- or change of size, indicating the new desired size).
- Please wait for a response from our customer service team confirming the process. In order 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 its original packaging. The product must be in perfect condition. It must not have been used.
- A return label will be sent to your email, which you must print and stick on the outside of the package (be especially careful that only the return label is visible). Don't worry, you won't have to pay ANYTHING, since returns and the first size change are FREE .*
- Take the package to the nearest Post Office .
- Once in our warehouses we will review the product to confirm that everything is correct and we will proceed to refund the product **.
You have 30 days to take your package to a Post Office. After this time, the return label will be cancelled and if you still want to return the package, it will cost €5.
* The first Return and the first Size Change are free, subsequent ones will cost €5.
**Shipping costs are non-refundable.
SIZE CHANGE :
- Send an email to info@candypet.es with the subject: “RETURN”, with your name, surname, order number and the procedure you wish to carry out (return or size change, indicating the desired new size).
- Please wait for a response from our customer service team confirming the process. In order for the return or exchange to be accepted, you must wait for a response from customer service.
- The difference in price between sizes, if any, must be paid . When our customer service team contacts you, they will provide you with a payment link.
- Prepare the package by placing the product in its original packaging. The product must be in perfect condition. It must not have been used .
- The printed shipping label will be sent to you inside the package with the new size, which you must stick on the outside of the package (be especially careful that only the new label is visible). Don't worry, you won't have to pay ANYTHING, since returns and the first size change are FREE *.
- The courier will go to your home and at the same time that he picks up the package to be exchanged, he will deliver the new one to you.
* The first Return and the first Size Change are free, subsequent ones will cost €5.
We are always available to help you choose the perfect size and model, please contact us by email ( info@candypet.es ) or phone (+34 641 34 83 84), tell us your dog's measurements 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 period of 14 calendar days.
It is essential that the products are in their original packaging and in the same condition 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 new shipment will be the responsibility of the customer and the deadline for claims will be fifteen business days from the notification by candyPet®.
