Effective Date: May 13, 2025
At de-mascotas.es, we are dedicated to ensuring the health and well-being of our animals and the satisfaction of our customers. Our refund and return policy is designed to be transparent and fair, aligning with European Union regulations and best practices in the sale of live animals.
📦 General Return Policy
Due to the nature of live animals, returns and refunds are subject to specific conditions:
- Live Animals: We do not accept returns or offer refunds for live animals once they have left our premises, except under the conditions outlined below.
- Non-Live Products: Returns for non-live products (e.g., accessories, food) are accepted within 14 days of purchase, provided the items are unused, in original packaging, and accompanied by a receipt.
🐾 Live Animal Guarantee
We take pride in the health and quality of our animals. Therefore, we offer the following guarantee:
- Health Guarantee: All animals are guaranteed to be healthy at the time of sale. If an animal is found to be ill within 7 days of purchase, please contact us immediately. A veterinary certificate stating the illness is required for any claims.
- Dead on Arrival (DOA): In the rare event that an animal is DOA, please notify us within 24 hours of receipt. Photographic evidence and a veterinary report may be required.
💰 Refunds and Exchanges
- Approved Claims: If your claim is approved, we offer the following options:
- Replacement: A replacement animal of the same species and value.
- Store Credit: A store credit equal to the purchase price, valid for 6 months.
- Shipping Costs: Shipping costs are non-refundable. Customers are responsible for return shipping costs, unless the return is due to our error.
❌ Non-Returnable Items
Certain items are non-returnable:
- Live Animals: Except under the conditions outlined above.
- Customized Orders: Special orders or customized items.
- Perishable Goods: Opened food or supplements.
- Hygiene Products: Items that have been used or are not in their original condition.
📄 How to Initiate a Return or Refund
To initiate a return or refund:
- Contact Us: Email us at support@de-mascotas.es within the specified time frame.
- Provide Information: Include your order number, details of the issue, and any supporting documentation (e.g., photos, veterinary reports).
- Await Instructions: Our team will review your request and provide instructions for the next steps
📚 FAQs
1. Can I return a live animal if I change my mind?
No, due to the stress and potential health risks to the animal, we do not accept returns based on change of mind.
2. What should I do if my animal shows signs of illness?
Contact us immediately and consult a licensed veterinarian. A veterinary certificate is required for any health-related claims.
3. Are shipping costs refundable?
No, shipping costs are non-refundable. Customers are responsible for return shipping costs unless the return is due to our error.
4. How long does it take to process a refund or exchange?
Once approved, refunds or exchanges are processed within 7-10 business days.
5. Do you offer any guarantees on the animals sold?
Yes, we offer a 7-day health guarantee on all animals, provided the conditions outlined in our policy are met.