Fancy Fur Friends • version 13 October 2026
Below you can read how to withdraw from an order, return a product or report a problem with an item. Fancy Fur Friends is your seller and remains responsible for correct handling, even when Van der Meer physically receives the return.
| Topic | Key information |
|---|---|
| Cooling-off period | 14 days starting the day after you receive the product; for partial deliveries, from receipt of the final product. |
| Return period | 14 days from the day you notify us of your withdrawal. |
| Return costs | Paid by the consumer for a standard withdrawal; paid by Fancy Fur Friends for defective, damaged or incorrectly delivered products. |
| Return address | Van der Meer, Hongkongstraat 71, 3047 BR Rotterdam, The Netherlands. |
| Return form | After notifying us of your return, you will receive the return instructions and, where necessary, the return form. The form helps us process your return quickly, but it is not mandatory. |
1. When does the right of withdrawal apply?
As a consumer, you can generally withdraw from an online purchase without giving a reason. The cooling-off period is 14 days and starts on the day after you, or a third party designated by you who is not the carrier, receive the product.
If one order consists of several products that are delivered separately, the cooling-off period starts on the day after you receive the final product. For a subscription involving products, the period starts on the day after you receive the first product.
2. How to exercise your right of withdrawal.
- Notify us of your withdrawal. Tell us clearly within the cooling-off period that you wish to withdraw from the agreement. You can do this via the online Withdraw order function on our website, by email to info@fancyfurfriends.nl, using the statutory model withdrawal form, or in another clear manner.
- Pack the product carefully. Return the product complete and with all supplied accessories, insofar as reasonably possible. Preferably use the original product packaging if this is necessary to protect the product properly.
- Make the return identifiable. Please include your name and order number with the shipment. After notifying us, you will receive the return instructions and, where necessary, the return form. We recommend including it so that we can quickly match the return to the correct order.
- Stuur zo snel mogelijk terug. Wettelijk moet je het product uiterlijk binnen 14 dagen na je herroepingsmelding verzenden. De verzenddatum is bepalend. Bewaar daarom het verzendbewijs en de track-and-tracecode.
3. Return address
After notifying Fancy Fur Friends of your return, we will send you the practical return instructions. The return shipment is sent to our authorised return recipient:
Van der Meer
Hongkongstraat 71
3047 BR Rotterdam
The Netherlands
Van der Meer receives and registers returns on behalf of Fancy Fur Friends. Your purchase agreement remains with Fancy Fur Friends, and Fancy Fur Friends remains your point of contact for assessment, refunds, statutory warranty and complaints.
4. Return form and reason for return
A return form is not included in the parcel as standard. Notify us of your return using the online withdrawal function or by emailing info@fancyfurfriends.nl. We will then send you the return instructions and, where necessary, the additional return form. We recommend including the form so that we can quickly match the return to the correct order. The form and a reason for the return are not mandatory and do not affect your statutory right of withdrawal.
If you do not include the form, please preferably include at least your name and order number in or on the parcel. If a return cannot immediately be linked to an order, we may ask for additional information. This may delay processing, but does not affect your right of withdrawal.
5. Return costs
For a standard withdrawal, you are responsible for the direct cost of returning the product. These costs depend on the size and weight of the parcel, the carrier and the shipping method you choose. Current rates can be found with the relevant carrier. We inform you clearly about this before you place your order.
If the product is damaged, defective, spoiled, mouldy or incorrectly delivered, please contact us first. If your complaint is justified, we will provide a solution at no cost to you and will reimburse or arrange any necessary return shipment in accordance with our instructions.
6. Handling the product and reduction in value
During the cooling-off period, you may unpack and inspect the product to the extent necessary to determine its nature, characteristics and functioning. Please handle the product and packaging with care.
If you have handled the product beyond what is necessary and this has reduced its value, we may, where legally permitted, deduct the demonstrable reduction in value from your refund. Missing or damaged outer shipping packaging does not automatically mean that a return will be refused. Please package the product securely to prevent damage during transport.
