How to complain about goods purchased from us?

There are two options for filing a complaint:

1. In person at our store

You can easily handle your complaint in person at our Pluto store at:

Janovského 995/52
170 00 Prague 7 — Holesovice

Our colleagues will sort everything out with you on site.

2. Sending goods for complaint
If you prefer to send your complaint by mail, please proceed as follows:

a) Fill out the complaint form https://docs.google.com/document/d/1MT1ea_XnKSpwafdz1tyYrfaih7hngSHtsh0FdhftZ3g/edit?usp=sharing
b) Attach a copy of your proof of purchase (receipt or invoice proving your purchase on our e-shop)
c) Pack the goods carefully

And send it together with the form and a copy of the document to the address:

Pluto
Janovského 995/52
170 00 Prague 7 – Holešovice

Important information

• Complaints are possible within 24 months from receipt of the goods (or until the expiration date, if indicated).
• After receiving the claimed goods and form, we will confirm receipt of the claim by email.
• The statutory deadline for handling a complaint is 30 days. However, we always strive to handle complaints as quickly as possible, and we will inform you about this.
• The claim does not apply to wear and tear caused by normal use.

The complaints procedure is part of the terms and conditions.

Returning goods from pluto.pet — how to do it?

Return period

You have 14 days from receipt of the parcel to return the goods without giving a reason. You can return Christmas purchases made in December until January 15 of the following year.

Conditions for accepting returned goods

In order for us to accept the return of goods, the following conditions must be met:

• the goods must be unused, undamaged and without signs of wear (e.g. hair, odor, scratches, etc.),
• the goods must be complete (including tags, packaging and gifts with the order, if they were included),
• The returned goods must be sent or delivered in person no later than the 14th day after receipt,
• do not send cash on delivery – we cannot accept such a shipment,
• attach a copy of the invoice or other proof of purchase,
• We recommend that you also enclose a completed withdrawal form.

Step-by-step return procedure

1. Inform us

Please write to us at store@pluto.pet that you wish to return the goods. We would be happy if you also write to us the reason for the return - this will help us improve our products and services.

2. Carefully pack the shipment
Pack the goods so that they are not damaged during transport. Don't forget to attach documents and the return form - https://docs.google.com/document/d/1JKnK3cFeFUJJ6yvMpIynPJUQM2adRaRJo8Wbamn9qrA/edit?usp=sharing .

3. Send as a registered package or bring the goods to this address:

Pluto
Janovského 995/52
170 00 Prague 7 – Holešovice

4. Refund
Once we receive and inspect the returned goods, we will refund you the purchase price including shipping costs (unless you have chosen a more expensive shipping option than our standard shipping option).

We will send you the money in the same way you paid, no later than 14 days after receiving your notice of withdrawal, but usually sooner - approximately 10 working days after delivery of the goods.

We do not cover the postage associated with returning the goods back to us.

Exchange of goods from a brick-and-mortar store

For goods purchased in our brick-and-mortar stores, we allow the exchange of undamaged and unused goods for other goods or a gift voucher within 10 days of purchase.

Exchange is only possible if the goods are in their original condition - clean, unused, with all original tags and packaging, if included.

For hygiene reasons, opened or used cosmetics (e.g. shampoos), food, treats and other foods cannot be exchanged. Thank you for your understanding.