Refund policy

Right of withdrawal (14 days)

In accordance with European consumer rights legislation (Directive 2011/83/EU), you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide any reason.

Return conditions for food products

Due to the perishable and hygienic nature of our pet food products, returns are only accepted if the original packaging has not been opened. This restriction is in accordance with Article 16(e) of Directive 2011/83/EU which excludes from the right of withdrawal perishable goods and sealed goods which cannot be returned for hygiene reasons.

Products eligible for return:

  • Unopened sachets and packaging, in their original condition
  • Undamaged products with all seals intact

Products not eligible for return:

  • Opened sachets or packaging (for hygiene and food safety reasons)
  • Products damaged by the customer
  • Products whose security seals have been broken

Return costs

Return shipping is free for eligible products. We will provide you with a prepaid return label upon request.

However, a restocking fee of 5% of the total amount of your order will be deducted from your refund to cover processing and restocking costs.

How to make a return

  1. Contact our customer service at contact@marnicroc.com within 14 days of receiving your order
  2. Provide your order number and the products you wish to return
  3. We will send you a free return label by email

Refund timeframe

Once your return is received and inspected, we will process your refund within 14 days. The refund will be made using the same payment method as the one used for your purchase, minus the 5% restocking fee.

The time to receive your refund may vary depending on your banking institution (generally an additional 3 to 5 business days).

Product conformity

In accordance with Directive 2019/771/EU on the conformity of goods, if you receive a defective product, damaged during transport or not in accordance with your order, we will proceed with an exchange or a full refund without restocking fees. In this case, please contact us immediately at contact@marnicroc.com with photos of the product concerned.

Contact

For any questions regarding our return policy or to initiate a return:

  • Email address: contact@marnicroc.com
  • Physical address: Esplanade Simone Veil 1, 4000 Liège, Belgium