Terms & Conditions

1. General
2. About us
3. Your customer account
4. Conclusion of contract
5. Managing your subscription and your orders
6. Prices and payment terms
7. Our products
8. Delivery and shipping terms
9. Contract term, termination, warranty, refund
10. Money-back guarantee
11. Discount offers
12. Our liability
13. Indemnification for infringement of third-party rights
14. Applicable law
15. Alternative dispute resolution
16. Right of Withdrawal

1.1. These General Terms and Conditions (hereinafter "GTC" or "Terms") of HelloBello Tiernahrung GmbH (hereinafter "Seller" or "we", "us") apply to all contracts that a consumer or entrepreneur (hereinafter "Customer" or "you") concludes with the Seller with regard to the goods and/or services presented by the Seller on its website. The inclusion of the Customer's own terms and conditions is hereby rejected, unless otherwise agreed.

1.2. These GTC apply accordingly to contracts for the supply of vouchers, unless expressly provided otherwise.

1.3. Depending on the Seller's product description, the subject matter of the contract may be either the purchase of goods by way of a one-off delivery or the purchase of goods by way of a continuous delivery (hereinafter "Subscription"). In the case of a Subscription, the Seller undertakes to deliver the contractually owed goods to the Customer for the duration of the agreed contract term at the contractually owed time intervals.

1.4. Please read these GTC carefully. If you do not agree to these Terms, please do not use our website, do not set up an account, do not enter any information via the website and do not order any products from us online. Please note that you must accept these GTC if you wish to order products from us.

1.5. We reserve the right to amend these GTC. Each time you use our website or wish to purchase products from us, please read the current version to ensure that you agree with the Terms applicable at that time. If you have an active Subscription with us and do not agree to subsequent changes to these Terms, you must cancel your Subscription. Information on cancellation can be found under point 9.

2.1. Who operates the website
www.hellobello.at is a website (hereinafter "Website") operated by HelloBello Tiernahrung GmbH, a company registered in Austria under company number FN 518903 v with its registered office at Garnisongasse 4/11, 1090 Vienna and VAT identification number: ATU74738956.

2.2. How to contact us
If you are in Germany, you can contact us by writing to us at support@hellobello.de, calling us on (+49) 8041 4349 004, or getting in touch via live chat, via WhatsApp or by submitting the form on the website.

2.3. How we may contact you
Order processing and communication usually take place by email and automated order processing. You must ensure that the email address you provide for order processing is correct so that emails sent by us can be received at this address. In particular, when using SPAM filters, the Customer must ensure that all emails sent by the Seller or by third parties commissioned by the Seller to process orders can be delivered.

2.4. Changes to the website

We reserve the right to make changes to the website. We do not guarantee that our website or its content will always be available. For business and operational reasons, we may suspend, withdraw or restrict the availability of all or part of our website. We will try to inform you in good time of any major changes, suspensions or withdrawals.

3.1. Registration of the customer account
To purchase our products and/or use our services, you must register with us using the procedure described on the website. By registering with us, you create a user account (hereinafter "Customer Account") and a unique username with associated information for you and your dog(s). This gives you access to various functional areas in the Customer Account, where you can edit and add information and purchase products from us.

3.2. Your account details
You must ensure that the details of your Customer Account, including your username, password or other information, are treated confidentially and securely. You must not pass them on to third parties. You must also ensure that all data you provide to us in connection with your Customer Account is complete and correct, as otherwise this may impair our ability to provide the ordered products.

3.3. Deactivation of your customer account
We have the right to deactivate your Customer Account at any time if, in our reasonable opinion, you have breached any of the provisions of these Terms.

3.4. Unauthorised access
Your Customer Account is not transferable and you may not assign or transfer your Customer Account to another person. If you know or suspect that someone other than you is using your Customer Account without your consent, you must notify us immediately by contacting us as described under 2.2. 

3.5. Changes to your customer account
You are responsible for all changes you make yourself within your Customer Account (including changes to the data about your dog, changes to the Subscription plan, the postal address and the delivery intervals). All changes that we are to make to your Customer Account at your request are also subject to your review and approval.

You must be over 18 years old Our website is intended only for users over 18 years of age. By registering a Customer Account with us, you confirm that you are at least 18 years old.

