We strive to ensure that our products always meet the expectations of our customers. However, if you are not completely satisfied with your purchase or something went wrong, you have the right to return or make a complaint (granted under the warranty).
If you would like to exchange an item, please return it and then place a new order.
Return
Products purchased in our online store can be returned within 14 calendar days from the date of delivery, without giving a reason. Returned products cannot bear traces of use. The cost of return shipping is covered by you.
Below you will find step-by-step information on how to make a return:
1. Complete and submit the returns form.
Print the form found here: Withdrawal form , then fill it out, print it out and put it in the package along with the products you are returning. You can also send the scanned document to the address sklep@animalisland.eu .
2. Pack the products.
Once you receive the email confirmation, pack the products together with the completed and signed traditional returns form.
The order should be returned in its original packaging. If this is not possible, secure the shipment so that it is not damaged in transit.
3. Ship your parcel.
No later than 14 calendar days from the date you sent us information about your intention to return, send the return package to the following address:
WAREHOUSE A31 (eCommerce Warehouse), Ramp 0
Completion Department
Maria Fołtyn 11
26-615 Radom
The cost of return shipping is covered by you. Please do not send us "cash on delivery" packages - we do not have the technical ability to receive such a package.
Complaint (under warranty)
If your order is defective, you can inform us of your wish to make a complaint under the warranty for physical or legal defects of the product within two years from the date of receipt.
Make a warranty claim if:
- your products arrived damaged (broken, chipped, cracked, etc.),
- your order is incomplete,
- you received a different product than the one ordered.
Products purchased “on invoice” are not subject to warranty.
Below you will find information on the warranty claims procedure:
1. Submission of warranty claims.
You can submit warranty claims in three ways:
- by e-mail, to the e-mail address sklep@animalisland.eu
- in writing to our address Trend Ecommerce Sp. z o. o., ul. Marii Fołtyn 11, 26-600 Radom,
- by phone, +48 721 000 066 .
The report of physical or legal defects should include:
- details of the person submitting the complaint (name and surname, correspondence address, optionally – e-mail address and contact telephone number),
- indication of the reason for the complaint and the content of the request,
- the order number that appears in the order confirmation,
- The original or a copy of the proof of purchase (e.g. receipt or invoice) may make it easier to submit a complaint, but is not necessary to submit it.
We recommend attaching photos of the products being complained about and their packaging (if the complaint is related to damage).
Keep the products you are complaining about until you receive a decision from us regarding your complaint. It would be a good idea to also keep the original packaging until you receive a decision from us regarding your complaint.
2. Consideration of warranty claims.
Claims are considered within 14 calendar days of receipt of the notification, unless a shorter period results from applicable legal provisions.
You will be notified immediately of any missing claims. Together with such notification, we will send you information on how you can correct the missing claims.
We will notify you about the method of handling your complaint by e-mail or letter sent to the address provided in the complaint – depending on how the complaint was submitted.
Warranty claims are considered in the following order:
- first, you can request a repair or replacement of the product,
- then reduce the price of the product or withdraw from the contract.
Remember that you cannot withdraw from the contract if the lack of conformity of the product with the contract is immaterial.
If you request the exchange of the Product or removal of the defect or submit a declaration of a price reduction, specifying the amount by which the price is to be reduced, and we do not respond to this request within 14 days, your request will be deemed justified.
In case of return or exchange, send the package to:
WAREHOUSE A31, Ramp 0
Completion Department
Maria Fołtyn 11
26-615 Radom
Please do not send us cash on delivery parcels – we do not have the technical ability to receive such a parcel.
Money back
You will receive your refund within 14 calendar days from the date you sent us information about your wish to return. The money will be transferred to you via the same method used to pay for the order or via traditional bank transfer (in which case, please provide your bank transfer details).
Customer Service Office
We are here for you and will always give you a helping hand. If you have any questions – contact us!
Working hours:
Monday - Friday
8:00 – 16:00
For questions regarding orders, please contact us at
For any other issues or questions regarding the products, please contact us at
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