At candyPet® we want our customers to always be satisfied with our service. Therefore, we provide several methods to return any product that may not fit your needs.
It is essential that the products are in their original packaging and in the same conditions in which they were sent. Otherwise (in case we receive the product dirty, damaged, or used) no refund of the product will be made, being the only possible solution a new shipment of the same merchandise. The new shipment will be paid by the customer and the deadline for claims will be fifteen working days from the notification by candyPet®.
You have 14 calendar days from receipt of the order to notify us of the return of the order.
- Send an e-mail to [email protected] with subject: "RETURN", with your name, surname, order number and the procedure you wish to carry out (return or size change).
- Wait for a response from our customer service team who will confirm the management. For the return or exchange to be accepted, you must wait for a response from customer service.
- Prepare the package by inserting the product in the original packaging. The product must be in perfect condition. It must not have been used.
- Our shipping company will send you an e-mail with the return label and instructions to follow. In the case of the Canary Islands, the customer will have to manage the return and will also pay for the shipping costs.
- Shipping costs will be borne by the customer. Once in our warehouse we will check the product to confirm that everything is correct and proceed to make the refund by deducting 5 € of shipping (this does not apply to the Canary Islands).
- In the case of a size change, the difference in price between sizes, if any, and 5€ shipping costs must be paid to the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank), (this does not apply to the Canary Islands).
We are always available to help you choose the perfect size and model, please contact us by e-mail([email protected]) or phone (+34 641 34 83 84), tell us the measurements of your dog and we will help you choose the right size.
If the product is damaged, the return of the order will not be accepted and the amount paid will not be refunded.
Once the product arrives at our facilities you will receive the refund within a maximum of 14 calendar days.
It is essential that the products are in their original packaging and in the same conditions in which they were sent. Otherwise (in case we receive the product dirty, damaged, or used) no refund of the product will be made. The new shipment will be paid by the customer and the deadline for claims will be fifteen working days from the notification by candyPet®.
You have 14 calendar days from receipt of the order to notify us of the return of the order.
- Send an e-mail to [email protected] with subject: "RETURN", with your name, surname, order number and the procedure you wish to carry out (return or size change).
- Wait for a response from our customer service team who will confirm the management. For the return or exchange to be accepted, you must wait for a response from customer service.
- Prepare the package by inserting the product in the original packaging. The product must be in perfect condition. It must not have been used.
- Our transport company will pick up the package 24/48 hours after the order has been processed.
- Shipping costs will be borne by the customer. Once in our warehouse we will check the product to confirm that everything is correct and we will proceed to make the refund deducting 10€ of the shipping.
- In the case of a size change, the difference in price between sizes, if any, and 15€ shipping costs must be paid to the following account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (Banco BBVA)
We are always available to help you choose the perfect size and model, please contact us by e-mail([email protected]) or phone (+34 641 34 83 84), tell us the measurements of your dog and we will help you choose the right size.
If the product is damaged, the return of the order will not be accepted and the amount paid will not be refunded.
Once the product arrives at our facilities you will receive the refund within a maximum of 14 calendar days.
It is essential that the products are in their original packaging and in the same conditions in which they were sent. Otherwise (in case we receive the product dirty, damaged, or used) no refund of the product will be made. The new shipment will be paid by the customer and the deadline for claims will be fifteen working days from the notification by candyPet®.
- What is the cost of a return?
Returns for defective or wrong items are always free of charge.
In all other cases it will be the customer who will assume the shipping costs, 5€ in Spain Peninsular and Balearic Islands, for the rest of Europe would be 10€) in the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank)
Collection will be handled by candyPet®.
For the Canary Islands, the customer will manage the return and will be responsible for the shipping costs.
- What is the cost of a size change?
In the case of a size change, the price difference between sizes, if any, and the shipping costs ( 5€ in mainland Spain and Balearic Islands, for the rest of Europe would be 15€) must be paid in the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank).
- How is the refund paid?
Once the return has been approved, you will receive the amount in the same way you made your purchase.
- What is the repayment term?
Once the product arrives at our facilities you will receive the refund within a maximum of 14 calendar days.
It is essential that the products are in their original packaging and in the same conditions in which they were sent. Otherwise (in case we receive the product dirty, damaged, or used) no refund of the product will be made. The new shipment will be paid by the customer and the deadline for claims will be fifteen working days from the notification by candyPet®.