4.1. Contract offer
Before bindingly submitting the order via the Seller's online order form, the Customer can identify possible input errors by carefully reading the information displayed on the screen. An effective technical means of better identifying input errors can be the browser's zoom function, which enlarges the display on the screen. Within the electronic ordering process, the Customer can correct their entries using the usual keyboard and mouse functions until they click the button that completes the ordering process.

4.2. Acceptance of the offer
You will receive an order confirmation from us after placing your order. We will accept your offer within 5 days at the latest, either

• by sending you an order confirmation in text form (by email), whereby receipt of the order confirmation by you is decisive, or
• by delivering the ordered goods to you, whereby receipt of the goods by you is decisive.

If several of the above alternatives apply, the contract is concluded at the time when one of the above alternatives first occurs. If we do not accept your binding offer, this is deemed a rejection of the offer, with the consequence that you are no longer bound by your declaration of intent.

The contract can only be concluded in German.

5.1. Our subscription service
If you have concluded a contract with us for the delivery of one or more products as a Subscription, these products will be provided to you regularly at the intervals you specify in accordance with these GTC.

5.2. Deadline for changes to orders under existing subscriptions (cut-off date and time)
Requested changes to scheduled orders of Subscription products must be entered in your Customer Account before the cut-off date and time so that they take effect for the next scheduled delivery. 

Cut-off date & time: always on the Sunday at 11 pm CET before your scheduled delivery (except for shipping in calendar week 52)
We reserve the right to change the date and time of the cut-off and will inform you of this change. After this deadline, you can no longer make any changes to your order, including but not limited to cancellations, address changes, payment details and scope of delivery.

You can either make the changes yourself in your Customer Account or contact us as described in point 2.2. All change requests received by email by the cut-off date/time will take effect in time for the next scheduled delivery.

5.3. Order confirmation, invoice, shipping confirmation
After your order has been placed, we will send you an order confirmation by email. When the goods are shipped, you will also receive a shipping confirmation by email, which contains, among other things, a link to download the PDF invoice. In addition, every order is archived in the Customer Account and can be accessed by you via your Customer Account.

5.4. Products without a subscription
We make some products available to you on the website that you can also purchase without a Subscription. These products are sold on the same basis as our Subscription products and are subject to these GTC.

5.5. If we cannot accept your order
If we cannot accept your order, we will inform you of this and may not charge you for the product. Reasons for this may include, for example, the product being out of stock, our resources being unexpectedly limited, or an error in our pricing or product description.

6.1. Prices
Unless otherwise stated in the product description, the prices stated are total prices including statutory VAT. Any additional delivery and shipping costs are stated separately in the respective product description. Any changes to the purchased product that you make via your Customer Account may change the price of your order. We will show you this price as soon as you have submitted these changes.

6.2. Payment options
Various payment options are available to you, which are stated on the website during the ordering process.

• If you select the "credit card" payment method via Stripe, the invoice amount is due immediately upon conclusion of the contract. Payment is processed via the payment service provider Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland (hereinafter: "Stripe"). Stripe reserves the right to carry out a credit check and to refuse this payment method if the credit check is negative.

• If you select a payment method offered by PayPal, payment is processed via the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg (hereinafter: "PayPal"), subject to the PayPal terms of use, available at PayPal terms of use or – if the Customer does not have a PayPal account – subject to the terms for payments without a PayPal account, available at Terms for "Payments without a PayPal account" . If the Customer pays using a payment method offered by PayPal that can be selected in the online ordering process, the Seller hereby declares acceptance of the Customer's offer at the point in time when the Customer clicks the button that completes the ordering process

• If you select a payment method offered via the payment service "Shopify Payments", payment is processed by the payment service provider Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland (hereinafter "Stripe"). The individual payment methods offered via Shopify Payments are communicated to the Customer in the Seller's online shop. To process payments, Stripe may use other payment services, for which special payment terms may apply, to which the Customer may be referred separately. Further information on "Shopify Payments" is available on the internet at Shopify Payments Terms of Service - Germany .
  
  
  

6.3. Payment for your order

• It is your responsibility to ensure that the details of your payment method are valid and up to date. If your payment instruction cannot be executed due to insufficient funds, incorrect or outdated payment details or any other reason, we reserve the right not to deliver your order. We reserve the right to process the failed payment again via the specified payment method or via an additional payment method that you have in your account.
  
