Refund policy

REFUND POLICY

At VidaPeluda, the happiness of your pet and your complete satisfaction are our priority. However, because our products come into direct contact with pets and may accumulate hair, saliva and odours, we must maintain strict hygiene and safety standards for returns.

1. Return Period

Our return policy is valid for 30 calendar days from the product’s delivery date, as recorded in the carrier’s tracking information.

If more than 30 days have passed since you received your purchase, unfortunately, we cannot offer a refund or exchange.

2. Mandatory Return Conditions

To be eligible for a return, your item must strictly meet the following conditions:

  • The item must be unused and in the same condition in which you received it.

  • It must be returned in its original packaging, with all labels and seals intact.

  • It must not show any signs of use, including:

    • Pet hair

    • Scratches or signs of wear

    • Odours, including saliva, urine or sweat

    • Stains or dirt

    • Deformation caused by use

Important: Any product showing clear signs of use will be rejected, and no refund will be issued.

3. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Products that have been in contact with pets, including products with pet hair, saliva or visible signs of use.

  • Gift cards.

  • Sale or specially promoted products, except where the product has a manufacturing defect.

  • Personalised or limited-edition products.

4. Return Procedure

Please do not send your purchase back without contacting us first.

Email us at soportevidapeluda@gmail.com and include:

  • Your order number.

  • A detailed explanation of the reason for the return.

  • Photographs of the product, where applicable.

If your return request is approved, we will provide you with:

  • The return warehouse address.

  • Specific packaging instructions.

  • A Return Merchandise Authorisation number (RMA).

Return Shipping Costs

You will be responsible for paying the shipping costs for returning your item.

The original shipping costs are non-refundable.

We recommend using a trackable shipping service, as we cannot be held responsible for return packages that are lost in transit.

5. Refunds, Where Applicable

Once your return has been received and inspected, we will send you an email confirming whether your refund has been approved or rejected.

If your refund is approved:

  • The refund will be processed automatically to your original payment method.

  • Please allow between 5 and 10 business days for the refund to appear, depending on your bank or payment provider.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account.

You should then contact your credit card company or payment provider, as it may take some time before the refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at:

soportevidapeluda@gmail.com

6. Damaged or Defective Items

We only replace items when:

  • They have a manufacturing defect, such as deteriorating material, a ball track that does not work or defective magnetic ends.

  • They were damaged during transport, such as arriving broken, crushed or incomplete.

Procedure

Please email us at soportevidapeluda@gmail.com and include:

  • Your order number.

  • Clear photographs of the defect from several angles.

  • A detailed description of the problem.

Defects must be reported within the first 48 hours after receiving the product.

If the defect is confirmed, we will either send you a replacement at no additional cost or issue a full refund, depending on your preference.

7. Failed Deliveries and Reshipments

Where an order cannot be delivered and is returned to our warehouse for reasons outside VidaPeluda’s control, the following conditions will apply.

A delivery will be considered unsuccessful when:

  • The customer is not available at the delivery address after the carrier’s delivery attempts.

  • The address provided is incorrect, incomplete or contains errors.

  • The carrier is unable to locate the recipient.

  • The order is not collected from the designated collection point within the required period.

Reshipping the Order

Once the returned parcel has been received at our warehouse, we can arrange a new shipment.

A €4.99 reshipping fee must be paid before the order can be sent again.

Important

No refund will be issued in these cases, as the order was processed and dispatched correctly.

The customer is responsible for providing a complete and accurate delivery address and for being available to receive the order.

To request reshipment, please contact our customer support team so that we can arrange the new delivery.

8. Orders Marked as Delivered

Where an order is marked as successfully delivered by the carrier, the following conditions will apply.

VidaPeluda will rely on the information provided by the shipping company, including:

  • Delivery confirmation.

  • Delivery date and time.

  • Proof of delivery, such as a signature, photograph or geolocation data, where available.

Important

Once an order is marked as delivered, it will not automatically be considered lost.

The customer must cooperate with the delivery verification process.

Recommended Steps

The customer should:

  • Check with neighbours, reception staff, building management or other people at the delivery address.

  • Check communal areas and usual safe delivery locations.

  • Allow between 24 and 48 hours after receiving the delivery notification, as parcels may occasionally be marked as delivered shortly before their actual arrival.

Investigation

Where a delivery issue is reported, we will open an investigation with the carrier.

This process may take several business days.

Resolution

If the carrier confirms that the order was delivered correctly, an automatic refund will not be issued.

If the investigation confirms a genuine incident, such as a lost parcel or a logistical error, we will offer either:

  • A replacement shipment at no additional cost; or

  • A full refund.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different item, you must:

  1. Request the return of the original item, subject to approval.

  2. Place a new order for the desired item.

10. Contact

For any questions regarding returns or refunds, please contact us:

Email: soportevidapeluda@gmail.com

VidaPeluda
Carrer Tomàs Llàcer 2
03804 Alcoi, Alicante
Spain