Returns and Refunds

Last updated: July 13, 2026

1. Withdrawal

A consumer may notify withdrawal from a distance contract within 14 calendar days after receiving the goods, without giving a reason. Email a clear statement with the order number and item.

2. Return shipment

Send the goods back within 14 days after notice, following NeoPet instructions. The customer bears the direct return cost unless NeoPet accepts it or the goods are non-conforming. Keep proof of shipment.

3. Condition

Handle an item only as needed to establish its nature, characteristics and operation. Excess handling may reduce the refund. Include available accessories, labels, instructions and packaging.

4. Exceptions

Statutory exceptions include customised goods and sealed health or hygiene goods after unsealing. Food, consumables and grooming products are assessed by seal, condition and the applicable exception. Rights for defective goods remain intact.

5. Damaged or wrong goods

Notify NeoPet promptly with photographs. Depending on the case, legal remedies may include conformity, replacement, price reduction or refund.

6. Refund

Eligible sums are refunded by the agreed method within the legal period. NeoPet may wait for the goods or proof of shipment. Extra cost above standard delivery is not refundable where the law permits.

7. Contact

For questions, email info@neopet.md, call 069800811, or visit Bulevardul Grigore Vieru 5, Chișinău.