Right of withdrawal

Return and revocation policy

Right of withdrawal for consumers

(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside his trade, business or profession).

Cancellation policy

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The revocation period is fourteen days from the date,

- on which you or a third party named by you, who is not the carrier, has or has taken possession of the goods, provided that you have ordered one or more goods as part of a single order and these are or will be delivered uniformly;

 - on which you or a third party named by you, who is not the carrier, have taken possession of the last goods, provided that you have ordered several goods as part of a single order and these are delivered separately;

- on which you or a third party named by you, who is not the carrier, have taken possession of the last partial shipment or the last piece, if you have ordered goods that are delivered in several partial shipments or pieces;

To exercise the right to cancel, you must inform us (Sanilu GmbH, Matte 25b, 3638 Pohlern, Telephone number: 0041/ 33 855 33 34, E-Mail address: [email protected]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).

To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period has expired.

Consequences of revocation

If you withdraw from this contract, we shall reimburse to you the payments received from you (excluding the additional costs incurred for delivery/shipping, payment by Twint, credit card and PayPal) without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you;

 We may refuse to refund you until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earliest.

You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. You shall bear the direct costs of returning goods that can be sent by parcel post and the direct costs of returning goods that cannot be sent by parcel post. The costs for goods that cannot be sent by parcel post are estimated at a maximum of around CHF 150. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.

Transport damage

Packaging/ outer cartons that are defective on delivery must not be opened and must be returned to the carrier immediately.

Reasons for exclusion or expiry

 The right of withdrawal does not apply to contracts

- for the delivery of goods which are not prefabricated (custom-made products) and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;

- for the delivery of goods (animal feed) that can spoil quickly or whose expiration date would be quickly exceeded;

- Goods that are not in their original packaging or have already been assembled.

- Damaged or deformed returned goods including outer cartons that cannot be traced back to shipping.

- Goods that have been assembled for the customer.

Return rules

To simplify the return process, we recommend that you create an account.

Here you can select the items you wish to return to Sanilu GmbH and submit the reason for the return.
After this transmission, we will check your request within 5 working days and answer it via your account.

  • Returns are accepted for 14 days
  • Customer is responsible for return shipment
  • We do not charge a restocking fee
  • We will process the return within 5 working days

  • Packaging/ outer cartons that are defective on delivery must not be opened and must be returned to the carrier immediately.

Excluded from return:

  • Categories High quality
  • Custom-made products
  • Indoor guinea pig pens
  • Play towers
  • Animal feed
  • Dog kennels and dog houses
  • Goods that are not in their original packaging or have already been assembled
  • Damaged or deformed returned goods including outer cartons that cannot be traced back to shipping.