Polityka zwrotu kosztów

Refund & After-Sale Policy

1. Reporting Issues

For damaged, faulty, incorrect, or missing items, contact us at hello@nextvibepets.com as soon as reasonably possible after delivery. Please include your order number and photos or video if available.

Our voluntary 30-day return promise and reporting guidance do not limit any consumer rights that apply to your order.

2. Damaged Items

Significantly damaged items: Full refund or free replacement.
Partially damaged items (excluding minor cosmetic issues such as slight wrinkles, loose threads, or small scratches): Partial refund or replacement.

Note: We cannot offer refunds for damaged outer packaging boxes only, due to the nature of international shipping.

3. Incorrect or Missing Items

Wrong item received: Full refund or free replacement.
Wrong color or size (not affecting function): Refund or resend upon providing a complaint screenshot with your name, date, and issue.
Missing parts affecting function: Full replacement sent.
Missing accessories: Accessories will be resent.

4. Undelivered Orders

If your order has not arrived by the latest estimated delivery date, contact us so we can review the tracking and investigate with the delivery or fulfillment provider.

If tracking shows that your order was delivered but you have not received it, contact us at hello@nextvibepets.com and we will review the delivery information and next steps with you.

5. Returns

We accept return requests within 30 days of delivery for change-of-mind returns and product issues. This voluntary return window is in addition to, and does not limit, any rights provided by applicable consumer law.

For change-of-mind returns, the customer pays the return shipping cost. For faulty, damaged, incorrect, or missing items, NEXT VIBE covers reasonable return shipping or provides a return label, as required by applicable law.
Contact us at hello@nextvibepets.com before sending any return to receive the return address and authorization.
Refunds, including any delivery charges, taxes, and return-shipping costs, are handled in accordance with the consumer law that applies to your order. We do not exclude any amount that must be refunded by law.

6. Order Cancellations

Orders can be cancelled for a full refund before warehouse processing begins. Once processing has started, cancellations are not accepted for customized, pre-order, or service-based products.

7. EU Customers

Customers in the EU and EEA retain their statutory rights, including the 14-day right of withdrawal where it applies. Where an order is delivered in separate shipments, the statutory period is calculated from delivery of the last item where applicable. Our voluntary 30-day return window does not reduce these rights. For change-of-mind returns, the customer pays return shipping only where permitted by applicable law; NEXT VIBE covers return shipping for faulty or incorrect goods as required by law.

8. Force Majeure

We are not liable for delays or damages caused by events beyond our control (natural disasters, conflicts, strikes, epidemics, customs inspections). We will notify you of any such disruptions promptly.