Política de reembolso

Return and Refund Policy

Last updated: July 28, 2026

We want you and your pet to be happy with what you bought. If you are not, this page tells you exactly what you are entitled to, how to claim it, and where the limits are. Nothing here removes any right you have under U.S. federal or state consumer law.

1. Return window

You have 30 days from the date your order is delivered to request a return. The delivery date is the one recorded by the carrier in the tracking information. Requests made after 30 days can still be reviewed at our discretion but are not guaranteed.

2. Condition of returned items

To be eligible for a return the item must be:

Unused and in the same condition in which you received it
In its original packaging, with any tags still attached
Accompanied by proof of purchase (your order number is enough)

For hygiene and animal-safety reasons we cannot accept returns of items that have been worn by or fitted to an animal, opened grooming or hygiene products, or opened consumables such as treats and supplements, unless the item arrived damaged, defective or is not what you ordered.

3. How to start a return

Email rony.benavides.quirola@gmail.com with your order number and the reason for the return.
If the item arrived damaged, defective or incorrect, attach clear photographs of the item and the packaging.
We reply within 24 hours on business days with a decision and, where a physical return is needed, the return address and instructions.

Do not ship anything back before you have contacted us. Our warehouses are overseas and parcels sent to the wrong address cannot be recovered or refunded. Our registered business address in Ecuador is not a returns address.

4. Who pays for return shipping

We pay when the item arrived damaged, defective, or is not the item you ordered, or when we made an error on your order.

You pay when you changed your mind, ordered the wrong size or colour, or no longer want the item. Return shipping in these cases is typically $8–$20 depending on the item and your location. We recommend a tracked service; we cannot refund a return we never receive.

5. Returns we waive

For many low-value items the cost of shipping a product back across the world exceeds what the product is worth. Where that is the case and the item is damaged, defective or incorrect, we will simply refund or replace it and ask you to keep, donate or dispose of the original. We tell you this when you contact us. You are never charged for a return we chose to waive.

6. Refunds

Once we approve your return, or once a returned parcel arrives and is inspected, we notify you of the outcome. Approved refunds are issued to your original payment method.

We process the refund within 2 business days of approval.
Your bank or card issuer then takes a further 5 to 10 business days to post the funds to your account. That part is outside our control.
The full product price is refunded. Because shipping is free on all orders, there is no shipping charge to deduct.

If more than 15 business days have passed since we confirmed your refund and you still have not seen it, contact your bank first, then email us and we will send you the transaction reference.

7. Exchanges

The fastest way to get a different item is to request a refund for the original and place a new order. This avoids the delay of waiting for a return to arrive before a replacement is dispatched. If you prefer a direct exchange, tell us and we will arrange it.

8. Cancelling an order

You may cancel for a full refund at any time before your order is dispatched. Email us as soon as possible with your order number.

Once an order has been handed to the carrier it cannot be cancelled; you would need to follow the return process above once it arrives.

Separately, if we cannot ship your order within the timeframe advertised in our Shipping Policy, you are entitled to cancel for a full refund under 16 CFR Part 435. See our Shipping Policy for details.

9. Items not eligible for return

Gift cards
Sale items marked final sale at the point of purchase
Custom or personalised items made to your specification
Opened hygiene, grooming or consumable products, except where faulty

10. Damaged, defective or incorrect items

Inspect your order on arrival. If the item is damaged, defective, or is not what you ordered, contact us within 7 days of delivery with photographs. We will replace it or refund you in full, at your choice, and we cover every cost involved. We do not require you to return a damaged item unless we specifically ask.