Customer guarantee

At Animali in Vendita, we believe that buying a pet should be a joyful and worry‑free experience. Our customer guarantee goes beyond legal requirements: it is our commitment to treating every buyer with fairness, respect, and immediate assistance whenever needed.

1. 3‑months free post‑sale support

Every person who purchases an animal through our platform receives three months of free support from our in‑house team of veterinarians, ethologists, and experienced trainers. This service includes:

• Unlimited email and phone consultations (basic advice on feeding, behaviour, training, and health checks).
• Recommendations for local veterinarians who are familiar with your animal’s species (exotic pets, birds, primates, etc.).
• Access to exclusive care guides and video tutorials for puppies, kittens, parrots, reptiles, primates, and exotics.
• Help with filling out CITES documentation or travelling with your pet.

2. Money‑back satisfaction guarantee

If within the first 14 days after delivery you are not satisfied with the health or the described characteristics of the animal (and the issue is not covered by the health guarantee), you can return the animal for a full refund of the purchase price (excluding shipping costs). This right of withdrawal is offered in addition to the statutory cooling‑off period and is designed to give you extra peace of mind. The animal must be returned in the same condition as delivered.

3. Responsive customer care (24/7)

Our customer support team is available every day, including weekends and holidays, via:

• Email: support@animalinvendita.com (response within 6 hours).
• Live chat on the website (9:00 – 21:00 CET).
• WhatsApp Business (for urgent matters).

We speak English, Italian, German, French, Spanish, and Dutch. All inquiries are handled confidentially and receive a ticket number for follow‑up.

4. Transparent mediation service

In the unlikely event that a dispute arises between you and a breeder (e.g., regarding delivery timing, animal description, or post‑sale obligations), Animali in Vendita offers a free and impartial mediation service. Our legal team will review the contracts, communications, and any evidence. If the breeder is found to be at fault, we will enforce our breeder code of conduct, which can lead to a refund from the breeder’s security deposit or permanent removal from our platform. Mediation is completed within 30 days.

5. Escrow payment protection

We hold all payments in a secure escrow account. The breeder only receives the payment after you confirm, in writing, that the animal has arrived in good health and matches the description (or after the 48‑hour observation period has passed). This eliminates the risk of paying for an animal that is never delivered or that is misrepresented.

6. Cancellation and refund process

If you cancel a purchase before the animal is shipped, you receive a 100% refund within 3 working days (no questions asked). After shipping, the 14‑day withdrawal right applies. Refunds are always issued using the same payment method you used (credit card, PayPal, or bank transfer). No hidden administrative fees are ever charged.

7. Feedback and complaints

We take customer feedback seriously. You can leave a public review of your experience on our platform, and we will never edit or delete negative reviews (unless they contain defamatory language or false statements). For formal complaints, write to complaints@animalinvendita.com. You will receive an acknowledgement within 24 hours and a resolution proposal within 15 days.

8. Our pledge to you

Animali in Vendita is not just a marketplace – we are a community of animal lovers who personally vet every breeder, inspect facilities, and stay by your side after the purchase. If at any moment you feel unheard or unsatisfied, we ask you to give us a chance to make it right. Our customer guarantee is your safety net.