Refund policy

MonAnimalGourmet.ch

Last updated: April 2026

Nello Filipe Figueiredo Simoes — Sole proprietorship
Chemin des Pétoleyres 13, 1110 Morges, Switzerland
UID: CHE-179.614.131
Email: contact@monanimalgourmet.ch

1. Right of Withdrawal

In accordance with the Federal Act on Consumer Protection (nFADP / LPCo), you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to state any reason.

1.1 Time Limit

The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), physically takes possession of the last item ordered.

1.2 Exercising Your Right

To exercise your right of withdrawal, notify us of your decision by means of a clear statement:

Email: contact@monanimalgourmet.ch

You may use the withdrawal form available at the bottom of this document, but this is not mandatory.

2. Return Conditions

2.1 Eligible Products

For a return to be accepted, products must:

Be in their original, unopened, and sealed packaging
Show no signs of use or opening
Be returned with all accessories and labels
Be in a condition allowing resale

2.2 Non-Returnable Products

For reasons of animal health and food safety, the following products cannot be taken back or exchanged once their packaging has been opened or the seal broken:

Dry food (kibble, pellets) and wet food (pâtés, cans)
Opened treats and food supplements
Hygiene and care products (shampoos, anti-parasite products, used brushes)
Single-use products
Promotional items and gift cards

These exclusions comply with Swiss consumer protection legislation and the health and safety rules applicable to pet food products.

2.3 Special Cases — Defective or Non-Conforming Products

Products received damaged, defective, or not matching your order may be returned even if the packaging has been opened. In this case, contact us within 48 hours of receipt at contact@monanimalgourmet.ch, attaching photos of the defect and the packaging.

3. Return Procedure

Send an email to contact@monanimalgourmet.ch stating your order number, the products concerned, and the reason for the return.
Wait for our confirmation and shipping instructions.
Send the products back in their original packaging to the address provided to you.
Keep proof of shipment (postal receipt with tracking number).

Items returned without prior accepted request will not be processed.

3.1 Return Shipping Costs

Return shipping costs are the customer's responsibility, except in the case of a defective or non-conforming product, or an error on our part. We recommend shipping with tracking and insurance. Mon Animal Gourmet cannot be held responsible for a parcel lost during return shipment.

4. Refund

4.1 Timeframe

We will inform you upon receipt and inspection of your return. If the refund is approved, you will be reimbursed via your original payment method within 10 business days.

In the event of withdrawal within the legal 14-day period, we will process the refund no later than 14 days after receipt of your notification, subject to recovery of the products or proof of shipment.

4.2 Refund Method

The refund is made via the same payment method used for the purchase (credit card, Apple Pay, Google Pay, etc.), unless otherwise agreed.

4.3 Amount

The refund covers the price of the returned products as well as the original standard shipping costs. Return shipping costs remain your responsibility, except in case of an error on our part.

If more than 15 business days have passed since the return was approved, contact us at contact@monanimalgourmet.ch.

5. Exchange

We do not offer direct exchanges. To obtain a different product, return the item following the procedure above and place a new, separate order.

6. Package Damaged Upon Receipt

If your package shows signs of damage upon delivery:

Refuse the package or accept it with written reservations noted with the carrier
Contact us immediately at contact@monanimalgourmet.ch with photos
Report any damage within 48 hours of receipt

We will proceed with an exchange or full refund depending on the circumstances.

Withdrawal Form (template)
To be completed and returned only if you wish to withdraw

To: Mon Animal Gourmet — contact@monanimalgourmet.ch

I hereby notify you of my withdrawal from the contract for the sale of the following item(s):

Ordered on: _______________
Order number: _______________
Received on: _______________
Product(s) concerned: _______________
Consumer's name: _______________
Address: _______________
Date: _______________

By placing an order on monanimalgourmet.ch, you acknowledge that you have read and understood this policy.