Refund policy

Return policy

We offer a 30-day return policy: you have 30 days from receiving your item to request a return.

To be eligible for a return, the item must be in the same condition as when you received it, unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at ordini@diusapet.com. Returns must be sent to the following address:

DIUSA PET ITALIA S.R.L.
Via Privata Cesare Battisti 2
20122 Milan (MI), Italy

Email: ordini@diusapet.com
Diusa Pet Italia: +39 0382 947500
Online store: +39 0382 1933802 / +39 0382 1933806

If your return is accepted, we will send you a prepaid shipping label with instructions on how and where to send your parcel. Items sent back without first requesting a return will not be accepted.

For any questions about returns, you can always contact us at ordini@diusapet.com.

Damage and issues

Please inspect your order on delivery and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and put it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (e.g. food, flowers or plants), custom products (such as special orders or personalised items) and personal care goods (such as cosmetics). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-day right of withdrawal (European Union)

Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition as when you received it, unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 working days. Please remember that your bank or credit card company may also take some time to process and post the refund.

If more than 15 working days have passed since your return was approved, please contact us at ordini@diusapet.com.