Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. For pet accessories, this means items must be entirely free of pet hair, odors, stains, scratch marks, or bite marks. We emphasize that if items arrive incomplete, damaged by the customer, used, or dirty (which is critical if a pet has tried on an item), we reserve the right to issue only a partial refund. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@friskypaws.store. Please note that returns will need to be sent to the following address:

Calle Bravo Murillo, 91, Piso 2º Izq
28003 Madrid
Madrid, España

If your return is accepted, we’ll send you instructions on how and where to send your package. For returns due to a change of mind or an incorrect size ordered, the customer is responsible for covering the return shipping costs. If the return is due to a defective or incorrect item, we will provide a return shipping label. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@friskypaws.store.

Damages, Incorrect, and Missing Products Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

• Damaged products: A full refund or replacement will be issued if items arrive damaged. This must be reported within 30 days of delivery with valid photo or video evidence submitted to us. Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality. Note: If the packaging is damaged but the product itself is intact and functioning, we cannot process a refund.

• Incorrect or missing products: A full refund or replacement will be issued for incorrect or missing items. This requires photo or video evidence within the applicable 30-day timeframe. Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

Order Delays and Delivery Issues

• Order delays: If an order shows no tracking information, remains pending or in transit, or expires beyond 60 days from the shipping date (global), 45 days (U.S. orders), or 110 days (Brazil orders), we will, at our discretion, resend the product or issue a refund.

• Delivered orders: Refunds or replacements will not be processed if the tracking information indicates the order was successfully delivered. If the package was not received despite the tracking status, a formal non-delivery certification from the carrier/postal authority is strictly required.

Exceptions / Non-returnable items Certain types of items cannot be returned. We do not accept returns for custom-made or personalized items. Additionally, unsealed personal care or grooming goods (such as shampoos, clippers, or brushes) cannot be returned for hygiene reasons. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Order Cancellation A full refund is available if the order is canceled before processing or shipping. However, certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period & Customs Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

EU Customs Duty: For orders shipping to EU member states, a $3.80 EU Customs Duty is charged at fulfillment. If the order is refunded, this fee isn't returned; only the product cost and shipping cost are refunded. The duty is a pass-through fee collected at the point of fulfillment and can't be reversed once charged.

Refunds and Eligibility Window We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund eligibility window: Refunds or replacements are only possible if payment was made within 90 days prior to the refund request. Any order older than 90 days is automatically ineligible for a refund, regardless of the reason.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@friskypaws.store