ANIMA MEA SRL (“ANIMA MEA,” “we”) operates this online store and its associated website to provide you with a personalized shopping experience (“Services”) and we make use of platforms provided by third-parties for our contact / customer service.

Effective date: 13/03/2026 | Last updated: 13/03/2026

Visit our Privacy Policy for more information on processing personal data in the context of working with third-parties. The platforms provided by third-parties are subject to their own Terms and Conditions as outlined in our Terms and Conditions (“Terms”).

1. Scope and application

a. This Policy applies to all natural and legal persons who initiate contact with ANIMA MEA S.R.L. (“ANIMA MEA,” “we,” “our”), including but not limited to customers, potential customers, business partners, suppliers, service providers, and any other third parties, regardless of the form in which such contact is initiated.

b. The only valid, official, and recognized contact channels for communicating with ANIMA MEA are those expressly and exhaustively listed in Article 3 of this Policy.

c. Any communication, request, notice, or message transmitted through contact channels not expressly listed in Article 3 of this Policy shall be deemed outside the scope of ANIMA MEA’s customer support and contact services. ANIMA MEA shall have no obligation to monitor, process, respond to, acknowledge, or act upon such communications, and no legal, contractual, or commercial effects shall arise from them.

2. Case / ticket stages

2.1. New case / ticket (Created)

a. Where a person has not previously contacted ANIMA MEA, or where all prior cases initiated by that person are fully closed at the time of contact, any message sent through a contact channel listed in Article 3 of this Policy shall constitute the initiation of a new case.

b. Where a person has previously contacted ANIMA MEA and at least one case remains open at the time of contact, any “new and separate message” (as defined for each contact channel in Article 3 of this Policy) shall be processed as a new, independent case, unless expressly instructed otherwise by ANIMA MEA.

c. Where a person changes the contact channel without prior instruction from ANIMA MEA and fails to clearly reference the assigned case number, such communication shall be treated as a new case, irrespective of any factual or subject-matter connection to a prior or ongoing case.

d. Where a verbal or voice-based contact channel is used, a case shall not be formally registered until all relevant information has been reconfirmed in written form through a contact channel listed in Article 3 of this Policy.

e. Upon successful processing of a message and assignment to the appropriate internal department, ANIMA MEA shall issue a case confirmation within 24 hours.

f. The case confirmation shall include, at a minimum, the case reference number, the date and time the message was received, and the date and time the case was processed by us.

g. Following issuance of the case confirmation, an answer may be reasonably expected within 1 to 3 business days, unless otherwise communicated or where extended timelines are justified by the nature or complexity of the case.

2.2. Existing case / ticket (In Handling)

a. A message shall be deemed a reply within an existing case where it does not constitute a “new and separate message” (as defined for each contact channel in Article 3 of this Policy), and where it reasonably relates to the subject matter of that case.

b. Where multiple cases have been initiated by the same person, no presumption of confusion shall arise, as Article 3 of this Policy establishes the mandatory communication guidelines for clear case differentiation. In the event such guidelines are not followed, ANIMA MEA reserves the right to request clarification prior to further processing, and any response timelines shall be suspended until such clarification is provided.

2.3. Closed case / ticket (Closed)

a. A case shall be automatically closed in any of the following circumstances:

1. no reply is received within 5 business days after our last message related to the case
2. you have expressly confirmed in writing that you are satisfied with the assistance provided and consent to the closure of the case
3. where we identify aggressive behavior, abusive or disrespectful language, threats, harassment, or any content that is unlawful, inappropriate, or otherwise violates applicable legal standards. In such cases, we reserve the right to suspend or terminate communication immediately and, where permitted or required by applicable law, notify or cooperate with the relevant authorities.
4. breaking of our Terms and Conditions (“Terms”) and associated Policies

b. A case shall not be closed in the following circumstances:

1. where we are awaiting additional information, documentation, or a required action from the sender or a third party relevant to the resolution of the case. In such instances, we may issue a reminder.
2. where delays or interruptions occur due to technical difficulties, system outages, force majeure events, or circumstances beyond our reasonable control, in which case processing timelines shall be deemed suspended

3. Contact channels

3.1. Contact form

a. In the context of the contact form, the concept of a “new and separate message” does not apply, as each message submitted via the contact form shall automatically initiate a new case, irrespective of prior communications or existing cases.

b. When using the contact form, you shall be required to provide the following information fields:

1. Full name (required)
2. Email (required)
3. Subject (required)
4. Order number (optional)
5. Message (required)

c. The information collected through the contact form is processed solely for the purpose of providing customer support and handling submitted cases, in accordance with applicable data protection legislation. For detailed information regarding the processing of personal data, data subject rights, and retention periods, users are directed to consult our Privacy Policy.

d. Case confirmation shall be transmitted via email to the email address provided in the contact form.

e. Following issuance of the confirmation, all further communication and handling of the case shall be conducted exclusively via email.

3.2. Email

a. In the context of the email communication channel, a message shall be deemed a “new separate message” where any of the following conditions apply:

1. you initiate contact with us via email for the first time
2. you do not reply within an existing email thread that contains the assigned case number in the subject line
3. you do not reply to an existing message issued by us in relation to an active case

b. When using the email communication channel, you may provide information without being subject to predefined or mandatory field requirements.

c. While unrestricted in format, we recommend that emails be clear, concise, and limited to relevant information, including, where applicable, order numbers or supporting media files. Our team may request additional information or guide the sender to provide only the minimum information necessary for proper case handling.

d. An email sent as a reply to an email thread that does not have a subject with the case number will be ignored. You will be asked for clarification if necessary to continue.

e. Following case confirmation, all email communications issued by us shall include the assigned case number in the subject line. You shall not remove, alter, or omit the case number from the subject line in any subsequent correspondence relating to that case.

