Returns & Exchanges
At candyPet® we want our Customers to always be satisfied with our service. Therefore, we provide several methods to return a product that may not meet your needs.
It is essential that the products are in their original packaging and in the same conditions in which they were sent. If this is not the case (in the event that we receive the product dirty, damaged, or used) no refund will be made for the product, the only possible solution being a new shipment of the same merchandise. The new shipment will be borne by the customer and the period for claims will be fifteen business days from notification by candyPet®.
EXCHANGES AND RETURNS (Only valid for mainland Spain and the Balearic Islands)
You have 14 calendar days from receipt of the order to notify us of its return.
- Send an email to info@candypet.es with subject: “RETURN”, with your name, surname, order number and procedure you wish to carry out (return or change of sizes).
- Wait for the 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 placing 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 having processed the request. In the case of the Canary Islands, the customer must manage the return and will also pay for the shipping costs.
- Shipping costs will be borne by the customer. Once in our warehouses, we will review the product to confirm that everything is correct and we will proceed to make the refund, deducting €5 from the shipping (this does not apply to the Canary Islands).
- In the case of a size change, the price difference 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 applies to the Canary Islands).
We are always available to help you choose the perfect size and model, contact us by e-mail ( info@candypet.es ) or phone (+34 641 34 83 84), tell us your dog's measurements and we will help you. choose the correct size.
If the product is damaged, the return of the order will not be accepted, so the amount paid will not be refunded.
Once the product arrives at our facilities, you will receive the refund within a maximum period 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 will be made for the product. The new shipment will be borne by the customer and the period for claims will be fifteen business days from notification by candyPet®.
EXCHANGES AND RETURNS EUROPE
You have 14 calendar days from receipt of the order to notify us of its return.
- Send an email to info@candypet.es with subject: “RETURN”, with your name, surname, order number and procedure you wish to carry out (return or change of sizes).
- Wait for the 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 placing 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 having processed the request.
- Shipping costs will be borne by the customer. Once in our warehouses, we will review the product to confirm that everything is correct and we will proceed to make the refund, deducting €10 from the shipping.
- In the case of a size change, the price difference between sizes, if any, and €15 shipping costs must be paid to the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank)
We are always available to help you choose the perfect size and model, contact us by e-mail ( info@candypet.es ) or phone (+34 641 34 83 84), tell us your dog's measurements and we will help you. choose the correct size.
If the product is damaged, the return of the order will not be accepted, so the amount paid will not be refunded.
Once the product arrives at our facilities, you will receive the refund within a maximum period 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 will be made for the product. The new shipment will be borne by the customer and the period for claims will be fifteen business days from notification by candyPet®.
FREQUENTLY ASKED QUESTIONS ABOUT EXCHANGES AND RETURNS
- What does a return cost?
Returns for defective or wrong items are always free.
In other cases, it will be the customer who will assume the shipping costs, €5 in Peninsular Spain and the Balearic Islands, for the rest of Europe it would be €10 ) to the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank)
The collection will be managed by candyPet®
For the Canary Islands, the customer will manage the return and will be responsible for the shipping costs.
- What does a size change cost?
In the case of a size change, the price difference between sizes, if any, and the shipping costs ( €5 in Peninsular Spain and the Balearic Islands, for the rest of Europe it would be €15 ) must be paid to the account: ES15 0182 6012 6402 0163 5239 / BBVAESMM (BBVA Bank).
- How is the refund paid?
Once the return is approved, you will receive the amount in the same way you made your purchase.
- What is the refund period?
Once the product arrives at our facilities, you will receive the refund within a maximum period 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 will be made for the product. The new shipment will be borne by the customer and the period for claims will be fifteen business days from notification by candyPet®.
