Sales Conditions

The user is requested to read these general terms and conditions before proceeding to an order. Are you under the age of 18? Then you need permission from one of your parents or from your guardian to place an order and/or to proceed to its payment., owned and managed by DIFFUMO nv, Stationsstraat 122, 9880 AALTER, BELGIUM, BE0421.956.631 AND DESIGN LAB ITALIA srl, Via Pola 17 – Strada Mezzina, I-63812 MONTEGRANARO (FM), ITALIA, IT01902690443 hereinafter referred to as Wellipets. This agreement documents the legally binding terms and conditions associated with the use of the site on

By using the site in any way, viewing or browsing the site, or adding your own content to the site, you agree to be bound by these terms of service.


Entrepreneur: DIFFUMO nv and DESIGN LAB ITALIA srl – hereinafter referred to as Wellipets

Consumer: the natural person who does not act in the exercise of a profession or business and enters into a distance contract with the entrepreneur;

Distance contract: an agreement whereby, in the context of a system organized by the entrepreneur for the distance sale of products and/or services, up to and including the conclusion of the agreement, only one or more techniques for distance communication are used;

Technique for distance communication: means that can be used for the conclusion of a contract, without the consumer and entrepreneur having met simultaneously in the same room;

Cooling-off period: the period within which the consumer can make use of his right of withdrawal;

Right of withdrawal: the possibility for the consumer to renounce the distance contract within the cooling-off period;

Day: calendar day;

Duration transaction: a distance contract with regard to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time;

Durable data carrier: any means that enables the consumer or entrepreneur to store information addressed to him personally in a way that allows future consultation and unchanged reproduction of the stored information.

Identity of the entrepreneur

Stationsstraat 122
Telephone: +32 9 374 18 35
Available: Monday to Friday from 9.00 to 12.00h and from 13.30 to 17.00h.
Company number: 0421956631
VAT identification: BE0421956631


Via Pola 17 – Strada Mezzina
Telephone: +39 (0734) 84 29 43
Available: Monday to Friday from 08.30h to 12.00h and from 14.00h to 18.00h.
Company number: 01902690443
VAT identification: IT 01902690443


These general terms and conditions apply to every offer of the entrepreneur and to every distance agreement concluded between entrepreneur and consumer. Unless an exception is explicitly mentioned when purchasing.

Before the distance contract is concluded, the text of these general terms and conditions is made available to the consumer. If this is not reasonably possible, then before the distance agreement is concluded, it will be indicated that the general terms and conditions are available at the entrepreneur and can be sent free of charge at simple request of the consumer.

If the distance contract is concluded electronically, in deviation from the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that it can be stored by the consumer in a simple way on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general terms and conditions can be taken note of by electronic means and that they will be sent free of charge by electronic means or otherwise at the request of the consumer. In the event that, in addition to these general terms and conditions, specific product or service conditions also apply, the second and third paragraphs apply mutatis mutandis and the consumer can always invoke the applicable provision that is most favorable to him in the event of conflicting general terms and conditions.

The offer

If an offer has a limited period of validity or is made under conditions, this will be explicitly stated in the offer.

The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow a good assessment of the offer by the consumer. If the entrepreneur uses images, these are a true representation of the offered products and/or services. Obvious mistakes or errors in the offer do not bind the entrepreneur.

Each offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer. This concerns in particular:

  • the price including taxes;
  • any delivery cost;
  • the way in which the agreement will be concluded and what actions are required for this purpose;
  • whether or not the right of withdrawal is applicable;
  • the method of payment, delivery or execution of the agreement;
  • the period for acceptance of the offer, or the period for the retention of the price;
  • the level of the fare for distance communication if the cost of using the means of distance communication is calculated on a basis other than the basic rate.
  • if the agreement is archived after its conclusion, in what way it can be consulted by the consumer;
  • the way in which the consumer can become aware of acts he does not want before concluding the contract, as well as the way in which he can restore them before the conclusion of the contract;
  • any languages in which, in addition to English, the agreement can be concluded;
  • the codes of conduct to which the entrepreneur has submitted and the way in which the consumer can consult these codes of conduct by electronic means;
  • the minimum duration of the distance contract in the case of an agreement that extends to continuous or periodic delivery of products or services;

The Agreement

The agreement is concluded, subject to the provisions of paragraph 4, at the moment of acceptance by the consumer of the offer and the fulfilment of its conditions.

If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer by electronic means. As long as the receipt of this acceptance has not been confirmed, the consumer can dissolve the agreement.

If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transmission of data and ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will observe appropriate security measures for this purpose.