• If we have delivered an order for which payment has not been received, we reserve the right to collect the claim in another way, either directly or through a third party. We reserve the right to suspend or cancel future orders as long as payments are still outstanding. If amounts due are not paid on time, we reserve the right to charge additional reminder fees.
  
• We are entitled to suspend performance of the contract, including the delivery of orders, as long as the Customer has not fully met their payment obligations.

7.1. Products may differ slightly from the images on the website or in our emails
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. 

7.2. Product packaging may vary
The packaging of the product may differ from that shown in the images on our website. In addition, the exact weight of each individual item may differ slightly from the weight stated on the packaging.

7.3. Our ingredients
We use natural ingredients to produce our food. The ingredients and production methods we use to make the products may change from time to time for business or operational reasons. We reserve the right to make minor changes to the product without prior notice and at our sole discretion.

7.4. The composition of the menu plan per subscription
To determine the composition of your menu plan, we use the information you provide as a basis. Due to changed and improved recipes, the proportions or ingredients may also change during the subscription period. For example, we may vary the individual items in an order to increase or decrease the number of beef, chicken or pork recipes sent to you at our own discretion. In some cases we may substitute different cuts of meat with the same protein, which may lead to an increase or decrease in the total energy content intended for these products.

7.5. Changes to the products
We may change the product over time, e.g. to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements. These changes will not affect your use of the product. However, we will inform you if it is likely that there will be significant differences or material changes to the product.

7.6. Information on allergens
The products we deliver may contain allergens. Please inform us in writing if your dog has allergies. We try to ensure that your order does not contain any relevant ingredients that trigger the allergies disclosed. It is your responsibility to ensure that the food you give your dog does not cause any adverse reactions. We accept no liability for damage that may occur as a result of allergic reactions of your dog or negative consequences of an allergy.

8.1. How we deliver your order
Your order is delivered by shipping to the delivery address you specified, unless otherwise agreed. The delivery address stated in the Customer Account is decisive for processing.

8.2. Delivery area
We deliver to customers with a delivery address in Austria, Germany and Switzerland. Excluded from this are PO boxes and the following islands in Germany: the East Frisian Islands (Baltrum, Borkum, Juist, Langeoog, Norderney, Spiekeroog, Wangerooge) postcodes: 26465, 26474, 26486, 26548, 26571, 26579, 26757; the North Frisian Islands (Amrum, Föhr, Nordstrand, Pellworm, Sylt, most of the Halligen) postcodes: 25845, 25846-25847, 25849, 25859, 25863, 25869, 25929-25933, 25938-25942, 25946-25949, 25952-25955, 25961-25970, 25980, 25985-25986, 25988-25990, 25992-25994, 25996-25999; Heligoland postcode: 27498; Neuwerk postcode: 27499; Hiddensee postcode: 18565; in Switzerland (Samnaun; that's 2 postcodes)

If one of these postcodes applies to you, please get in touch with us.

8.3. Delivery delays
If you inform us of a delayed delivery whose cause is beyond our control, we will try to take measures to minimise the effects of the delay. However, if there is a risk of significant delay, you can contact us to terminate the contract and receive a refund for all products that you have paid for but not received.

If the Customer acts as an entrepreneur, the risk of accidental loss and accidental deterioration of the goods sold passes to the Customer as soon as the Seller has handed over the goods to the forwarding agent, the carrier or the person or institution otherwise designated to carry out the shipment. If the Customer acts as a consumer, the risk of accidental loss and accidental deterioration of the goods sold generally only passes upon handover of the goods to the Customer or a person authorised to receive them.

For delivery delays beyond our control, we accept no liability for any resulting consequential damage (e.g. loss of use). This does not apply if the delay is due to intent or gross negligence on our part.

8.4. Delays due to incorrect or faulty delivery addresses
The Customer is responsible for providing the correct delivery address. If a delivery was not delivered or was delayed due to an error in the delivery address, we accept no resulting liability for damages. We are unable to arrange a redelivery or change the delivery location of the order once it has been shipped.

8.5. What happens if a delivery cannot be made

If the transport company returns the shipped order to us because delivery to the Customer was not possible, the Customer bears the costs of the unsuccessful shipment. This does not apply if the Customer is not responsible for the circumstance that made delivery impossible or if they were temporarily prevented from accepting delivery, unless the Seller had announced the delivery to them a reasonable time in advance.

