Refund policy

At candyPet® we want both you and your dog to always be satisfied with our service. That is why we have simplified our exchange and return process

📅 Deadlines and territories

  • Mainland Spain and Balearic Islands:
    •  30 calendar days from receiving the order.
    • Return: 3,95€
    • Size exchange: The first size exchange on orders from mainland Spain is FREE.
  • European Union (except United Kingdom):
    • 30 calendar days from receiving the order.
    • Return: Shipping costs paid by the customer; 10 € will be deducted from the refund.
    • Size exchange: You may simply place a new order whenever you prefer.
  • Outside the European Union: Returns and exchanges are not accepted.


📦 Product condition

To accept any return or exchange, the product must meet all of these conditions:

  • Be in its original packaging, with tags attached to the product.
  • Show no signs of having been used, dirty, or covered in hair.

⚠️ Attention: If we receive products that do not meet these conditions, the return or exchange will not be accepted.

 

🔄 Returns

  • Cost: 3,95 € (Mainland Spain and Balearic Islands).
  • Refund: only the product amount (shipping costs are non-refundable).
  • Processing time: maximum 14 calendar days from when the product arrives at our facilities.

✅ How to make a return:

    1. Send an email to info@candypet.es with the subject “RETURN”, including your name, surname, and order number.
    2. Receive the return label by email.
    3. Prepare the package in its original packaging and deliver it to the post office.
    4. Once receipt and product condition are confirmed, we will process the refund.


👕 Size exchanges (Mainland Spain and Balearic Islands)

  • First exchange: free in Mainland Spain.
  • Exception: products purchased during Black Friday, Outlet, Sales or major discounts (equal to or greater than 20% off) in these cases the size exchange will cost 8,00€.
  • Price difference between sizes: must be paid through a payment link provided by our customer service team.

✅ How to make a size exchange:

    1. Send an email to info@candypet.es with the subject “SIZE EXCHANGE” and indicate the desired size.
    2. Prepare the product in its original packaging and send it with the label we provide.
    3. Once received and the good condition of the original product is confirmed, we will send the new size.


🎨 Other exchanges (color, model, etc.)

  • Any exchange that is not a size exchange, for example: color, print, or model, will cost 8,00€.

  • Same process as the size exchange.


☎️ Personalized assistance

We are available to help you choose the perfect size and model:

Tell us your dog's measurements and we will help you choose the correct size before placing your order.

 

❓ Frequently asked questions

  • What is the cost of a size exchange?

The first size exchange is FREE in Mainland Spain. Except during Black Friday, Sales, Outlet or major discounts, in which case it would be 8 €.

If there is a price difference between sizes, this difference must be paid, and a payment link will be provided to you.

  • How is the refund issued?

The refund is made to the same payment method used for the purchase, deducting 3,95 € for the return cost.

  • What is the refund timeframe?

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

If we receive the product with clear signs of having been used, dirty, or covered in hair, the return or size exchange will not be accepted.