We are sorry that an issue has occurred. We will handle your complaint fairly and quickly. Below you will find a clear procedure, conditions, and contact details.

How to proceed (5 steps)

1. Fill out the complaint form
   Print the form, sign it, and include it in the package.
   → Please provide: order/invoice number, a brief description of the defect, photos/videos, and – if requesting a refund – IBAN (double-checked).

2. Prepare the product for assessment (hygiene and completeness)
   Follow the product condition requirements below (especially for pet beds).

3. Pack the goods securely
   Use a sturdy box + filling, protect against moisture. Do not tape the original box or write the address on it.

4. How to send the shipment

   Option A – Packeta (small/medium parcels)
   If your shipment meets Packeta limits, we will send you a unique tracking number.

   • Drop off the parcel at the nearest staffed pickup point (not in a Z-BOX).

   • Provide the staff with the tracking number we send you by email/SMS.

   • Keep the handover confirmation.
     (Packeta limits: please follow the instructions in our email.)

   Option B – GLS courier (larger parcels)
   If the shipment is larger or exceeds Packeta limits, we will arrange GLS courier pickup at your address:

   • We will confirm the date/time window and label (if required) via email.

   • Have the parcel ready and properly packed; hand it over to the courier at your address.

   Please send the shipment using the method confirmed in our email. If we exceptionally require postal delivery to an address, you will receive exact instructions.

5. Assessment and resolution
   After delivery, we will assess the claim and inform you of the solution: repair / replacement / partial refund / refund.
   In case of a refund, we send the money to the bank account (IBAN from the form).

Condition of claimed goods – PET BEDS (mandatory)

To assess the defect hygienically and quickly, please follow these rules:

1) Cleanliness and hygiene (mandatory)

• Wash the cover according to the care label (no bleach, no fabric softener/perfumes).

• Do not wash inner fillings/orthopedic foams – only air them out; they must be dry, odor-free and clean.

• The pet bed must be free of pet hair, stains, and odors (urine, cigarette smoke, perfumes/air fresheners).

2) Photo documentation of the defect

• Take photos of the defect before washing (detail + overall view).

• After cleaning, add 2–3 photos of the current condition.

3) Completeness

• Send all parts related to the defect: covers, fillings, zippers, straps.

• If you send only the cover, state it in the form.

4) Packaging

• The product must be dry.

• Use an outer protective packaging (sturdy box, filling); write the address on the outer packaging.

What we cannot accept: dirty, smelly, hair-covered or perfumed pet beds; wet/damp fillings; textiles damaged by improper washing (high temperature, bleach, tumble drying against label instructions).

If the product arrives in unsuitable condition, we will suspend the assessment and request cleaning/completion.

What the complaint covers / does not cover

Covers: manufacturing and material defects; defects in seams, zippers, and components during normal use; for orthopedic fillings non-standard foam failure (not natural slight settling).

Does not cover: mechanical damage (claws, chewing, cuts), normal wear and tear (surface wear, patina changes, slight settling), damage caused by improper maintenance, contamination and odors, home modifications/impregnation, or improper storage (humidity, direct heat/sunlight).

Damage during transport (what to do)

Check the package upon delivery. If the packaging is damaged, write a report with the courier and take photos of the packaging and product. Then immediately send it to info@redant.sk (ideally within 24–48 hours).

Resolution options

• Repair – fixing the defect or replacing a part.

• Replacement – item-for-item if more efficient.

• Partial refund – if you wish to keep the product.

• Refund – if repair/replacement is not possible. Money is sent to your account (IBAN).

Contact

Email: info@redant.sk
Phone: +421 903 790 805
Return address: REDANT SK s.r.o., Sobôtka 5116/3, 979 01 Rimavská Sobota, Slovakia

Complaint vs. return

• Return (withdrawal within 14 days): when the product does not suit you → I want to return the goods

• Complaint (24-month warranty): when the product has a defect.

FAQ

Do I have to send the product immediately?
Not always. First fill out the form and send us photos; based on our response we will confirm the next steps.

How long does processing take?
We will inform you about the status after diagnostics. For approved claims, we handle the solution (repair/replacement/discount/refund) as quickly as possible.

Where will I receive the refund?
To the bank account (IBAN) provided in the form – double-check your IBAN.