Refund policy

Withdrawal from the contract and return of goods

Under applicable law, you have 14 days to withdraw from a distance contract without giving any reason. If the goods therefore do not meet your expectations, you may send them back to us within 14 days of the day of withdrawal from the contract.

How to withdraw from the contract

  • In your Customer Account: log in to your Account (with a one-time code sent to the e-mail address used for the order, no password), open the order and report a return by selecting the products you want to return;
  • or send an e-mail to sklep@vetfactory.pl, stating the order number and the information about the withdrawal from the contract. You may attach the withdrawal form.

Sending the goods back

Place the packed goods in a carton and seal it well. You may use the carton in which you received the ordered goods.

Return address (courier, post or delivery in person): Multica Group Sp. z o.o., Okunin 21, 05-100 Nowy Dwór Mazowiecki, Poland.

Return via Paczkomat InPost (InPost parcel locker) - InPost Quick Returns (InPost Szybkie Zwroty) service

You may send the goods back at any Paczkomat InPost using the InPost Quick Returns service, quickly and conveniently, 24h/7, without printing a label. Please remember that the dimensions of the parcel may not exceed 41 x 38 x 64 cm and its weight may not exceed 25 kg. The fee for making the return is PLN 10.32 and will be deducted from the amount we refund to you for the returned goods. All returned parcels are insured up to a value of PLN 200.

  1. Prepare the parcel. Pack the returned products securely. You may attach the withdrawal form.
  2. Report the return and collect the posting code. Write to sklep@vetfactory.pl or fill in the form at https://vetfactory.pl/pages/reklamacje. We will send you the return posting code for a Paczkomat InPost.
  3. Post the parcel at a Paczkomat InPost. Write the code you received on the return parcel and post it at any Paczkomat InPost. The refund will be made in accordance with the Terms and Conditions of the store.

Refund

We will make the refund within 14 days of the day on which we were informed of your decision to withdraw from the contract. As a rule, however, it takes less time. The refund will be made using the same payment method that was used for the purchase, and in the case of a traditional bank transfer and cash on delivery payment - to the bank account indicated by the Customer. We may withhold the refund until we have received the goods or until you have provided proof that you have sent them back.

The above procedure is not a condition for exercising the statutory right of withdrawal from the contract and does not limit it in any way.

This Returns Policy applies from 30 October 2026.