The entrepreneur will send the following information to the consumer with the product or service, in writing or in such a way that it can be stored by the consumer in an accessible way on a durable data carrier:


During the period of validity stated in the offer, the prices of the products and/or services offered, will not be increased, except for price changes as a result of changes in VAT rates.

Contrary to the previous paragraph, the entrepreneur can offer products or services whose prices are tied to fluctuations on the financial market and over which the entrepreneur has no influence, with variable prices. This link to fluctuations and the fact that any prices quoted are target prices, are stated in the offer.

Price increases within 3 months after the conclusion of the agreement, are only permitted if they are the result of legal regulations or provisions.

Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:

  • a) they are the result of legal regulations or provisions
  • b) the consumer has the power to terminate the contract by the day on which the price increase takes effect
The prices mentioned in the range of products or services are inclusive or exclusive of VAT depending on the country and it’s VAT legislation.


Insofar as no later agreement has been made, the amounts owed by the consumer must be paid within fourteen days after delivery of the goods or in the case of an agreement to provide a service, within fourteen days after the issue of this agreement concerning documents.

When selling products to consumers, a partial or full advance payment may be stipulated in general terms and conditions (during the withdrawal period). When prepayment has been stipulated, the consumer cannot assert any right regarding the execution of the relevant order or service(s), before the stipulated advance payment has been made.

The consumer has the obligation to report inaccuracies in provided or stated payment details to the entrepreneur without delay. In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the reasonable costs which were made known to the consumer in advance.

Shipping and Delivery

Wellipets commits itself to deliver the ordered and paid items by the consumer as specified on our detailed Delivery page, available for consulting on this website.

Delivery EU, free of charge from € 100,- With an order from € 100,- your package will be delivered free of charge at work, your home address or in a postal point, within 1-5 working days after receipt of the payment. Under € 100,- you pay a shipping cost of € 4,95.

Delivery to other countries: See the exact shipping cost in the shopping cart after the confirmation of the contact details. The shipping costs are mentioned when validating the order.

This delivery time cannot be guaranteed during the sale period and when there are special offers for customers. The consumer is obliged to check the condition of the item itself when receiving it.

Any deviation with regard to the items (damage, missing item compared to the order, damaged or opened package, defective item, …) must be indicated within 3 days after delivery.

The costumer must check the contents of the package and the condition of the items before signing the receipt (paper or electronic). An opened/damaged package, damaged item and/or missing items must not be accepted by the customer. The customer will inform Wellipets of the problem via

Exchange, Return and Refund

Right of withdrawal

You have the right tot withdraw from this contract without giving any reason within a period of fourteen days after receipt of the product. To make use of this right of withdrawal, you must inform us of your decision by means of a clear statement without ambiguities (for example, a letter by post or by e-mail). You can use the standard withdrawal form but this is not mandatory. To ensure that the withdrawal period is respected, it is sufficient to send your message regarding the exercise of the right of withdrawal before the expiry of the withdrawal period.

Consequences of the withdrawal
You must return the item without excessive delay, in any case no later than fourteen days after you have notified your decision to make use of the right of withdrawal, by using the return label made available to you. This period is deemed to have been respected if you return the item within the period of fourteen days. You will only be held liable for shipping costs and the depreciation of an item if this is the result of acting other than necessary to determine the nature, characteristics and functioning of the item.

Model form for withdrawal
For the attention of Wellipets Stationsstraat 122 9880 Aalter. Through this letter I/we (1) inform you our wish to withdrawal the contract concerning the below mentioned sale of the
Article (1)/service (1)
Ordered on (1)/received on (1)
Name of the user(s)
Address of the user(s)
Signature of the user(s) (only if this form is filled in on paper)
(1) Please cross out the not applicable

Returns up to 14 days

At Wellipets, the customer has fourteen days from the date of dispatch of the items, to return items, subject to the conditions formulated in the paragraphs below. This right of return within 14 days is not a limitation of legal rights and warranties.

Conditions for exchange and return for refund
The returned item(s) must be in new condition, unused and in the completely intact original packaging.

Every exchange or return must be requested via the website If you have an account, you can do so via the account menu “My orders”. If you do not have an account, you can do so via the link Return Request on the website, where you may follow further instructions.

The customer can make a single online request for returns or exchanges per order on the website

If the customer’s order consists of several items and he wishes to return more than one item, he must select all the items he wishes to return during this request. If the customer sends the items in a way that is not approved by Wellipets and such pays the costs himself, no claim can be made for compensation by Wellipets.

If the customer wishes to return items from a different order, he must send these items separately and in different packages. Any return of items form various orders that does not meet this condition, cannot be processed within the periods set out in the General terms and conditions and sales conditions.