8.6. Box packaging
If we recommend a certain type of meal for your dog based on the criteria you have provided, this determines the size of the box in which the products are delivered. Please note that our recommendation and the box size may change over time. Specific factors that influence the box size recommendation include: your dog's age, breed, activity level, weight, body condition and the delivery interval set in the Subscription.

8.7. When we ship your order
For Subscription products, we ship your order in the week after the order has been activated and paid for. Shipping usually takes 1-3 days. You can change when your order is to be activated in your Customer Account. For example, you can postpone it by 1 week. Future deliveries follow a regular schedule that you have selected and can view in your Customer Account. This includes the price of the next order to be shipped and the delivery dates for it. Products that are not part of a Subscription are usually shipped within 3 working days. 

8.8. Our shipping partners & drop-off authorisations

Our partner shipping companies are:

• Austria: Austrian Post
• Germany: FedEx Express, DHL and DPD
• Switzerland: FedEx Express and Swiss Post

By concluding the purchase contract, you generally agree to an automatic drop-off authorisation. This entitles our shipping partners to leave the package in a safe place at the specified delivery address if you are not there in person.

Where necessary for delivery, you must issue a corresponding drop-off authorisation for the respective shipping company used. You need a drop-off authorisation for DHL. We accept no liability for damage to the product as a result of late acceptance if no drop-off authorisation was in place. In this case we also do not cover any costs for returning the goods.

8.9. No self-collection
For logistical reasons, collection from our shipping base is not possible.

8.10. Missing deliveries
Please contact us as described in point 2.2. if no shipment has taken place despite an order.

8.11. After delivery
It is your responsibility to accept the delivery or collect the package from a parcel station as quickly as possible so that the products remain in good condition. At the time your shipping box is packed, the fresh food products are deep-frozen. However, delivery may take place at a different temperature. If on the day of delivery the fresh food products are neither frozen nor cool, please contact us at support@hellobello.de.

8.12. Shelf life of the products
All our food is perishable, and after delivery you must take all necessary steps to ensure that the products are stored in accordance with our recommendations on the packaging. The best-before date can be found on the packaging.

8.13. Reasons why we may suspend or stop delivering products to you
It may happen that we do not ship your order. Reasons for this may include, for example:

• technical problems 
• product adjustments due to legal changes or regulatory requirements

8.14. If we suspend the delivery of products
Reasons for suspending or stopping deliveries may include technical problems or changes to legal provisions and regulatory requirements

In this case we will inform you immediately, and all amounts for orders already activated and paid for that cannot be delivered will be refunded to you.

9.1. Contract term

• In principle, purchase contracts concluded with us for Subscription products are deemed to be concluded for an indefinite period (hereinafter also "Subscription contracts"). Exceptionally – in specifically indicated cases – there may be contractual relationships with a fixed term or relating to a fixed number of agreed deliveries. 
  
• In the case of contractual relationships with a fixed term or relating to a fixed number of agreed deliveries, the contract ends upon expiry of the term or upon dispatch of the agreed deliveries (e.g. one-off orders of non-Subscription products). A separate termination is not required in these cases. Furthermore, the contractual relationship does not renew automatically in these cases.
  
  

9.2. You want to cancel your subscription

• You can cancel your Subscription at any time in your Customer Account (cancellation button). You also have the option of contacting us and arranging a cancellation via our customer service.
  
• If you cancel your Subscription and reactivate it at a later time, the price of your product may differ from the price that applied at the time of cancellation.
• If you cancel your Subscription at a time when your next scheduled Subscription order has already been activated, this order remains in place. If you also want to cancel this order, you must notify us accordingly by the cut-off date/time as per point 5.2. If you cancel your Subscription before your first delivery has been shipped, the order already activated and paid for will still be delivered. The cancellation takes effect from the next scheduled delivery.
• The right to extraordinary termination for good cause remains unaffected. Good cause exists if, taking into account all the circumstances of the individual case and weighing the interests of both parties, the terminating party cannot reasonably be expected to continue the contractual relationship until the agreed end or until the expiry of a notice period.
  
