Return

At Fidello we want you to feel confident when ordering from us. If for any reason you are not completely satisfied with your purchase, you may return your item within the return period described below.

Please read the information on this page carefully to understand how returns and refunds work.

return period

You may request a return within 14 days after receiving your order.

To qualify for a return, the item must meet the following conditions:

• the product must be unused
• the product must be undamaged
• the product must be returned in its original packaging
• proof of purchase (such as your order confirmation) must be provided

Items that do not meet these conditions may not be eligible for a refund.

non-returnable items

Certain items cannot be returned.

This includes:

• products that have been used or damaged after delivery
• products that are not in their original condition or packaging
• clearance or sale items, unless the item is defective
• custom-made or personalised products

If you are unsure whether your item qualifies for a return, please contact our customer support team before sending the product back.

how to request a return

If you would like to return an item, please follow these steps.

Step 1 – Contact our support team
Send an email to customerservice@fidello.nl with your order number and indicate that you would like to return the item.

Step 2 – Package the item securely
Please ensure the product is properly packaged to prevent damage during transport. Items that arrive damaged due to poor packaging may not be eligible for a refund.

Step 3 – Send the item to the return address

Return items must be sent using a tracked shipping service to ensure safe delivery.

Return address:

Fidello – Returns
Gor Pets House
Albion Road
West Bromwich
West Midlands
B70 8AX
United Kingdom

return shipping costs

Customers are responsible for the cost of returning items.

If the return is due to an error on our side (for example if the wrong item was delivered or the product is defective), we will cover the return shipping costs and arrange a suitable solution.

damaged or defective items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible.

Please include:

• your order number
• photos of the issue
• a short description of the problem

Once we have reviewed the issue, we will arrange an appropriate solution such as:

• a replacement product
• or a refund if a replacement is not available

refund process

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If the return is approved, your refund will be processed within 5–7 business days and credited to your original payment method.

Please note that depending on your bank or payment provider, it may take a few additional days before the refund appears in your account.

exchanges

If you received a defective or damaged product, we can arrange an exchange.

Please contact us within 14 days of delivery so we can assist you with the replacement process.

questions about returns

If you have any questions regarding returns or refunds, please contact our customer support team.

Email: customerservice@fidello.nl

We are always happy to help and will do our best to resolve any issue quickly and fairly.