Refund policy
1. General Information
This Return and Refund Policy is established in accordance with Directive 2011/83/EU on consumer rights, Directive (EU) 2019/771 on the sale of goods, the Croatian Consumer Protection Act, and the Electronic Commerce Act, and applies to all purchases made via the VetHealth webshop operated by CANNA TRADE d.o.o., VAT ID: HR92172466341.
2. Right of Withdrawal (14-Day Return Right)
Customers have the right to withdraw from a distance purchase within 14 days without providing a reason. The withdrawal period expires 14 days from the day the customer, or a third party indicated by the customer, acquires physical possession of the goods. To exercise this right, the customer must notify us via email at shop@vethealth.hr with a clear statement of withdrawal.
3. Exceptions – Consumable Products (IMPORTANT)
Due to the nature of the products (animal drops – ingestible and consumable products), the right of withdrawal does not apply to products that have been opened, used, or unsealed after delivery, or products that are not suitable for return due to health protection or hygiene reasons, in accordance with Article 16(e) of Directive 2011/83/EU. Due to the nature of the product, we cannot verify storage conditions or handling after delivery. Therefore, returns are accepted only for unopened and sealed products. Once the product seal is broken, return is no longer possible.
4. Conditions for Return
To be eligible for a return, the product must be unused, unopened, and in its original packaging, must not be damaged by the customer, and proof of purchase (invoice or order confirmation) must be provided.
5. Return Process
To initiate a return, the customer must contact shop@vethealth.hr within 14 days of receiving the product, provide the order number and optionally the reason for return, and wait for confirmation and instructions. After approval, the product must be sent to the following return address:
ISTRIAN HEMP SHOP
Ul. Pietra Kandlera 2a, 52440, Poreč, Croatia
Return shipping costs are borne by the customer, unless the product is defective, damaged, or incorrect.
6. Refunds
Once the returned product is received and inspected, the refund will be processed within 14 days using the same payment method as the original transaction. We reserve the right to withhold the refund until the goods are received. We also reserve the right to reduce the refund amount if the product value has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
7. Damaged, Defective or Incorrect Products
If the product is damaged during delivery, defective, or incorrect, the customer must notify us within 48 hours of delivery by contacting shop@vethealth.hr and providing relevant evidence (e.g., photos). In such cases, we offer a replacement or full refund and cover the return shipping costs.
8. Legal Warranty (EU Conformity Guarantee)
All products are covered by a minimum two-year legal guarantee in accordance with EU law. Customers are entitled to repair or replacement, price reduction, or refund if the issue cannot be resolved. This applies only to defects that existed at the time of delivery.
9. Withdrawal Form (Optional)
To exercise the right of withdrawal, customers may use the following template:
“I hereby withdraw from the contract for the purchase of the following goods: [product name], ordered on [date], received on [date]. Name of customer: [name]. Address of customer: [address]. Signature (if submitted on paper): [signature]. Date: [date].”
Submission of this form is not mandatory, and customers may exercise their right of withdrawal by any clear statement sent to shop@vethealth.hr.
10. Important Product Disclaimer
VetHealth products are intended as complementary products for animals. Usage should follow provided instructions. Products are not intended to diagnose, treat, or cure diseases. Results may vary depending on the animal.
11. Contact Information
For all return and refund inquiries:
CANNA TRADE d.o.o.
VAT ID: HR92172466341
IBAN: HR7524070001100703099
Return address: Ul. Pietra Kandlera 2a, 52440, Poreč, Croatia
Email: shop@vethealth.hr