Overview
We want you to be happy with your Syorix purchase. If you purchase a standard product directly from the Syorix website and decide that it is not right for you, you may have the right to withdraw from your purchase within the applicable statutory period.
This Returns & Refunds Policy explains how returns, refunds, exchanges, defective products, and custom-made products are handled.
Nothing in this policy limits any mandatory consumer rights that apply to you under applicable European Union or national consumer protection law.
This policy applies to purchases made directly through syorix.eu. Purchases made through Amazon are subject to the applicable Amazon marketplace return, refund, and customer protection policies.
1. Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase of standard goods within 14 days without giving a reason.
For goods, the 14-day period generally begins on the day you receive the goods.
You do not have to provide a reason for exercising your statutory right of withdrawal.
To exercise your right of withdrawal, please contact us at:
Email: info@syorix.eu
Please include your order number and clearly state that you wish to withdraw from the purchase.
You may notify us of your withdrawal by email or by using the applicable statutory withdrawal form.
After notifying us of your withdrawal, you must send the goods back without undue delay and, in any event, within 14 days from the date on which you notified us of your withdrawal, unless applicable law provides otherwise.
2. Return Shipping Costs
If you return a standard product because you have changed your mind, the product does not fit, you selected the wrong size, or you otherwise decide not to keep the product, you are responsible for the direct cost of returning the goods, unless we have expressly agreed to cover those costs.
The return shipping cost will not be deducted from your refund if you arrange and pay for the return yourself.
Please choose a suitable tracked shipping service when returning an item, as you remain responsible for the goods until they reach us.
If we have sent you the wrong product, the wrong size, or a product that does not correspond to your order, we will arrange an appropriate solution and will cover the applicable return shipping costs.
The cost of returning a defective product is the responsibility of the trader where required by applicable consumer protection law.
3. Trying On Pet Clothing
We understand that it is not always possible to determine whether a garment will fit your pet without trying it on.
You may therefore try on standard-size clothing for your pet in order to check the fit and suitability of the product, in a manner comparable to what would reasonably be possible in a physical store.
For example, you may put a raincoat, jumpsuit, or other garment on your pet briefly to check the fit.
However, the 14-day withdrawal period is not intended to provide a 14-day trial or usage period.
For pet clothing, you should not use the garment for normal walks, outdoor activities, training, daily wear, or other regular use before deciding whether to keep the product.
If the garment has been used beyond what is reasonably necessary to assess its fit and suitability, the resulting diminished value may be taken into account when calculating the refund, to the extent permitted by applicable law.
4. Products That Have Been Used or Damaged
Handling or using a product beyond what is necessary to establish its nature, characteristics, fit, and functioning does not in itself remove your statutory right of withdrawal.
However, you may be liable for any objectively justified reduction in the value of the product resulting from such handling or use, to the extent permitted by applicable law.
This may apply, for example, where a returned product:
- has been worn during walks or outdoor activities;
- has been used for normal daily activities or training;
- has substantial pet hair, strong odour, stains, or other clear signs of use;
- has been washed;
- shows signs of prolonged or normal use;
- has been damaged;
- has been altered or modified;
- has had parts added or removed; or
- has been repaired or otherwise changed by the customer.
Where appropriate, the reduction in the refund may reflect objectively justified costs such as cleaning or repair, or the objectively justified loss in value where the product can no longer be sold as new.
Any reduction will be assessed based on the actual condition and diminished value of the returned product. We do not apply an automatic percentage-based penalty or standard restocking fee.
5. Condition of Returned Products
When returning a product, please take reasonable care to ensure that it is returned in a condition that allows us to inspect it.
Where reasonably possible:
- keep the original product labels and tags attached;
- return the product with its original accessories;
- use the original packaging where available;
- protect the product from damage during return shipping.
A product does not need to be completely untouched in order for you to exercise your statutory right of withdrawal.
You may handle and inspect a product to the extent reasonably necessary to establish its nature, characteristics, fit, and functioning, in a manner comparable to what would be possible in a physical store.
However, handling or using a product beyond what is necessary for such inspection may result in a reduction of the refund to reflect any objectively justified diminished value, to the extent permitted by applicable law.
6. Incorrect Items or Incorrect Sizes Sent by Syorix
If we send you:
- the wrong product;
- the wrong size;
- the wrong colour or variation; or
- a product that does not correspond to your order,
please contact us at info@syorix.eu as soon as possible.
We will review the issue and provide an appropriate solution.
Where the problem is caused by an error on our part, you will not be responsible for the return shipping costs.
7. Defective or Non-Conforming Products
If a product is defective, damaged before delivery, or does not conform to the contract or its description, please contact us as soon as possible.
Please provide:
- your order number;
- a description of the problem; and
- photographs or other information that may help us assess the issue.
Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, price reduction, or refund.