3.3. WhatsApp

a. There are two ways of contacting us via WhatsApp: call or message.

b. Clauses c. through g. below set forth the rules governing WhatsApp messages.

c. In the context of WhatsApp messages, a communication shall be deemed a “new separate message” where:

1. you initiate contact via WhatsApp messages for the first time
2. the message does not include the assigned case number in the body of the message, irrespective of any prior communications, for the purpose of preventing confusion where multiple cases exist

d. When using WhatsApp messages, you may transmit information without being subject to predefined or mandatory field requirements.

e. While unrestricted in format, we recommend that WhatsApp messages be clear, concise, and limited to relevant information, including, where applicable, order numbers or supporting media files. Our team may request additional information or guide you to provide only the minimum information necessary for case handling.

f. A message sent that does not have a case number in the body will be ignored by our system. You will be asked for clarification if necessary to continue.

g. Following case confirmation, all replies issued by us via WhatsApp messages shall include the assigned case number in the body of the message.

h. Clauses i. through l. below set forth the rules governing WhatsApp calls.

i. WhatsApp calls initiated with us are not recorded. For reasons of accuracy, traceability, and fairness to all parties, written confirmation is required for any information communicated during a WhatsApp call.

j. Our team will guide you to one of our written communication channels in order to open a ticket / case.

k. No information communicated exclusively via a WhatsApp call shall be deemed received, acknowledged, or acted upon by us unless and until such information is confirmed in writing through one of our recognized written communication channels, as defined in Article 3 of this Policy.

l. In exceptional cases where assistance is required, we can open the ticket / case for you and then require written confirmation.

3.4. Phone call

a. Phone calls initiated with us are not recorded. For purposes of accuracy, traceability, and fairness, written confirmation is required for any information communicated during a phone call.

b. During or following a phone call, we shall direct you to one of our written communication channels for the purpose of opening, continuing, or properly documenting a case.

c. No information communicated exclusively via a phone call shall be deemed received, acknowledged, or acted upon by us unless and until such information is confirmed in writing through one of our recognized written communication channels, as defined in Article 3 of this Policy.

d. In exceptional cases where assistance is required, we can open the ticket / case for you and then require written confirmation.

3.5. Social media

a. We the following social media channels for informational and engagement purposes only: Facebook, TikTok, and Instagram.

b. We do not provide customer support via our social media platforms. Messages received through these channels may be acknowledged, but you shall be redirected to one of our other recognized contact channels, as defined in Article 3 of this Policy, to initiate or continue a case.

c. Our social media team may respond to messages for purposes including, but not limited to, engagement, general guidance, or informational advice. No rights, obligations, or legal effects may be derived from any information provided on social media platforms unless such information is confirmed through an official contact channel.

d. Messages or content posted in a public setting, including but not limited to comments on posts, video replies (on TikTok, emoji responses, or public threads, shall not be considered an expression of intent to open a customer service case or ticket.

4. Availability and dedicated hours

a. WhatsApp calls / Phone calls

1. Monday -> Friday: 10:00 - 16:00 (EET)
   Saturday -> Sunday: Not available
2. NOTE 1: We reserve the right to refuse spam calls (3+ calls within an hour) or calls outside of availability hours.
3. NOTE 2: You may of course give us calls outside of our availability hours. We will call you back as soon as possible.
4. NOTE 3: You may expect calls from us only within our availability hours.

b. Email / WhatsApp messages / Contact form / Social media

1. Monday -> Friday: 18:00 - 23:00 (EET)
   Saturday -> Sunday: Not available
2. NOTE 1: We have made this interval available for you by taking into consideration the standard working hours: 09:00 - 17:00 (EET).
3. NOTE 2: You may of course message us outside of our dedicated hours. We will reply back as soon as possible.
4. NOTE 3: You may expect replies from us only within our dedicated hours.

5. Special notes

a. We reserve the right to refuse customer support for any communication containing harmful, illegal, or unsafe content, or where you are found to be in violation of our Terms and Conditions (“Terms”).

b. We reserve the right to report any information, content, or conduct to the relevant authorities where required or permitted by applicable law.

c. We shall not be liable for delays, interruptions, or failures in customer support resulting from third-party platforms used in the processing of communications. In the event of such issues, We will endeavor to notify you via an alternative recognized communication channel.

d. Contacting us multiple times, via multiple channels simultaneously, using aggressive or disrespectful language, issuing threats, or sending spam messages shall not accelerate the provision of assistance. You are expected to understand that we serve multiple customers and cases concurrently, and all cases are processed in the order reasonably dictated by operational capacity, and fairness.

e. Calendar days = any day of the calendar, regardless of whether it is a public holiday or weekend (Saturday, Sunday).

Example: If you received a parcel today and you have a 14-calendar-day return period, and the next 5 days are non-working days (public holidays or weekend), these 5 days are still counted within your return period.

f. Business days = Monday to Friday, except when these days are public holidays.

Example: If you received a return confirmation today and we specify a 3–5 business-day refund period, and the next 5 days are non-working days (public holidays or including a weekend), these 5 days are not counted, as they are not part of the regular working schedule. We cannot guarantee the availability of our services or support during these days.

g. Any changes to this policy will be announced by publishing the date on which the latest modifications were made. This date also becomes the effective date from which the updated policy applies.

h. You have the right to request a previous version of this policy, provided you present a valid and justified reason.