Refund policy
REFUND AND RETURN POLICY
Right of withdrawal (14 days)
You may return any item within 14 days of receiving it, without giving any reason. If you are a consumer in the EU/EEA, this is your statutory right of withdrawal and none of the terms below limit your legal rights.
How to return an item
Before the 14 days expire, email support@mascotitas.shop with your order number and a clear statement that you wish to return the item(s). You may also use the model withdrawal form below. We will reply within 1-2 business days with the return address. Please send the item back within 14 days of informing us.
Return shipping costs
The customer bears the direct cost of returning the goods. We recommend using a tracked shipping service.
Condition of items
Please return items complete with all parts and, where possible, in their original packaging. You may handle a product as you would in a shop to check it. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may deduct the resulting loss in value from the refund.
Exceptions
For health and hygiene reasons, the right of withdrawal does not apply to:
- Sealed hygiene items (such as grooming or dental care products) that have been unsealed after delivery
- Opened pet food or treats
- Personalized or custom-made items
Refunds
We refund the full amount paid, including the original standard delivery cost, no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the item back or you have provided proof of having sent it, whichever is earlier. If you chose a more expensive delivery method than our cheapest standard option, the difference is not refunded. Refunds are made to your original payment method.
Damaged, defective or incorrect items
If you receive a damaged, defective or incorrect item, contact us at support@mascotitas.shop with photos. You will not need to send it back: we will send a free replacement or issue a full refund. This does not affect your statutory rights under the legal guarantee of conformity.
Exchanges
We do not offer direct exchanges. Please return the item for a refund and place a new order.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Mascotitas - Ronymila LLC, support@mascotitas.shop
I hereby give notice that I withdraw from my contract of sale of the following goods: ____
Ordered on / received on: ____
Order number: ____
Name of consumer: ____
Address of consumer: ____
Date: ____
Questions
For any questions about returns or refunds, contact us at support@mascotitas.shop.