Mandatory statutory consumer rights relating to defective or non-conforming goods remain unaffected by this policy.
8. Custom-Made and Personalised Products
Some Syorix products may be offered as custom-made or personalised products, for example clothing made specifically according to a pet’s individual measurements or other specifications provided by the customer.
Where a product is genuinely made to the customer’s specifications or clearly personalised, the statutory 14-day right of withdrawal does not apply where the applicable legal exception applies.
This exception applies to products that are genuinely made according to the customer’s specifications or clearly personalised. It does not apply merely because production of a standard product has started.
Before ordering a custom-made product, please carefully check all measurements and specifications that you provide to us.
Where applicable, the product page will clearly indicate that the item is custom-made or personalised and that the statutory right of withdrawal does not apply.
This does not affect your statutory rights if a custom-made product is defective, incorrectly manufactured, or does not correspond to the specifications agreed with you.
For example, if you provide the correct measurements and Syorix manufactures the product incorrectly, this is not treated as a simple change-of-mind return.
9. Choosing the Wrong Standard Size
We provide size charts and measurement instructions to help you select the appropriate size.
We strongly recommend measuring your pet carefully before placing an order.
If you order a standard size and later discover that the product does not fit your pet, you may exercise your applicable statutory right of withdrawal.
Choosing an incorrect standard size does not make the product defective or non-conforming where the product supplied corresponds to the size selected in your order.
In this situation, where the product itself is correct and corresponds to your order, the cost of returning the product is the customer’s responsibility, provided that we have informed you of this requirement before purchase.
Please contact us before ordering if you are unsure which standard size to choose. We will be happy to help where possible.
10. Exchanges
We may offer an exchange as a customer-service option, subject to product availability.
An exchange is not intended to replace or restrict your statutory right of withdrawal or other mandatory consumer rights.
If you simply need a different standard size, please contact us before returning the product. We will let you know whether an exchange is available and explain the applicable shipping arrangements.
11. Refunds
Once you have validly exercised your right of withdrawal, we will process your refund without undue delay and, in any event, no later than 14 days from the date on which we are informed of your decision to withdraw from the contract.
For returned goods, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
The refund will normally be made using the same payment method used for the original transaction, unless you have expressly agreed to another method and the alternative does not result in additional fees for you.
Where required by law, the refund will include the cost of the least expensive standard delivery option offered by us.
If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional cost above the least expensive standard delivery option.
If the returned product has objectively diminished in value because it was handled or used beyond what was necessary to inspect it, the refund may be reduced accordingly, to the extent permitted by applicable law.
12. How to Return an Item
Please provide:
Order number:
Product(s) being returned:
Reason for return (optional):
Providing a reason is not required when exercising your statutory right of withdrawal.
13. Refunds for Returned Products
After we receive the returned product, we will inspect its condition.
If the product has been returned within the applicable period and there is no reduction in value resulting from handling beyond what was necessary to inspect the product, the applicable refund will be processed in accordance with this policy and applicable law.
If there is an objectively justified reduction in value, we will take this into account when calculating the refund.
We do not apply an automatic percentage-based restocking fee.
14. Products Purchased Through Amazon
This Returns & Refunds Policy applies to purchases made directly through syorix.eu.
If you purchased a Syorix product through Amazon, including Amazon Europe or Amazon US, please follow the return and refund procedure provided by the relevant Amazon marketplace.
Amazon orders are subject to Amazon’s applicable policies and procedures.
15. Your Statutory Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights that apply to you under applicable law.
Consumers in the European Union benefit from statutory rights concerning goods that are defective or do not conform to the contract. These rights include a minimum two-year legal guarantee for goods, subject to applicable national law and any additional rights provided by the law of the country concerned.
If a product is defective, does not conform to the contract, or otherwise fails to meet mandatory legal requirements, your statutory rights remain unaffected.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, or a refund.
Nothing in this policy limits any mandatory consumer protection rights available to you under applicable European Union or national law.
16. Contact Us
If you have any questions about returns, refunds, sizing, or custom-made products, please contact us before returning an item.
Syorix
Email: info@syorix.eu
We will be happy to help you find the most appropriate solution.
Withdrawal Form
Statutory Withdrawal Form
You may use this form to exercise your statutory right of withdrawal. Use of this form is not mandatory. You may also send us another clear statement expressing your decision to withdraw from the contract.
To:
Valeriia Kiis, trading as Syorix
Calle Alcolecha, No. 19, Planta Baja, Puerta C
03014 Alicante, Spain
Telephone: +34 697 672 426
Email: info@syorix.eu
I hereby notify you that I withdraw from my contract of sale for the following goods:
Product(s):
Order number:
Order date:
Date received:
Consumer name:
Consumer address:
Consumer signature:
Signature is required only if this form is submitted on paper.
Date: