Refund policy
Right of Withdrawal
Except where a legal exception applies, consumers located in the European Union have the right to withdraw from an online purchase within 14 calendar days without giving any reason.
Important exception for custom and personalized products
The statutory right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. This includes custom pet replicas and other products created from photographs, measurements, colour selections, design instructions, or other specifications supplied by the customer.
This exception does not affect the customer’s legal rights if a product is defective, damaged, incorrect, or otherwise not in conformity with the contract.
Where the right of withdrawal applies, the customer is only responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Returned goods should include their accessories and documentation and, where reasonably possible, their original packaging. The absence of the original packaging alone does not automatically remove any statutory withdrawal right.
How to Exercise the Right of Withdrawal
Where the right of withdrawal applies, customers may exercise it through the “Exercise your right of withdrawal” link available on our online store or by contacting us at rober.az89@gmail.com.
The customer must provide their name, order number, and identify the products concerned. The withdrawal notice must be submitted before the applicable 14-day period expires.
Returning Eligible Products
Eligible products must be returned without undue delay and no later than 14 calendar days after the customer communicates their decision to withdraw.
Returns must be sent to:
PetyChery – Roberto del Amo Zazo
Calle Madres de la Plaza de Mayo, 10
Portal 6, 3ºB
28523 Rivas-Vaciamadrid, Madrid
Spain
The customer bears the direct cost of returning eligible goods, except where the product is defective, damaged, incorrect, or otherwise not in conformity with the order.
Refunds
Where the right of withdrawal applies, we will refund all payments received, including the cost of the least expensive standard delivery method offered at checkout.
The refund will be issued without undue delay and no later than 14 calendar days after we are informed of the withdrawal. We may withhold the refund until we receive the returned goods or the customer provides evidence that they have sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise, and the customer will not incur any fees as a result of the refund.
Defective, Damaged or Incorrect Products
The exclusion of personalized products from the right of withdrawal does not limit the customer’s statutory rights regarding defective, damaged, incorrect, or non-conforming products.
Customers should contact us promptly and provide photographs and relevant order information so that we can arrange an appropriate repair, replacement, or refund.
