Refund policy

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

The item must be in the same condition as when you received it, unused, with tags, and in its original packaging to be eligible for a return. You will also need the receipt or proof of purchase.

To start a return, or for any questions regarding returns, you can contact us at info@dulcesmascotas.com.

Damages and Issues
Please check your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item so we can assess the issue and resolve it.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom-made products (like special orders or personalized items), and personal care items (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have any questions or doubts about a specific item, please contact us.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
The fastest way to make sure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-Day Reflection Period of the European Union
Without prejudice to the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without the need for justification. As in the previous case, the item must be in the same condition you received it, unused, with tags, and in its original packaging. You will also need to have the receipt or proof of purchase.

Refunds
We will inform you once we have received and inspected your return and let you know whether the refund has been approved or not. If approved, it will be automatically refunded to your original payment method within 10 business days. Please note that the bank or credit card issuer may take some time to process and make the refund effective.
If more than 15 business days have passed since we approved your return, please contact us at info@dulcesmascotas.com.