Subjects

Returns and refunds

How do I return something?

On this page you will find all the information you need to register your return, click here >

Where can I find my return forms?

You will receive the return forms when you register the return. When you return a package via DHL, you will not receive a return label, but you will receive a return form in the box. When you return via DPD you will receive a return label for the box and a return form for in the box. The old labels must be removed from the packaging

How do I return something with DHL?

Returning via DHL is free. Please note that availability and conditions may vary by country. You will not receive a return label for DHL from us. You go to a manned parcel shop for this, where you indicate that the package may be returned to Agradi.
Our address is in their system, which they scan on a barcode sticker. They do not need a QR code or barcode for this. The return form may be placed in the box, the barcode on it is for our returns department. You cannot use unmanned DHL parcel points, Homerpoints or PicNic.

How do I return something with DPD?

Returning via DPD is free. Please note that availability and conditions may vary by country. You will receive a return label and a return form for DPD from us.
Stick the return label on the box, make sure no other labels are visible on the box. The return form may be placed in the box, it is required for our returns department.

Have you received my return?

The delivery time of your return at DPD can be up to 5 working days, at DHL up to 10 working days. After this, the package still needs to be processed by us.
When the status in your account is closed, this means that your return is currently being processed. Once the return has been processed, you will receive an email with information about the refund.

Return conditions

The trial period of 90 calendar days after the delivery date has not yet expired;
The article is clean, complete and undamaged (You can judge the product as in a store, not test it!);
The item has not been used;
The items must smell like new. Therefore, make sure that you store an item in an odorless environment. You are liable for any diminished value of the goods that have been put into use, which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. Note: Washing an item after use does not restore it to new condition;
In the case of products that cannot be sold as new, the damage amounts to a maximum of 100% of the purchase price;
The (factory) packaging is original, undamaged and not described by you;
The return shipment is properly packaged so that items cannot be damaged during transport;
Product packaging should be sent in the original shipping packaging if possible. For example, pack the original shoe box or shaver case in an outer box so that this packaging is not damaged during transport;
Defects of and/or ambiguities about PetSafe articles can be reported directly to the free number of PetSafe Europe: 008-0018182020;
Different conditions apply to returns from abroad*, see the following link: https://www.agradi.com/
Excluded from the right of withdrawal are products that are not suitable to be returned for reasons of health protection or hygiene and of which the seal has been broken after delivery. a.o. briefs/underpants are included.
At Agradi you can return your products delivered via DPD (up to 32 kg and Max 1.70 meters high, total circumference less than 3 meters) free of charge within the trial period if you use the shipping method as indicated in the conditions (Agradi has agreements with DPD and DHL and offers free shipping). If your package falls outside this, you can return it at your own expense.

Returning or exchanging from abroad

For returns from abroad, other than in the case of proven warranty cases or in case of demonstrable delivery errors, the sender bears the costs. Even in case of warranty, the products must be sent by the cheapest method (including tracking). Costs for other means of transport, such as express service, registered, cash on delivery, etc. are not reimbursed.Shipment of large items or pallet deliveries should always take place in consultation in case of warranty.
If DPD parcelshops are used for returns from abroad, a €4.99 contribution for return costs will be charged. If the value of the returned products is below this amount, you will not receive a refund. Costs for a return shipment from France are €9.99 and from Luxembourg €9.99.

I have not yet received a refund

If you have not yet received a refund, we advise you to contact customer service. After canceling an item or entire order, you will receive the refund within 2 to 3 working days on the account number
with which the order was paid. If it concerns a return, you will receive an email with information about the refund as soon as the return has been processed.

Return of an order placed before 25-07-2024

Do you have a warranty or defect issue regarding an order placed before the launch of our new website on 25-07-2024? Please contact our customer service team. They will review your case and advise on the next steps.

Articles and stock

Current orders

Delivery

Payments, discounts and gift certificates

Problems with orders