Refund and Returns Policy

Effective Date: June 25, 2026

Thank you for shopping at 2N PET FOODS INTERNATIONAL S.à r.l. (2npet.com). We want you and your pets to be completely satisfied with our products. If you are not entirely happy with your purchase, we are here to help.

This Refund and Returns Policy outlines our procedures for returns, refunds, and exchanges. By making a purchase on our website, you agree to the terms listed below.

1. General Return Window

You have 14 calendar days from the date you received your item to request a return. Under the European Union consumer protection laws, this represents your standard right of withdrawal. If 14 days have passed since your delivery date, we unfortunately cannot offer you a refund or exchange.

2. Mandatory Return Requirement (No “Refund-Only”)

Strict Policy: We do not offer “Refund-Only” processing under any circumstances.

To receive a refund, replacement, or store credit, you must physically return the item to our facility. We will not issue refunds for items that customers keep, discard, or refuse to send back.

  • Physical Inspection Required: No refund will be authorized until the returned product has arrived at our warehouse and passed our quality control inspection.
  • No Retaining of Goods: If you wish to claim a refund, you must cooperate with our return shipping procedures. Requests for partial or full refunds while retaining possession of the item will be automatically denied.

3. Return Eligibility Criteria

To qualify for a physical return and subsequent refund, your item must meet the following strict conditions:

  • Unopened and Unused: The product must be in the same condition that you received it. For health and safety reasons regarding pet food and treats, the original manufacturer seals, bags, or cans must be completely intact and unopened.
  • Original Packaging: The item must be returned in its original, undamaged retail packaging.
  • Proof of Purchase: You must provide the receipt, invoice, or online order confirmation number.

Non-Returnable Items:

  • Any pet food, treats, or supplements where the packaging has been opened, punctured, or unsealed.
  • Perishable goods or items with a broken freshness seal.
  • Gift cards and promotional items.
  • Items purchased on clearance or marked as “Final Sale.”

4. How to Initiate a Return

Do not ship items back to us without prior authorization. Unsolicited returns will not be processed. Please follow these steps:

  1. Submit a Request: Contact our customer service team via email at halcy@2npet.com or call us at +(352)27 993471. Provide your name, order number, and the specific reason for the return.
  2. Receive Authorization: If your request is eligible, we will issue a Return Merchandise Authorization (RMA) number and provide the official return shipping address.
  3. Pack and Ship: Pack the items securely in their original packaging to prevent damage during transit. Clearly write the RMA number on the outside of the box.

5. Return Shipping Costs

  • Customer Responsibility: You are responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable.
  • Trackable Shipping Recommendation: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If the item is lost or damaged in transit back to us, the refund will be denied.

6. Inspection and Refund Process

Once your return is physically received at our warehouse, our team will inspect the item to verify its condition.

  • Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the criteria in Section 3.
  • Approved Refunds: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal).
  • Processing Time: Please allow 5 to 10 business days for the refund to reflect in your account, depending on your financial institution’s processing times.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged during transit, defective, or incorrect, you must report it to us within 48 hours of delivery.

  • Reporting: Email halcy@2npet.com with your order number and clear photographic evidence of the damage or mistake.
  • Resolution: Even in cases of damage or error, we do not issue a “refund-only” without a return. We will provide you with a pre-paid return shipping label to send the defective or incorrect item back to us.
  • Replacement or Refund: Upon receiving and inspecting the damaged item at our facility, we will ship a replacement product at our expense or issue a full refund, including original shipping costs.

8. Late or Missing Refunds

If you haven’t received an approved refund within the standard timeframe:

  1. Check your bank account or credit card statement again.
  2. Contact your credit card company or bank, as it often takes some processing time before a refund is officially posted.
  3. If you have done all of this and you still have not received your refund, please contact us at halcy@2npet.com.

9. Contact Information

For any questions regarding returns, shipments, or refunds, please reach out to our team:

  • Company Name: 2N PET FOODS INTERNATIONAL S.à r.l.
  • Website: 2npet.com
  • Email Contact: halcy@2npet.com
  • Phone Contact: +(352)27 993471
  • Mailing Address: 37 Route de Kayl, L-3514 Dudelange, Luxembourg