State of the articles
All returned items (shoes, original packaging, accessories, booklets…) must be returned in perfect condition. Upon receipt of the package, Wellipets will assess the perfect condition of the returned merchandise.

Items that have been visibly used or damaged by the actions of the customer as a result of which these items are no longer suitable for sale, will not be accepted back.

If a return is refused by Wellipets, the items will be returned to the customer at the expense of the customer, without the customer being able to claim compensation or a refund other than the possible right to warranty of the sold items.

If exchanged items have been visibly used or damaged by actions of the customer as a result of which these items are no longer suitable for sale, Wellipets can take all appropriate measures to collect the costs from the customer.


In the event of withdrawal of this contract on your part, we will refund you the payments received by us from you (with the exception of additional costs arising from your choice, if applicable, for a delivery method other than the cheapest standard delivery offered by us) without excessive delay and in any case no later than fourteen days after we have been informed of your withdrawal from this contract.

We may postpone the refund until we have received the item or until you have provided proof of shipment of the item, the date of which counts as the from date.

We will make the refund using the same method as you used for the original transaction, unless you expressly request another method; in any case, this refund does not entail any costs for you.

Refunds of one or more items purchased with a gift card will under no circumstances be refunded in cash by Wellipets. The card in question will be automatically topped up by the relevant partner with the corresponding amount.

Refund with Bpost Postpoint
If the customer has delivered his return shipment to a Bpost postal point with the return label provided for this purpose, Wellipets will make the refund within 14 days.

If upon receipt of the return shipment it appears that the content does not comply with the return request or that the items do not comply with the above-mentioned return conditions, Wellipets reserves the right to use all necessary means to recover the corresponding costs from the customer.

Shipping of the exchange order

If the customer has chosen to deliver his return package to a Bpost postal point using the label provided for this purpose, the exchange shipment will be sent within 14 days after processing.

If the amount of the customer’s exchange order is higher than the amount of the original order, he can pay the difference online by credit card, Bancontact of PayPal.

The dispatch of the customer’s exchange order is subject to the conditions of approval n these regulations. If the amount of the customer’s exchange order is lower than the amount of the original order, Wellipets will pay the difference within 14 days of receipt of the package in our warehouse, if it has been delivered to a Bpost postal point using the label provided for this purpose.

The customer must keep the proof of delivery that he receives from Bpost. If a package is lost, unblocking, exchange or refund of the order can only take place with this proof of delivery.

The customer has a period of 30 days from the delivery of his package to make complaints regarding the return. After this period, they will no longer be processed. The customer must submit his complaint by e-mail via the contact form on the page of the customer service of Wellipets or by post to the following address: Wellipets, Stationsstraat 122, 9800 Aalter, Belgium.

If the customer makes use of his right of withdrawal, the customer must return the purchased item via to Wellipets.

If the customer does not return the correct item, Wellipets will send an e-mail asking if the customer wants the incorrect item to be returned, at the expense of the customer.

This procedure can be carried out for two months from the moment the e-mail is sent.

After the expiry of the two months without a reply from the customer, Wellipets automatically considers itself the new owner of the incorrect item and reserves the right to destroy the incorrect item. Wellipets is then not liable for the destruction of the item in question. If the customer makes use of his right of withdrawal and does not return the correct item, Wellipets reserves the right to file a complaint against the customer.

Conformity and Warranty

The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, with the reasonable requirements of reliability and/or usability and the legal provisions and/or government regulations existing on the date of the conclusion of the agreement.

A scheme offered as a guarantee by the entrepreneur, manufacturer of importer does not affect the rights and claims that the consumer can assert in respect of a shortcoming in the fulfilment of the obligations of the entrepreneur towards the entrepreneur on the basis of the law and/or the distance agreement.

Wellipets is not liable for the misuse and/or intensive use of items that may have been caused by the customer. Wellipets can also not be held responsible and/or liable for the return of an item that has not been ordered via The customer is responsible for sending the correct item to the correct recipient. Wellipets will therefore not refund a wrongly returned item.

Complaint Handling

Complaints sent to Wellipets will be processed as soon as possible and will be responded with acknowledgement of receipt within a period of 14 days from the date of receipt.

Since 15 February 2016, the European Union’s online dispute resolution website has been available to everyone. Any consumer who has a dispute with a company located in the territory of the Union can submit a request for mediation here. You can also check out the European Commission’s consumer mediation website.

A complaint can also be submitted via a complaint form on the consumer page of the Wellipets website.

Last modified: 20/09/2021