Returns & Refunds
1. OUR PROMISE
We want you and your animals to be happy with every order from Jorivalex. If something isn't right, we're here to help. This policy explains how returns, exchanges and refunds work.
2. YOUR RIGHT TO RETURN
You have the right to return your order within 14 days without giving a reason. This period starts on the day after you, or someone you have designated, receive the products. If your order arrives in several parcels, the period starts on the day after you receive the final parcel.
3. CONDITIONS FOR RETURNS
To be eligible for a return, products must be:
Unused and in the same condition in which you received them.
Complete, including all accessories, labels and manuals.
In their original packaging where possible.
You may handle a product the way you would in a shop to check it. If a product has been used beyond that, or has been damaged after delivery, we may deduct an amount from your refund for its decrease in value.
4. NON RETURNABLE ITEMS
For health, hygiene and freshness reasons, the following products cannot be returned:
Pet food, treats and other products that spoil quickly or have a short shelf life.
Sealed products once the seal has been broken, such as opened food packaging, supplements, grooming products and care products.
Products made or personalised to your specifications.
These exceptions do not apply if the product arrived damaged, faulty or was not what you ordered. In those cases, please see section 8.
5. HOW TO START A RETURN
1. Send an email to support@jorivalex.com within 14 days of receiving your order.
2. Include your name, order number, the products you would like to return and, if you like, the reason for your return.
3. We will reply with return instructions, including the address where the products should be sent.
4. Pack the products securely and send them back within 14 days of letting us know.
Please do not send products back without contacting us first. Returns sent without return instructions may be delayed, or may not be processed.
6. RETURN SHIPPING COSTS
The costs of returning products are your responsibility, unless the product is damaged, faulty or not what you ordered. We recommend using a tracked shipping method and keeping your proof of shipment until your refund has been processed, as we cannot be responsible for returns that are lost on their way back to us.
7. REFUNDS
Once we have received and checked your return, we will let you know by email. Your refund will be processed within 14 days of receiving your return request, using the same payment method you used for your order, unless we agree otherwise with you. We may wait to issue the refund until we have received the products back, or until you have shown proof that you have sent them.
Your refund includes the price of the returned products. Our standard shipping option is free, so if you chose Insured Express Shipping, the €4.95 express fee is not refunded. If you return only part of your order, the shipping costs are not refunded.
Depending on your bank or payment provider, it may take a few business days before the refund appears in your account. If you haven't received your refund after this time, please contact us.
We do not charge restocking fees.
8. DAMAGED, FAULTY OR INCORRECT PRODUCTS
We check our orders with care, but mistakes can happen. If your order arrives damaged, if a product is faulty, or if you received the wrong item, please contact us at support@jorivalex.com as soon as possible after discovering the problem. Include your order number and photos of the product and packaging.
In these cases, we will cover the return shipping costs, and you can choose between a replacement or a full refund. In some cases, we may ask you to keep the product instead of returning it.
This is in addition to your statutory rights under Dutch law. A product must always meet the expectations you could reasonably have of it, and these legal rights are not limited by this policy.
9. EXCHANGES
Would you like a different size, colour or model? We're happy to exchange products of the same value within 14 days of delivery, as long as the conditions in section 3 are met and the item you want is in stock. Contact us at support@jorivalex.com to arrange an exchange. The costs of sending the original product back are your responsibility, and we will ship the new item to you free of charge.
If you would like a product of a different value, the easiest way is to return the original item for a refund and place a new order.
10. CONTACT
If you have any questions about returns, exchanges or refunds, we're happy to help.
Jorivalex
Mijnhof VOF
Noorderstraat 17, 9524 PB Buinerveen, the Netherlands
Chamber of Commerce (KvK) number: 84967056
Email: support@jorivalex.com
Phone: +31630573899