Refund policy

Returns

We want you and your pet to be happy with everything you order. If something is not right, you can return it within 30 days of delivery.

What we can accept

Items should be unused and in their original condition and packaging. For hygiene reasons we cannot accept items that have been worn or used by a pet, unless they are faulty. This does not affect your statutory rights.

How to start a return

Email us at alejandrof.info@gmail.com with your order number and the item(s) you would like to return. We will confirm the return address and the next steps by email. Please contact us before sending anything back.

Refunds

Once your return reaches us and has been checked, we will refund your original payment method within 14 days (usually sooner). Your bank may take a few extra working days to show the funds.

Return postage

Unless an item is faulty or was sent in error, the cost of returning it is yours. We recommend using a tracked service, as we cannot refund items that do not reach us.

Faulty, damaged or incorrect items

If an item arrives damaged or faulty, or is not what you ordered, email us within 30 days of delivery with your order number and a photo. We will arrange a replacement or a full refund, including any return postage. Your rights under the Consumer Rights Act 2015 are not affected.

Your right to cancel

Under the Consumer Contracts Regulations, you can cancel your order within 14 days of receiving it without giving a reason. Just tell us by email within that period, then return the item(s) within 14 days of telling us. We may reduce your refund if an item has been handled more than is needed to check it, as you would in a shop.

Free gifts

If your order included a free gift and you return items so that the order no longer qualifies for that promotion, please return the gift as well, or its value may be deducted from your refund.