Refund policy

Refund & Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility & Conditions

To be eligible for a return, your item must be in the exact same condition that you received it: completely unused, unworn, unwashed, free of any pet hair or odors, with all original tags attached, and in its original packaging. You will also need to provide your order number and receipt or proof of purchase.

Return Shipping & Customer Responsibility

To start a return, please contact us at soportecliente444@gmail.com 

If your return is accepted, we will provide you with the return warehouse address and detailed shipping instructions. Please note:

  • Customers are strictly responsible for paying all return shipping costs and any applicable customs/import duties. Return shipping fees are non-refundable.

  • You must use a trackable shipping service and purchase shipping insurance. We do not guarantee that we will receive your returned item, and we cannot issue refunds for items lost or damaged in transit.

  • Items sent back to us without first requesting and receiving return authorization will not be accepted or refunded.

Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong product, you must contact us within 48 hours of delivery at soportecliente444@gmail.com.

Please include your order number along with clear photos and/or videos showing the issue. Once evaluated, our team will work with you to make it right by offering a suitable solution, replacement, or refund.

Exceptions & Non-Returnable Items

Due to hygiene, safety, and health standards for pets and humans, certain types of items cannot be returned:

  • Any item that has been used, opened, chewed, soiled, or shows signs of wear or pet hair.

  • Perishable goods (such as pet treats or supplements).

  • Custom or personalized products.

  • Personal care and grooming items.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items, clearance promotions, and gift cards are strictly final sale.

Exchanges

The fastest way to get the item you want is to initiate a return for the original item (subject to return shipping costs above), and once approved, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, the item must be in the same condition as received: completely unused, with tags, pet-hair-free, and in its original packaging. The customer remains responsible for the return shipping costs.

Refunds

We will notify you once we’ve received and inspected your returned package, and let you know if the refund was approved or rejected based on item condition. If approved, you will be automatically refunded to your original payment method within 10 business days (minus any initial shipping fees paid). Please remember that your bank or credit card company may require additional business days to post the transaction to your account.

If more than 15 business days have passed since your return was approved and inspected, please reach out to us at soportecliente444@gmail.com.