Refund policy
# Return and Refund Policy
We want you and your furry friend to love your new football-themed pet house! Because our products are designed for small pets, we maintain strict hygiene and safety standards, which are reflected in our policy below.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
### Eligibility for a Return
To be eligible for a return, your item must be in the same condition that you received it: **completely unused, free of any pet odor or debris, with all original parts, and in its original packaging**. You’ll also need the receipt or proof of purchase.
**Please note:** Due to animal health and safety standards, we absolutely cannot accept returns on any pet houses or bowls that have been used by an animal.
To start a return, you can contact us at info@benefitivo.com. Please note that returns will need to be sent to the following address:
Pavilnionių g. 10-14, Vilnius, LT-06157, Vilniaus m. sav.
If your return is accepted, we’ll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@benefitivo.com.
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### Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged during shipping, or if you receive the wrong item, so that we can evaluate the issue and make it right. If your 3D-printed pet house arrived with shipping damage, please include photos of both the product and the packaging in your email to info@benefitivo.com so we can expedite a replacement.
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### Exceptions / Non-Returnable Items
Certain types of items cannot be returned:
* **Custom and Personalized Products:** Any customized pet houses featuring specific national team crests, custom colors, or personalized country editions are custom-made to order and cannot be returned or exchanged unless they arrive damaged or defective.
* **Sale Items & Gift Cards:** Unfortunately, we cannot accept returns on sale items or promotional gift cards.
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### Exchanges
The fastest way to ensure your pet gets what they need is to return the unused item you have, and once the return is accepted, make a separate purchase for the new item.
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### European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, **completely unused, unsoiled by any animal, and in its original packaging**. You’ll also need the receipt or proof of purchase. Custom team-crested items are still excluded from this under standard EU custom-goods exemptions.
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### Refunds
We will notify you once we’ve received and inspected your returned item, and let you know if the refund was approved based on its condition. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at info@benefitivo.com.