Refund and return policy

Last updated: 15 May 2025

Animali in Vendita is committed to full transparency and customer protection. This policy explains your rights to refund or return an animal purchased through our platform, as well as the procedures for the 12‑month genetic health guarantee.

1. Right of withdrawal (cooling‑off period)

Under EU consumer law (Directive 2011/83/EU and Italian Consumer Code, D.lgs. 206/2005), you have the right to withdraw from your purchase within 14 days of receiving the animal, without giving any reason. Withdrawal must be communicated in writing to refund@animalinvendita.com or via our contact form.

Exceptions: The right of withdrawal does not apply to:

• Fertile parrot eggs (perishable goods).
• Animals that have been significantly changed or injured after delivery.
• Animals that have already been used for breeding or competition.

If you exercise your right of withdrawal, you must return the animal in the same condition as received. Return shipping costs are borne by the buyer, except when the animal is non‑conforming (genetic disease or misrepresentation). Once we receive the animal in good condition, we will refund the full purchase price (excluding initial shipping costs) within 14 days.

2. 12‑month genetic health guarantee

All animals (puppies, kittens, parrots, reptiles, primates, exotics) come with a 12‑month genetic health guarantee from the date of delivery. This covers:

• Hereditary diseases diagnosed by a licensed veterinarian (e.g., hip dysplasia, PRA, HCM, PBFD, metabolic disorders).
• Congenital defects present at birth.
• Infectious diseases contracted before delivery (must be diagnosed within 48 hours of arrival).

If a covered condition is found, you are entitled to:

• Replacement with another animal of comparable value (if available).
• Full refund of the purchase price (if replacement is not possible).
• Reimbursement of veterinary expenses up to €500 (with prior authorization).

To activate the guarantee, you must provide a detailed veterinary report, photos, and any lab results within 7 days of diagnosis.

3. Return procedure

To return an animal (whether for withdrawal or under the genetic guarantee):

• Contact our returns department at returns@animalinvendita.com with your order number and reason for return.
• We will send you a return authorisation and instructions for safe transport (if the return is due to a confirmed genetic issue, we cover shipping).
• The animal must be returned in a suitable IATA‑approved carrier with food, water, and bedding.
• Once we receive and inspect the animal, we process the refund or replacement within 14 days (for withdrawal) or 30 days (for warranty cases requiring veterinary assessment).

4. Conditions for refund

• Refunds are issued via the original payment method (credit card, PayPal, bank transfer).
• For withdrawal (change of mind) within 14 days, the buyer receives the full purchase price minus any return shipping costs.
• For a confirmed genetic defect, the buyer receives 100% of the purchase price plus reasonable return shipping costs (documented).
• Refunds are not given for injuries or illnesses caused by the buyer after delivery (e.g., accidents, improper feeding, lack of veterinary care).

5. Special conditions for exotic pets and CITES species

For primates, parrots, reptiles, and all CITES‑listed animals, the right of withdrawal is limited to 7 days from delivery, due to the special documentation and veterinary checks required. The animal must be returned with all original CITES certificates. Failure to return the original CITES documents may result in a deduction of up to €200 from the refund.

6. Legal guarantee of conformity

In addition to our contractual guarantee, you also have the legal guarantee of conformity under EU law (2 years from delivery). However, because of the perishable nature of live animals and their rapid change after delivery, we strongly recommend that you use our 12‑month genetic guarantee, which is more generous and faster to process. Your statutory rights remain unaffected.

7. Limitation of liability

Animali in Vendita is not liable for:

• Loss or injury caused by acts of God or force majeure during transport (insurance terms apply).
• Behavioural problems (biting, phobias, destructiveness) that are not linked to a genetic defect.
• Minor imperfections (e.g., slight colour variation, tail length) that do not affect the animal’s health.