Returns Conditions and Right of Withdrawal InnoPet

InnoPet B.V., version September 2026

These returns conditions apply to purchases via innopet.pet and belong with articles 6 to 10 of our general terms and conditions.

1. In short

At InnoPet you have a 30-day cooling-off period after receiving your order. By law this is 14 days; we extend it to 30 days in total, for all products. You may inspect and try the product as you would in a shop. If you do not want to keep it, you notify us of your return via our returns portal, pack the product properly and hand it in to the carrier within 14 days of your notification. The return costs are for your account, unless the product is defective or was delivered incorrectly. We refund you within 14 days after we have received your return in our warehouse.

2. Cooling-off period: 30 days

1. The cooling-off period starts on the day after you, or someone you designated, receive the product. If you order several products in one order, the cooling-off period starts after receipt of the last product.
2. The 30 days apply to all products in our webshop: pet strollers, bike trailers, soft crates, trolleys, bags, accessories and spare parts. Sale items can also be returned.
3. If you notify us of your return within 14 days, you are exercising your statutory right of withdrawal. If you notify us between day 15 and day 30, you are using InnoPet’s additional return right. The same conditions apply in both cases.
4. You do not have to give a reason. We do ask for one in the returns portal because it helps us improve, but you may skip that field.

3. What may you do with the product?

1. You may inspect and try the product as you would in a shop. You may unpack it, assemble it, fold it, roll it around indoors and let your dog get used to it.
2. If you use the product outdoors, or use it for longer than necessary, this goes beyond what is needed to assess the product. You can still return it, but we may charge for the diminished value. How we assess that is explained in chapter 8.
3. Keep the original packaging until you are sure you are keeping the product. If you have already thrown the box away, see chapter 9.

4. How to return: step by step

Step 1. Register your return in the returns portal. Go to our returns portal: https://innopetnl.shipping-portal.com/rp/. You need your order number, your e-mail address and the details from your shipping e-mail. Select the products you want to return. The returns portal is our online withdrawal function: by confirming, you have validly notified us of your withdrawal. Prefer not to use the portal? You can also complete the model withdrawal form (annex 1) and e-mail it to support@innopet.nl, or send us a clear e-mail stating that you withdraw from the contract. 

Step 2. You receive a confirmation. Immediately after your notification you receive an e-mail confirming the content, date and time of your notification. Keep that e-mail.

Step 3. Pack the product carefully. Preferably use the original box and the original inner packaging. Make sure all parts and accessories are included: wheels, rain cover, safety harness, cup holder, bicycle coupling and everything else that was in the box. You are responsible for adequate packaging. We may charge you for damage caused by insufficient packaging.

Step 4. Stick the return label over the old label and hand in the parcel. You receive the return label by e-mail after you have confirmed the return in the portal and paid the return costs. Stick the label over the old shipping label so that only one barcode is visible. Hand in the parcel at a drop-off point of the carrier you selected in the portal. Do this within 14 days of the day of your notification. Keep the proof of postage until your refund has been received: it shows that you returned the product on time.

Step 5. Receipt, assessment and refund. As soon as your parcel has been received in our warehouse, we assess it and refund you within 14 days of receipt. By law, we may withhold the refund until we have received the product back or until you have supplied evidence of having sent it back. If you send us the carrier’s drop-off receipt, we refund no later than 14 days after the day of your notification, even if the parcel is still on its way at that moment. If something is not in order, we contact you first.

5. Return costs

1. The cost of returning the product is for your account. The amount depends on the country you ship from and on the carrier. You see the exact amount in the returns portal before you confirm your return, and you pay it directly in the portal.
2. We pay the return costs if the product arrived defective or damaged, if we delivered the wrong product or if you make a warranty claim. In that case, first report it via support@innopet.nl with photos, and we will send you a free return label. Do not use the paid returns portal for these situations.
3. If you send a parcel to us unpaid or without registering it, we cannot accept it or processing might take longer then 14 days.

6. Refund

1. We refund the purchase price of the returned products, plus the delivery costs you paid for the outbound shipment if you return the complete order. If you chose a more expensive shipping method than our standard delivery, we do not refund the additional costs. If you return part of your order, the outbound delivery costs remain for your account.
2. We refund using the same payment method you used for your order. If you paid with Klarna, we adjust the Klarna invoice; Klarna informs you about this. We do not charge any fee for refunds.
3. If you choose an exchange or a gift voucher in the returns portal, we process it according to your choice. You can always choose a refund instead.
4. If there is diminished value (chapter 8), we deduct it from the refund. You receive an e-mail explaining this, with photos.

7. Exchanges

We do not offer exchanges. Simply return the product you do not want to keep and place a new order for the product you would like; that way you do not have to wait for your return to reach us. We refund the amount of the returned product as soon as your return has been processed, and no later than 14 days after we have received it.

8. Diminished value: how we assess a return

We assess every return in the same way. We check whether the product is complete, whether it is clean and whether it has been used in a way that goes beyond inspecting and trying as in a shop. We always take photos and explain any deduction to you by e-mail. If you disagree with the assessment, you can respond within seven days and we will look at it together.

Condition of the product	Deduction
Complete and clean, only unpacked, assembled and tried indoors; packaging may be opened	No deduction
Light signs of use that can be removed by cleaning, such as hair, dust or light stains	10% to 20% of the purchase price
Clear signs of use, such as outdoor use, dirty or damaged wheels, scratches, odour, wear or deformation of the fabric	30% to 50% of the purchase price
Damaged or no longer saleable as new, or parts and accessories missing	The repair costs or the price of the missing parts, up to a maximum of 100% of the purchase price

A missing original box is in itself not a reason for a deduction, as long as the product arrives well packed and undamaged.

9. No original box?

You may use another box. Choose a sturdy box that is large enough, fill empty space so the product cannot move and protect the frame and the wheels. Feel free to ask us for packing tips via support@innopet.nl. If the product arrives damaged because the packaging was insufficient, we may charge you for that damage.

10. Return address

InnoPet B.V., Overijsselhaven 3-3A, 3433 PH Nieuwegein, the Netherlands. Only send a return after registering it in the returns portal or after agreeing it with our customer service, using the label you received from us. You can also hand in a return at our premises by appointment.

11. Defective, damaged or wrong product?

Did your product arrive damaged, is something not working or did you receive the wrong product? Then do not follow the return procedure in this document, but contact us directly via support@innopet.nl with your order number and photos. We will resolve it for you under the legal guarantee and our warranty conditions, and the costs are for us.

12. Purchase in our showroom

If you bought a product in our showroom in Nieuwegein, the statutory right of withdrawal does not apply, because you were able to assess the product on the spot. As a service, we also offer a 30-day return right in that case, under the conditions in this document.

13. Exceptions

Products made specially for you or personalised cannot be returned. We always state this with the product before you order. Business orders are not covered by these returns conditions.

14. Questions?

Our customer service is happy to help: support@innopet.nl, +31 (0)85 079 60 12, or via our help centre at http://service.innopet.nl.

Annex 1. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract and you are not using the returns portal for that.

To: InnoPet B.V., Overijsselhaven 3-3A, 3433 PH Nieuwegein, the Netherlands, support@innopet.nl

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Order number:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

E-mail address:

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.