7. Exceptions to the right of withdrawal
The right of withdrawal does not apply only in legally permitted exceptional cases that were clearly communicated before purchase. For the Fancy Fur Friends range, relevant exceptions may include:
- Products that are liable to deteriorate or expire rapidly.
- Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
- Products made to the consumer’s specifications or clearly personalised.
A standard bag of pet food or a seasonal product is not automatically excluded from return. For pet food, an exception only applies if the specific product falls under a statutory exception and this was clearly stated before purchase. Simply opening the shipping box does not affect your right of withdrawal.
8. Damaged, defective, spoiled or incorrectly delivered products
Please check your order when you receive it. We ask you to report visible transport damage or an incorrect delivery preferably within 48 hours via info@fancyfurfriends.nl so that we can investigate quickly. Failing to report the issue within 48 hours does not affect your statutory rights.
Please preferably include your name, order number and a short description of the issue. Photos of the product, damage, packaging, label, best-before date and, for pet food, the batch or lot number can help us assess the complaint more quickly, but are not mandatory in every case.
In the event of mould, spoilage, contamination or a possible safety issue, do not continue to use or feed the product. Keep the product and packaging where possible and contact us immediately. Fancy Fur Friends will assess the complaint and remains responsible for providing an appropriate remedy in accordance with the law. Any internal reporting deadlines used by our supplier do not limit your statutory rights.
9. Refunds
After a valid withdrawal, we will refund all payments received from you, including the cost of the least expensive standard delivery method offered by us if you withdraw from the entire order. Any additional costs resulting from a more expensive delivery method chosen by you will not be refunded. If you only return part of your order, the original delivery costs do not have to be refunded.
We will issue the refund no later than 14 days after receiving your notice of withdrawal. We may withhold the refund until we have received the product or until you provide evidence that you have sent it back, whichever occurs first.
The refund will be made using the same payment method you used for the original order, unless you expressly agree to another method that does not involve any additional costs.
10. Exchanges
Would you like a different size, colour or version? You can withdraw from the original product in accordance with this Returns Policy and place a new order. If a product has been delivered incorrectly or is defective, please contact us first. In that case, the statutory remedies for defective products apply at no cost to you
11. Relationship with our Terms & Conditions
This Returns Policy provides practical information alongside the Terms & Conditions of Fancy Fur Friends. If there is any conflict, mandatory consumer protection law takes precedence. Nothing in this policy limits your statutory right of withdrawal, statutory warranty rights or any other rights you have as a consumer.
12. Contact
Questions about withdrawal, returns, damage, spoilage or warranty can be sent to info@fancyfurfriends.nl. Please include your name and order number where possible. Our other company and contact details can be found on our Contact page and in our Terms & Conditions.
Retour verzenden via PostNL
Heb je de retour bij Fancy Fur Friends gemeld? Dan ontvang je van ons de retourinstructies en een herkenbare retourreferentie. Bij een gewone herroeping betaal je de verzendkosten rechtstreeks aan PostNL.
- Verpak het product zorgvuldig en maak oude verzendlabels onleesbaar.
- Koop een verzendlabel via PostNL online, in de PostNL-app of bij een PostNL-punt.
- Adresseer het pakket aan: Van der Meer – retour Fancy Fur Friends, Hongkongstraat 71, 3047 BR Rotterdam.
- Doe in het pakket een briefje met je naam en bestelnummer, zodat de retour aan de juiste bestelling kan worden gekoppeld.
- Bewaar het verzendbewijs en de track-and-tracecode. Stuur de code bij voorkeur naar info@fancyfurfriends.nl.
Is het product beschadigd, defect of verkeerd geleverd? Stuur het dan niet op eigen kosten terug, maar neem eerst contact met ons op. Bij een gegronde klacht verzorgen of vergoeden wij de noodzakelijke retourzending.
