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How do I return an item?Updated 3 months ago

Revocation Right

You have the right to revoke purchased products within 14 days from delivery. More information about your right of revocation can be found in our revocation policy.

The return shipping costs are covered by the customer / the buyer and will not be reimbursed with the refund. Exceptions are obviously mistakes on our part. In this case we offer you a free return label. For a return, please contact our customer service: [email protected].


Procedure for EU member states

When returning items, please follow these steps:

  1. Pack your return items securely, ideally in the original box and in the same condition in which they arrived. 
  2. Your order number must be clearly stated on the sender's label. Otherwise, orders cannot be clearly assigned. Please send your return to the following address:
    • c/o Active Ants
      Vitomalia Germany GmbH
      Hoeschstrasse 20
      46284 Dorsten
      Deutschland
  3. Use our return form for your shipment. 


Procedure for returns from Switzerland

Switzerland is not part of the EU and requires a separate procedure. Swiss customers do not pay VAT on their purchases from Vitomalia. When importing into Switzerland through the shipping service provider, both customs duties and Swiss VAT will apply. When returning the goods, you can request a refund of customs duties. 

  1. Pack your return items securely, ideally in the original box and in the same condition in which they arrived. 
  2. Send your return as Returned Goods so that you do not have to pay any additional customs duties. For returns from Switzerland, you must fill out a waybill. Click here to fill out the waybill.  
  3. Your order number must be clearly stated on the sender's label. Otherwise, orders cannot be clearly assigned. Please send your return to the following address:
    • c/o Active Ants
      Vitomalia Germany GmbH
      Hoeschstrasse 20
      46284 Dorsten
      Deutschland
  4. Request a refund of customs duties using this form


Exclusion or prior expiry of the revocation right 

Your revocation right is terminated prematurely in the case of contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. 

The revocation right expires prematurely for contracts for the delivery of digital content if we have started fulfillment of the contract after you have expressly agreed so begin performance before the expiration of the revocation period and  confirmed your knowledge of loosing your right of revocation by your agreement with the start of the performance.

Unfortunately, we cannot offer returns in the following cases:

  • For damaged items.
  • If the original packaging is not available,
    • This includes damaged or missing labels,
    • The absence of the dust bag.
  • As soon as any supplies are missing.

Return shipping costs

Shipping costs for returning items are generally borne by the sender. In the following cases, the return shipping costs will be borne by Vitomalia Germany GmbH:  

  • In case of receiving a different item than ordered,
  • In the event of incorrect information provided by the online store,
  • In case of receipt of an item not ordered,
  • In case of receipt of an incomplete product.

Refund value

If the product can be returned, the following refund rules apply:

Full refund at the purchase price:

  • The item is in unopened, undamaged original packaging.
  • Dog collar, dog leash and dog harness: refund of the purchase price, provided that the following conditions are met: No signs of use, labels on the product and original packaging present.

Deduction depending on the condition of the goods (at least 10% or minimum deduction 10.00 €):

  • The item was used (exceptions: fitting).
  • Individual check: item with damaged packaging or item has scratches and / or signs of use.
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