods in the same way that you could reasonably inspect them in a physical shop.
You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where possible, please return products securely packaged with the parts and accessories supplied with them.
Original packaging is helpful but is not required where the law does not require it.
5. Refunds after withdrawal
If you withdraw from the contract, we will reimburse payments received from you for the affected purchase, including the cost of our least expensive standard delivery option offered for that order.
We do not have to refund additional delivery costs resulting from your choice of a more expensive delivery method than our least expensive standard delivery option.
Refunds will be made without undue delay and no later than 14 days after we receive your withdrawal notice.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Unless expressly agreed otherwise, we will use the same payment method that was used for the original transaction. We will not charge a fee solely for making the refund.
6. Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in certain cases provided by law. This may include:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery; and
- goods that have become inseparably mixed with other goods after delivery because of their nature.
These exceptions apply only where the legal requirements for the relevant exception are met.
7. Defective or incorrect products
The statutory right of withdrawal is separate from your rights if goods are defective.
If you receive a damaged, defective or incorrect item, contact us at info@coralentis.com and include:
- your order number;
- the product concerned;
- a short description of the issue; and
- photos where they help show the problem.
We will review the issue and provide the remedy required under applicable law.
8. Exchanges
We do not guarantee direct exchanges.
Where an exchange is not available, the simplest option may be to return an eligible product and place a new order for the preferred item.
This does not affect statutory rights.
9. Model withdrawal form
You may copy and send the following form if you wish to withdraw from a contract:
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MODEL WITHDRAWAL FORM
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To:
Hallo Pet UG (haftungsbeschränkt)
Am Fleckenberg 9
65549 Limburg, Germany
Email: info@coralentis.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale for 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:
________________________________________
(*) Delete as appropriate.
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10. Contact
Returns and refund enquiries:
Email: info@coralentis.com
Phone: +49 1590 7953151
Hallo Pet UG (haftungsbeschränkt)
Am Fleckenberg 9
65549 Limburg, Germany