  

9.3. You are not satisfied with the product
We want you to be satisfied with the products you receive from us. If you want to terminate the contract because you are not satisfied, send us an email. Please provide details of the product you are not satisfied with and the reason why. Please do this within 14 days of receiving your product. We may request further information from you about your complaint. If a defect on our part is identified and/or a refund, credit or discount is agreed, we will endeavour to refund the amount to you within 7 days. We reserve the right not to grant your account a refund, credit or discount if we assume that the product you ordered was shipped in a saleable and suitable condition.

9.4. Termination of the contract because of something we have done or are going to do
If you terminate a contract for one of the following reasons, the contract ends immediately and we will refund you the full amount for products not delivered. 

• We have informed you of an error in the price or description of the product you ordered and you do not wish to proceed; 
• there is a risk that the delivery of the products will be significantly delayed due to events beyond our control; 
• we have suspended delivery of the products for technical reasons or inform you that we will suspend it for technical reasons, in each case for a period of more than 60 days; or 
• If you have a legal right to terminate the contract

9.5. Liability for defects (warranty)

If the purchased item is defective, the statutory warranty provisions apply and you have the right to terminate the contract (or to have the product repaired or replaced, or to have a service performed again, or to get some or all of your money back). The Customer is asked to complain to the delivery agent about delivered goods with obvious transport damage and to inform the Seller of this. If the Customer does not do so, this has no effect on their statutory or contractual warranty claims.

9.6. Grounds for termination by the Seller
We may terminate the contract with you in writing at any time if you do not provide us, within a reasonable period after our request, with information we need, for example, to provide the products, details about your dog, confirmation of your account details or your delivery address, or if you do not allow us to deliver the products to you within a reasonable period, or if you are in default with the settlement of outstanding claims.

If we terminate the contract, we will refund all amounts you have paid in advance for products not provided by us, but may deduct the net costs we incur as a result, or charge you reasonable compensation.

We will also terminate the contract if we stop providing the product. We will inform you at least 30 days in advance of the discontinuation of product delivery and refund all amounts paid in advance for products that will not be delivered.

Our money-back guarantee only applies to new customers. You count as a new customer if you do not yet meet any of the following criteria:

• You do not yet have a customer account with us.
• No credit or debit card in your name is registered with us.
• You do not share a delivery address with another customer.

If your dog does not eat a meal from its menu plan that has been ordered and delivered, we will refund you the purchase price for the respective recipe. All we need is a short video as proof.

Please note the following:

• The guarantee applies per recipe ordered and delivered, not to the entire menu plan.
• You must carry out the food switch according to the instructions included with your first order.
• The video must be sent to us within 10 days of receiving the delivery. Unfortunately, we cannot consider videos submitted later.

We reserve the right to deactivate customer accounts if we find that the guarantee is being misused.

11.1. New customer discounts
Any new customer discounts and offers granted are not available to already registered customers unless expressly stated. "Already registered customers" are persons who meet at least one of the following criteria due to a previous registration as a customer with us: 

• an existing customer account
• an address with the payment service provider (Stripe, PayPal) in the person's name 
• an identical delivery address.

11.2. Other offers
Unless otherwise stated, discounts and credits cannot be used in conjunction with other offers.

11.3. Affiliate programme

You can register as an affiliate partner via our partner page https://www.hellobello.at/pages/partner . After you sign up, we review your registration and activate you as a partner. You then receive an individual link and discount code via which we can assign orders from new customers to your account. New customers referred by you receive 40% off their first order. You yourself receive 10% commission on every recurring order of a customer who ordered through you.  

11.4. Redemption of offers
Our products can only be purchased via our website, and a customer account with valid payment and delivery details is required to redeem a free or discounted offer or to redeem account credit.

11.5. Use of our offers
After each discounted offer, you will be charged the full price for subsequent orders until another applicable and valid discounted offer is applied or you cancel active subscriptions and orders with us.

