Complaints regarding deviations from the order or defects, if detectable through reasonable inspection, must be submitted in writing (photo with lot number of the product in question) immediately, but no later than 7 days after receipt of the goods. Exchanges, vouchers, or refunds for goods will only be issued if the complaint is justified.

Goods damaged by the customer or their pet will not be replaced. Product images of natural products may show variations in color and texture and are not accepted as defects. buon viando GmbH guarantees that the goods sold are in perfect condition at the time of transfer of risk. Please also note the detailed and informative product descriptions in the online shop.

Returns sent by mail are only priority (Mondexpress for frozen products) and please always ensure sufficient postage; otherwise, we cannot accept the goods. Please only ship completely frozen goods! For justified returns, we will reimburse you for the shipping costs (please provide a receipt). All returns must be made after prior consultation with buon viando GmbH. Please inform us in advance by calling +41 (0)76 366 05 45.

Always check the goods against the delivery note for accuracy before signing it. Incorrectly delivered goods must be returned to the driver immediately. We cannot guarantee an exchange or return for delivery errors discovered later.