Life Natural Shop

Returns and refunds policy

This policy governs the right of withdrawal, return procedures, and refunds relating to purchases made on the website www.lifenaturalshop.it (hereinafter, the “Website”).

1. Scope of application

The following provisions apply to the Customer who qualifies as a consumer under Article 3 of Legislative Decree No. 206 of September 6, 2005 (Consumer Code), that is, a natural person acting for purposes unrelated to any business, commercial, craft, or professional activity they may carry out.

The professional customer, holding a VAT number and purchasing for purposes related to their business, is not entitled to the right of withdrawal provided for consumers, unless otherwise agreed in writing with Life Pet Care S.r.l. The warranty against defects in the goods sold and the remedies provided for by the Civil Code nevertheless remain applicable.

2. Right of withdrawal

The consumer Customer has the right to withdraw from the contract, without stating any reason and without penalty, within 14 (fourteen) days from the day on which the Customer or a third party designated by the Customer, other than the carrier, takes physical possession of the goods. In the case of multiple goods delivered separately, the period begins on the day on which possession of the last good is taken.

The right of withdrawal is governed by Articles 52 et seq. of the Consumer Code.

3. How to exercise the right of withdrawal

Before the 14-day deadline expires, the Customer must notify us of their decision to withdraw by means of an explicit statement, providing their first and last name, address, order number, order date, date of receipt, and list of products to be returned. At the Customer’s discretion, the notification may be sent in one of the following ways:

• email amici@lifepetcare.it;
• Certified email to lifepetcaresrl@pec.it;
• registered mail with return receipt to Life Pet Care S.r.l., Via dei Boschi, 46 – Badia al Pino – 52041 Civitella in Val di Chiana (AR);
• fax the number +39 0575 416496;
• cancellation type as stated at the end of this notice.

Life Pet Care S.r.l. confirms receipt of the withdrawal request by email at the address used for the order. For assistance with the process, you can write to amici@lifepetcare.it or call +39 0575 411013 on business days.

4. Product returns

The Customer returns the goods to Life Pet Care S.r.l. without undue delay and, in any case, within 14 days from the date on which they notified their withdrawal. The deadline is met if the goods are shipped before the 14-day period expires.

Products must be returned to:

The return must be sent as an insured parcel with postage prepaid. Parcels sent cash on delivery, with postage due, or without prior notice to amici@lifepetcare.it will not be accepted.

Products must be returned intact and unused, except to the extent necessary to establish their nature, characteristics and functioning, complete with original packaging, labels, seals, package inserts and accessories. Dog food and cats must be received with the packaging sealed and in a condition that guarantees their hygiene and safety.

5. Cases in which withdrawal is excluded

Under Article 59 of the Consumer Code, the right of withdrawal is excluded, in particular, in the following cases applicable to products sold on the Site:

• supply of sealed goods that are not suitable for return for hygiene or health protection reasons and have been unsealed after delivery, including animal food packaging whose tamper-evident seal has been removed, broken or tampered with;
• supply of goods that are at risk of deteriorating or expiring quickly, as well as food whose expiration date or best-before date is incompatible with the return period;
• supply of goods packaged or customized to the Customer’s specifications;
• supply of goods that, after delivery, are by their nature inseparably mixed with other goods.

Products returned incomplete, deteriorated, soiled, opened where a seal was required, or otherwise damaged due to an act attributable to the Customer are not refunded. In such cases, Life Pet Care S.r.l. will notify the Customer that the return has not been accepted and, at the Customer’s request, will send the goods back at the Customer’s expense.

6. Return Costs

The direct costs of returning the goods are borne by the Customer, unless the return is due to an error by Life Pet Care S.r.l., a non-compliant or defective product, or a product different from the one ordered. In these cases, the costs of collection or reshipping are borne by the Seller.

The original shipment to the Customer, when provided free of charge within Italy, does not generate a charge to be refunded for this purpose. If the Customer has chosen a delivery method that is different and more expensive than the least expensive option offered, Life Pet Care S.r.l. is not required to refund the additional costs.

7. Refunds

Life Pet Care S.r.l. refunds all payments received for the returned products without undue delay and, in any case, within 14 days from the day it is informed of the decision to withdraw. The Seller may withhold the refund until it has received the goods or until the Customer has demonstrated that they have sent them back, whichever occurs first.

The refund will be issued using the same payment method the Customer used for the order, unless otherwise agreed. If payment was made by card, PayPal, or another electronic payment method, the funds will be credited according to the issuing institution’s processing times, generally within 1 to 10 business days from the refund instruction. If payment was made by bank transfer and Life Pet Care S.r.l. does not already have the IBAN details, the Customer must send them to amici@lifepetcare.it together with the order number.

The Customer is responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This reduction may be deducted from the refund.

8. Damaged, incorrect, or non-compliant products

If the package arrives visibly damaged, the Customer must accept it with a specific reservation with the courier and report the incident to amici@lifepetcare.it within 48 hours of delivery, attaching photographs of the packaging and contents.

If the product received differs from the one ordered, is defective, or does not conform, Life Pet Care S.r.l. will, at its own expense, replace it or, if replacement is not possible or would be excessively costly, issue a full refund of the price and any shipping costs incurred. The Customer must not return anything before receiving written instructions from customer service.

9. Legal guarantee of conformity

The consumer Customer benefits from the legal guarantee of conformity provided for by Articles 128 et seq. of the Consumer Code, lasting 2 (two) years from delivery of the goods. In the event of a lack of conformity, the Customer is entitled to have the goods brought into conformity free of charge by repair or replacement, or, where these remedies are not possible or are excessively burdensome, to a price reduction or termination of the contract, in accordance with the conditions laid down by law.

The warranty does not cover damage resulting from improper use, storage contrary to the instructions on the label, exceeding the expiration date or the best-before date, or normal changes in the food’s organoleptic properties that are consistent with the nature of the product.

10. Data processing

The data provided to manage cancellations, returns, and refunds is processed by Life Pet Care S.r.l. as the Data Controller to fulfill the contract and comply with legal obligations. The full privacy notice is available in the Privacy Policy. For cookies and tracking tools, please refer to the Cookie Policy.

11. Applicable law and jurisdiction

This notice is governed by Italian law. For disputes with consumers, the court with jurisdiction is the court of the place where the Customer resides or is domiciled, if located in Italy. Consumer Customers may also use the European ODR platform at https://ec.europa.eu/consumers/odr.

12. Withdrawal type section

The Customer may copy and send the following text to Life Pet Care S.r.l., Via dei Boschi, 46 – 52041 Civitella in Val di Chiana (AR), or to amici@lifepetcare.it or lifepetcaresrl@pec.it:

Last updated: August 26, 2026. Data Controller and Seller: Life Pet Care S.r.l., Via dei Boschi, 46 – 52041 Civitella in Val di Chiana (AR), VAT No. 01967170513. The Data Controller's contact details listed in the privacy notice: giulio.morelli@lifepetcare.it.