11.6. Offer restrictions
Please note the following with regard to all offers and discounts we provide:  

• All offers are limited to a single subscription unless expressly stated otherwise;
• We may cancel special offers, introductory offers or discounts at any time without prior notice;
• We may, at our sole discretion and for any reason, restrict who may take part in offers;
• Promotional offers and discounts are only available for limited periods;
• Account credits and offers cannot be redeemed for cash;
• Individual products may be excluded from the discount offer if a corresponding restriction results from the content of the specific offer;
• Discount offers can only be redeemed before the ordering process is completed. Subsequent offsetting is not possible;
• Only one discount offer can be redeemed per order.
  The value of the goods must be at least equal to the amount of the discount offer. Any remaining balance will not be refunded by the Seller;

11.7. Misuse of offers

We reserve the right to block customer accounts or pet profiles, prevent outgoing deliveries and/or remove offers from customer accounts if we detect misuse or unfair treatment in connection with offers and/or discounts.

12.1. Our menu plan/food recommendation
You acknowledge that the feeding guides and menu plans we provide are intended as guidance only. It is your responsibility as the pet owner to monitor your dog's weight and condition and to inform us of any changes in weight or condition, as these may affect your tailor-made menu plan. If you have concerns about your dog's weight and condition, please contact your vet. All advice from a HelloBello team member, including our in-house vets or animal carers, is general in nature and not specific to your dog. We always recommend that you speak to your vet, who knows your dog's medical history and can carry out examinations.

12.2. No medical advice
Nothing on our website or communicated to you by us or any of our representatives, including advice from our in-house vets or animal carers, is intended as medical advice, nor should it be understood as such. Please contact your vet if you have concerns about your pet's health.

If, according to the content of the contract, the Seller owes not only the delivery of goods but also the processing of the goods according to certain specifications of the Customer, the Customer must ensure that the content provided by them to the Seller for processing does not infringe the rights of third parties (e.g. copyrights or trademark rights). The Customer indemnifies the Seller against claims of third parties which they may assert against the Seller in connection with an infringement of their rights through the contractual use of the Customer's content by the Seller. The Customer also bears the reasonable costs of the necessary legal defence, including all court and lawyer's fees at the statutory rate. This does not apply if the Customer is not responsible for the infringement. In the event of a claim by third parties, the Customer is obliged to provide the Seller immediately, truthfully and completely with all information necessary for examining the claims and for a defence.

14.1. If the Customer acts as an entrepreneur within the meaning of section 1.2, the law of the state in which the Seller has its place of business applies to all legal relationships between the parties, excluding the UN Convention on Contracts for the International Sale of Goods, and the exclusive place of jurisdiction for all disputes arising from this contract is the Seller's place of business.

14.2. If the Customer acts as a consumer within the meaning of section 1.2, the law of the state in which the Customer has their habitual residence applies to all legal relationships between the parties, excluding the UN Convention on Contracts for the International Sale of Goods, and the exclusive place of jurisdiction for all disputes arising from this contract is the Customer's place of residence.

15.1. The EU Commission provides a platform for online dispute resolution on the internet at the following link: https://ec.europa.eu/consumers/odr
This platform serves as a point of contact for the out-of-court settlement of disputes arising from online sales or service contracts involving a consumer.

15.2. The Seller is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

16.1. Consumers are generally entitled to a right of withdrawal. Further information on the right of withdrawal can be found in our withdrawal policy.

16.2. With the exception of our products from the "Snacks with a Purpose" and "Treats" segments, the products we sell are perishable goods. By law, there is no 14-day right of withdrawal and return for perishable goods. 

16.3. For our products from the "Snacks with a Purpose" and "Treats" segments, we voluntarily extend the statutory withdrawal period to 60 days. During this time you have the right to withdraw from the contract for the purchase of these products without giving any reason.

• The voluntary right of withdrawal begins after the statutory right of withdrawal (of 14 days) has expired and runs for a further 46 days. This gives you a total of 60 days' right of withdrawal (14 days statutory, 46 days voluntary). 
  
• In this case we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within 14 days from the day on which the product was demonstrably returned. For this refund we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund. We may refuse the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. Products in long-life packaging can only be returned and refunded unopened.
  
  

16.4. Your statutory right of withdrawal is not affected by compliance with our rules on the right of withdrawal and remains in place independently of them. Until the statutory withdrawal period has expired, only the statutory conditions set out there apply. The right of withdrawal also does not limit your statutory warranty rights, which remain fully intact.

16.5. For returns, please contact HelloBello customer service in advance to request a return label if necessary.

Contact info:

HelloBello GmbH
Rößlerhofweg 6
94036 Passau
Email: support@hellobello.de
Web: Freshly cooked dog food - HelloBello