Refund policy

RETURNS:

 

1. Send an email to info@candypet.es with the subject: “RETURN,” including your name, surname, order number, and the action you wish to take (return or size exchange, specifying the new desired size).
2. Wait for a response from our customer service team who will confirm the process. To accept the return or exchange, you must wait for a response from customer service.
3. Prepare the package by placing the product in its original packaging. The product must be in perfect condition. It must not have been used.
4. You will receive the return label by email, which you must print and attach to the outside of the package (be careful to ensure only the return label is visible). Don’t worry, you won’t have to pay anything, as returns and the first size exchange are FREE.*
5. Take the package to the nearest Post Office.
6. Once in our warehouse, we will inspect the product to confirm that everything is correct, and we will proceed to issue the product refund**.

You have 30 days to take your package to a Post Office. After this time, the return label will be canceled, and if you still wish to return the package, there will be a cost of 5€.

* The first return and the first size exchange are free; subsequent ones will cost 5€.

**Shipping costs are non-refundable.

 

SIZE EXCHANGE:

 

1. Send an email to info@candypet.es with the subject: “RETURN,” including your name, surname, order number, and the action you wish to take (return or size exchange, specifying the new desired size).
2. Wait for a response from our customer service team who will confirm the process. To accept the return or exchange, you must wait for a response from customer service.
3. The price difference between sizes must be paid, if any. When our customer service team contacts you, they will provide a payment link.
4. Prepare the package by placing the product in its original packaging. The product must be in perfect condition. It must not have been used.
5. Inside the package with the new size, you will find the shipping label, which you must attach to the outside of the package (make sure only the new label is visible). Don’t worry, you won’t have to pay anything, as returns and the first size exchange are FREE*.
6. The courier will come to your home and, at the same time as picking up the old package for exchange, will deliver the new one.

 

* The first return and the first size exchange 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), and let us know your dog's measurements, and we will help you choose the correct size.

If the product is damaged, the return will not be accepted, and no refund will be issued.

Once the product arrives at our facilities, you will receive the refund within a maximum period of 14 calendar days.

The products must be in their original packaging and in the same condition as when 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. The new shipment will be at the customer's expense, and the claim period will be fifteen working days from the notification by candyPet®.

You have 30 calendar days from the receipt of the order to notify us of its return.

1. Send an email to info@candypet.es with the subject: “RETURN,” including your name, surname, order number, and the action you wish to take (return or size exchange).
2. Wait for a response from our customer service team who will confirm the process. To accept the return or exchange, you must wait for a response from customer service.
3. Prepare the package by placing the product in its original packaging. The product must be in perfect condition. It must not have been used.
4. Our transport company will pick up the package 24/48 hours after the request has been processed.
5. The shipping costs will be borne by the customer. Once the product arrives at our warehouse, we will inspect it to confirm everything is correct and proceed with the refund, deducting 10€ for shipping.
6. In the case of a size exchange, the price difference between sizes must be paid, if any, and 15€ for shipping. Our customer service team will provide a payment link.

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), and let us know your dog's measurements, and we will help you choose the correct size.

If the product is damaged, the return will not be accepted, and no refund will be issued.

Once the product arrives at our facilities, you will receive the refund within a maximum period of 14 calendar days.

The products must be in their original packaging and in the same condition as when 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. The new shipment will be at the customer's expense, and the claim period will be fifteen working days from the notification by candyPet®.

• What is the cost of a size exchange?

Size exchanges are FREE in mainland Spain and the Balearic Islands.

In the case of a size exchange, the price difference between sizes must be paid, if any, and a payment link will be provided.

 

• How is the return refunded?

Once the return is approved, the refund will be issued in the same manner as the original purchase.

 

• What is the refund time frame?

Once the product arrives at our facilities, you will receive the refund within a maximum of 14 calendar days.

The products must be in their original packaging and in the same condition as when 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. The new shipment will be at the customer's expense, and the claim period will be fifteen working days from the notification by candyPet®.