Return & Refund Policy
Return & Refund Policy
At Telky Pet, we want you and your pet to be completely happy with your purchase. This policy explains your return options: your statutory EU right of withdrawal, your legal guarantee of conformity, and our voluntary 30-day return policy, which we offer in addition to your legal rights.
Nothing in this policy limits or replaces your statutory rights as a consumer under EU law.
1. EU Right of Withdrawal (14 Days)
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of the day you (or a person you designate, other than the carrier) receive the goods, without giving any reason.
How to exercise this right
To exercise your right of withdrawal, inform us of your decision by an unequivocal statement before the 14-day period expires. You can do this by:
- Emailing us at info@telkypet.com, or
- Using the model withdrawal form below at the bottom of the website (not mandatory).
You then have 14 days from the day you notify us to send the goods back to us. We will provide you with the return address when you contact us.
Refunds under the right of withdrawal
We will refund all payments received from you, including the cost of standard outbound delivery (except any additional costs if you chose a delivery method other than our least expensive standard option).
The refund will be issued within 14 days of the day you inform us of your withdrawal, using the same payment method you used for the purchase, at no cost to you. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first.
Return shipping costs
You are responsible for the direct cost of returning the goods.
Condition of returned goods and diminished value
You may handle and inspect the product as you would in a physical shop, for example, opening the packaging and checking the product. You are, however, liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. If a returned product shows wear, damage, or use beyond such inspection, we may deduct a corresponding amount from your refund.
To avoid any deduction, we recommend returning products unused where possible, in their original packaging with all accessories, manuals, and inserts.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Sealed goods which are not suitable for return for health or hygiene reasons, once unsealed after delivery (e.g., replacement filters, if the hygiene seal has been broken);
- Gift cards that have been redeemed.
Model Withdrawal Form
To complete this form, click the button at the bottom of this page.
2. Legal Guarantee of Conformity (2 Years)
Under EU law, all products you purchase from us are covered by a legal guarantee of conformity of at least 2 years from delivery (longer periods may apply in some Member States).
If a product is defective, does not work as described, or does not conform to the contract, you are entitled to have it repaired or replaced free of charge, or where repair or replacement is not possible or not carried out within a reasonable time, to a price reduction or a full refund.
Defects that appear within one year of delivery are presumed to have existed at the time of delivery, unless proven otherwise (this presumption period is two years in some Member States, including the Netherlands).
If you believe your product is defective, damaged, or you received an incorrect item, please contact us at info@telkypet.com with your order number, a description of the issue, and photos or a video where possible. In these cases, we cover all return shipping costs and will arrange a repair, replacement, or refund as applicable.
3. Our Voluntary 30-Day Return Policy
In addition to your statutory rights above, we offer a voluntary 30-day return policy. This means that even after the 14-day withdrawal period has expired, you may request a return up to 30 days from the date you receive your item.
This voluntary policy is subject to the following conditions, which apply only to this extended goodwill period and never limit your statutory rights:
- The item must be unused, unactivated, and in its original packaging, including all accessories, manuals, and inserts;
- Smart devices must not have been connected to an app or linked to a user account;
- Proof of purchase is required;
- Returns under this policy must be approved in advance; contact us at info@telkypet.com before sending anything back;
- Return shipping costs are the responsibility of the customer;
- Original shipping costs are non-refundable under this voluntary policy;
- Products purchased as part of a bundle must be returned in full; partial bundle returns are not accepted under this voluntary policy.
Refunds under this voluntary policy are issued to your original payment method within 10 business days of receiving and inspecting the returned item.
4. Smart Devices & Data Reset
Before returning any smart device (feeders, fountains), please:
- Perform a factory reset on the device;
- Unlink the device from your user account in the app.
This protects your personal data and allows the product to be processed correctly. If a device arrives still linked to an account, we will contact you to complete the unlinking remotely. Where restoring the device requires additional work, we may apply a reasonable deduction for the diminished value; this will never prevent a valid statutory withdrawal or guarantee claim.
5. Exchanges
We do not offer direct exchanges. To receive a different item, please return the original product under one of the options above and place a new order.
6. Refund Processing
Once your refund is issued, the time it takes to appear in your account depends on your bank or payment provider. If more than 15 business days have passed since your refund was confirmed and you have not received it, please contact us at info@telkypet.com.
Contact
For any questions about returns, refunds, or your rights:
Telky Pet Email: info@telkypet.com