Returning an Item

Is an item unsuitable for your dog, cat, horse, or yourself? Don’t worry, Instinct Vagabond makes product exchanges easy!

In accordance with Article L. 121-18.4° of the French Consumer Code, you have the right to withdraw from your purchase within fourteen calendar days (including Sundays and public holidays) to return the products to us.

Procedure to Return an Item

If you'd like to return an item (due to size issues, an undesirable color, etc.), here’s how to proceed:

1. Log into your customer account and access your order history,
2. Select the order containing the product you want to return,
3. Select the product(s) you wish to return by ticking the box next to their names,
4. Specify the quantity of the product(s) to return (if more than one unit of the same product is being returned),
5. Provide an explanation (in the "Return of Goods" section) to indicate the reason for your return,
6. Print and complete the withdrawal form and include it with the return parcel,
7. Carefully pack the items for return.

Right of Withdrawal Period

Refund:

• Timeframe: 14 days after receipt,
• Method: You must return the unused item, intact, in resaleable condition, and in its original packaging (return shipping costs are at your expense, in accordance with Article L.121-20-1 of the Consumer Code).
• In case of a refund: we will refund the price of the product(s) and the standard shipping fees (if you paid them), but no more than the standard shipping cost, within fourteen days after the date you exercised your right. If you return only part of the order, the flat-rate shipping charges will not be refunded. (Reference: Distance Selling: Consumer Right of Withdrawal - Legal and Administrative Information Directorate, Directorate General for Competition, Consumption, and DGCCRF).

Store Credit: If you prefer a store credit, simply request it in the "Explanation" box under the "Return of Goods" section. You will receive a credit to be applied to your next order.

Exchange:

• Timeframe: 14 days after receipt,
• Method: You must return the unused item, intact, in resaleable condition, and in its original packaging,
• Return shipping fees: the exchanged item will be sent back to you with a €5 contribution towards shipping and packaging costs, payable via PayPal to infos@instinctvagabond.com. If the new item is more expensive than the one returned, please add the price difference to this amount.

Note on the Withdrawal Period: The 14-day period starts the day after delivery of the goods. If the period ends on a Saturday, Sunday, or public holiday, it is extended until the next working day.

Non-returnable and Non-refundable Items

• Perishable products (such as supplements, treats, etc.) are not accepted for return or exchange. Please ensure you select them carefully when placing your order.
• Personalized or custom-made products cannot be returned or exchanged.
• Items damaged by the animal, such as toys, cannot be returned and are not eligible for compensation. No toy is considered indestructible.

If you have questions about a product, please send us an email through our Contact Form, and we’ll be happy to assist you.

Defective Items

The Instinct Vagabond team takes great care to inspect your items before shipping. However, if any product is defective, please contact our after-sales service at sav (at) instinctvagabond (dot) com.

Modification of Return Conditions

Instinct Vagabond reserves the right to modify these return conditions in compliance with current legislation.