Return & Refund Policy
Last Updated: June 28, 2026
At Foterwa, we prioritize the satisfaction of you and your pets. We understand that choosing the right supplies is important. If you are not completely satisfied with your purchase, our policy is designed to make the return process clear and straightforward.
1. RIGHT OF WITHDRAWAL (EU CONSUMERS)
In accordance with European Union consumer protection regulations, customers residing in the European Economic Area (EEA) have the legal right to cancel their order within 14 days of receipt, without providing a reason.
Period: The 14-day window begins from the day you (or a third party you designate) physically receive the goods.
Procedure: To exercise this right, please notify us at office@foterwa.com with your order number.
2. RETURN ELIGIBILITY
To qualify for a return, your items must meet the following criteria:
Timeframe: Notified within 14 days of delivery, and items returned within 14 days of your notification.
Condition: Items must be in original, unused, and undamaged condition.
Packaging: Must be returned in the original packaging with all labels and tags attached.
Hygiene Standard: For safety and hygiene reasons, items such as pet bowls or toys must be unused and free of pet hair, odors, or damage. We reserve the right to refuse returns that appear used or unsanitary.
3. NON-RETURNABLE ITEMS
For hygiene and safety reasons, the following items are generally ineligible for return:
l Used or damaged pet supplies (toys, bowls, etc.) showing signs of chewing, scratching, or exposure to pet fluids.
l Customized or personalized pet products.
l Items marked as "Final Sale."
l Gift cards or promotional free gifts.
4. RETURN PROCESS
Please follow these steps to ensure your request is handled promptly:
1.Contact Us: Send an email to office@foterwa.com with your Order Number and the details of the items you wish to return.
2.Authorization: Wait for our customer service team to review your request. We will provide you with official return instructions and the valid Return Mailing Address.
Note: Do not ship items to the address on the original parcel, as it may not be our returns facility.
3.Shipment: Pack your items securely to prevent transit damage. We strongly recommend using a trackable shipping service and retaining your tracking number as proof of postage.
5. RETURN SHIPPING COSTS
l Except in cases of defective, damaged, or incorrect items, the customer is responsible for all return shipping costs.
l Shipping fees incurred during the initial purchase are non-refundable.
6. REFUNDS
l Processing: Once we receive and inspect the returned item(s), we will notify you of the outcome.
l Timeline: Approved refunds are processed within 72 hours of arrival at our facility. Please allow 5–10 business days for the credit to appear on your original payment method, depending on your banking institution.
l Missing Refunds: If the timeframe passes and you have not received your funds, please contact your card issuer or bank first, as they often have specific processing times.
7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a product that is damaged, defective, or incorrect, please contact us within 7 days of delivery.
l Required Info: Email office@foterwa.com with your order number, a brief description of the issue, and clear photos/videos showing the problem.
l Resolution: Upon verification, we will provide a prepaid return label (or reimburse the return shipping cost) and offer you the choice of a full refund or a free replacement.
8. EXCHANGES
We do not facilitate direct exchanges. To obtain a different item, color, or size, please return the original item for a refund and place a new order. This ensures faster processing and product availability for you.
9. ORDER CANCELLATIONS
Orders can be cancelled only before they are dispatched. If your order has already been processed and shipped, it must follow the standard return procedure described above upon arrival.
10. CONTACT US
If you have any questions or require assistance with your return, please reach out to us:
Company: Trevano Solutions S.R.L.
Email: office@foterwa.com
Subject Line: "Return Request - Order #[Your Order Number]"